Zoom now offers a video-optimized contact center service

A still image from an animation promoting Zoom&#039;s new contact center solution

published 24 February 2022

Zoom has launched an omnichannel contact center solution that is fully integrated into the Zoom app and optimized for video conferencing.

Zoom Contact Center, formerly known as Zoom Video Engagement Center, integrates unified communications with contact center capabilities to support customer service use cases and workflows with video, voice, SMS, and webchat.

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“Contact center agents are frequently tied to physical contact center locations, and if able to work remotely, often still need to navigate multiple communications tools,” explained Zoom.

The new Zoom Contact Center aims to simplifiy remote working by bringing communications into one central hub. The platform includes over 100 agent, supervisor, and contact center administrator features.

The platform has designed to make it easier to configure and deploy, with a drag-and-drop IVR designer.

Using the Zoom Admin portal, contact center administrators can customize greetings, menus, and prompts for their organization. The Zoom Contact Center can also integrate video and chat with a firm’s existing digital resources, such as a website, so representatives can engage with customers effectively.

Among the upcoming features, the company plans to introduce additional channels, CRM and workforce management integrations, as well as artificial intelligence (AI) and machine learning (ML) capabilities that will optimize agent productivity.

Zoom Contact Center is now available in the US and California, with more countries to follow later this year.

“Zoom understands the importance of bringing together UC and multichannel contact center into the same experience,” said Blair Pleasant, co-founder of BCStrategies.

“Zoom is known for great video, which is important for high-touch customer scenarios and internal use cases like IT help desk, employee helpline, and revenue-generating activities. But the fact that Zoom Contact Center supports routing, additional channels, and the agent functionality organizations need, means that Zoom Contact Center could become the modern contact center solution of choice.”