Zoom Contact Center designed to meet modern agent, end-customer needs

KUALA LUMPUR, Feb 24 -- Zoom Video Communications Inc has announced Zoom Contact Center, an omnichannel contact centre solution that is optimised for video and integrated right into the same Zoom experience.

Now available, Zoom Contact Center, previously Zoom Video Engagement Center, combines unified communications and contact centre capabilities with the useability of the Zoom platform.

According to a statement, Zoom Contact Center supports customer service use cases and workflows using channels like video and voice, with SMS and webchat currently in beta.

“Zoom Contact Center was carefully designed to meet the needs of the modern agent and end-customer, both of which expect a personalised, digital, and effective contact centre experience,” said Chief Product Officer of Zoom, Oded Gal.

“I am pleased to announce the general availability of Zoom Contact Center, building upon the reliable Zoom platform model and bringing the experiences our customers know and love to yet another industry.”

The Zoom platform is powering the future of communications beyond meetings with unified communications, the Zoom Developer Platform, Zoom Events, and now Zoom Contact Center.

These innovations – and there are many more – were created with the same level of scalability and simplicity that has made Zoom the trusted platform for more than a half-million businesses worldwide.

Zoom Contact Center will have over 100 agent, supervisor, and contact centre administrator features at launch. Future investments will include additional channels, CRM and workforce management integrations, and AI/ML to optimise agent productivity.

At launch, Zoom Contact Center will extend traditional capabilities typically optimised for voice to provide a unique end-customer experience through channels like video.

Zoom Contact Center streamlines inefficiencies by bringing communications into one central hub. In addition to helping end-customers with a rich agent experience, agents can collaborate with peers, supervisors, or other employees right in Zoom Chat and channels.

Zoom Contact Center is now available in the U.S. and CA, with more international availability coming later this year.

-- BERNAMA