During their Q4 earnings call, the Zoom c-suite were excited to discuss the recent launch of its new omnichannel Zoom Contact Center Solution.
In particular, they pinpointed the potential of combining their longstanding UCaaS expertise with new CCaaS capabilities, enabling businesses to power more collaborative customer experiences.
As Eric Yuan, Founder and CEO of Zoom, says:
The product can also integrate chat and video into an existing digital presence, like a website, helping organizations have conversations with the customers in the right place and at the right time. This is just the beginning of our plan to modernize the contact center and enrich the experience for our customers and our customer's customer.
Indeed, the contact center plays a considerable part in the three-pillar approach that Zoom will maintain moving forwards. These pillars include UC, business workflows, and hybrid work.
For example, with a UCaaS and CCaaS integration, it is easier to share invaluable customer insights, build powerful alliances across the businesses, and accelerate CX transformation programs.
With convenient access to customer insights, businesses may also develop better workflows and track their impact on critical customer metrics.
Finally, the Zoom Contact Center paves the way for remote working, video collaboration, team communication, and more to optimize the hybrid working environments for customer service reps and other employees.
Kelly Steckelberg, Chief Financial Officer at Zoom, also highlights pricing as a considerable benefit of the Zoom Contact Center solution, which may enable the company to grasp a significant foothold within the crowded market. She says: