If you’re searching for the best Zoom contact center features to empower your teams and unlock CX enhancements, you’re in the right place. Zoom might be best known for its video conferencing and collaboration tools, but its product portfolio has expanded drastically in recent years.
In a quest to compete with other market leaders, like Microsoft and RingCentral, Zoom branched into the CCaaS market in February 2022 and has been updating its platform ever since.
The Zoom omnichannel contact center complements Zoom’s existing UCaaS solutions, meeting tools, and even its innovative sales technologies (like Zoom Revenue Accelerator). It also works alongside the communication brand’s Workforce Management toolkit, announced at Zoomtopia 2023.
Today, we’re looking at some of the most powerful Zoom contact center features worth exploring in the months ahead if you’re investing in CX transformation.
The Top Zoom Contact Center Features for CX
While many of the Zoom contact center features mentioned here might seem commonplace for an omnichannel CX platform, Zoom has taken a unique approach to customer service. Unlike other CCaaS solutions, primarily optimized for voice, Zoom is optimized for video.
While using video to connect with consumers might still seem unusual, around 70% of customers now prefer video calling when accessing customer support. Additionally, 94% of customers say they’ve received a positive experience through video.
Zoom also sets itself apart from other contact center solutions with exceptional flexibility. The CCaaS platform can operate as a standalone CX service or integrate directly into an existing site or application. It even aligns perfectly with Zoom Meetings, Zoom Phone, and Zoom Chat.
Here are some of our favorite features worth exploring in the Zoom contact center.
1. Omnichannel Zoom Contact Center Features (Optimized for Video)
While other CCaaS vendors have begun implementing video capabilities into their omnichannel platforms in recent years, Zoom has always been video-focused. The platform for contact center agents features all of the engaging elements you’d expect from Zoom’s video meeting services.
This includes powerful Zoom backgrounds, image optimization features, screen sharing, file sharing, and integrated chat. Notably, while Zoom prioritizes video for personalized human engagements, it does offer a full omnichannel experience.
The multi-purpose agent desktop comes with access to Zoom Phone and chat features, all unified in the same environment. Employees familiar with the Zoom ecosystem will benefit from the same streamlined call-handling experience they’re already used to.
2. Zoom AI Companion (and Revenue Accelerator)
Like many communication vendors, Zoom is rapidly increasing its investment in the generative AI landscape. The company has already launched both Zoom AI Companion and Zoom Revenue Accelerator to assist users throughout the entire communication tech stack.
Zoom AI Companion (formerly Zoom IQ) improves employee efficiency and productivity levels, whether meeting with colleagues or clients. It can analyze phone calls, summarize messages and voicemails instantly, and even suggest creative responses to queries.
The AI Companion, included for free with existing Zoom plans, even has a real-time coaching feature that helps users improve their communication and presentation skills. The Zoom Revenue Accelerator, previously “IQ for Sales,” builds on this AI functionality for sales teams.
Revenue Accelerator can provide in-depth access to conversational intelligence, sentiment analysis, and real-time coaching. It also offers valuable guidance to team members to help them shorten deal cycles and forecast potential sale opportunities.
3. Zoom Virtual Agent
If you’re excited by the idea of AI-driven Zoom contact center features, the Zoom virtual agent is sure to capture your attention. This chatbot AI solution can automatically assess customer intent during conversations and provide valuable insights to employees.
It also allows companies to design powerful self-service experiences built to enhance first-contact resolution rates. You can integrate the Zoom virtual agent with your CRM, e-commerce systems, and other databases to deliver personalized experiences.
The agent can automatically hand contextual information over to an agent when a customer requests human intervention. Consumers don’t have to spend as much time repeating themselves, and agents can resolve issues faster.
4. Direct Zoom UCaaS Integrations
As mentioned above, one of the critical factors that separates Zoom’s contact center from other solutions on the market is its deep integration with Zoom’s UCaaS services. Zoom makes it easy to align the tools you already use for meetings, internal calls, and collaboration with your contact center.
This ensures agents can rapidly access presence information for their coworkers and collaborate with back-office experts while talking to customers. The unified experience minimizes the need to jump back and forth between applications, boosting employee productivity.
Additionally, it ensures companies can maintain an end-to-end view of their communication services, drawing insights from internal and external conversations simultaneously.