Zoom has added six new capabilities to its CCaaS solution, which aims to "customize, inform, and streamline" service experiences.
Many of these additions center around video, a fundamental differentiator of the Zoom offering.
First, agents may escalate chat conversations to video, helping accelerate the resolution of complex queries. The feature may also allow agents to offer a deeper level of service and create genuine human connections with customers.
Further video innovations relate to the waiting experience. Indeed, users of the Zoom Contact Center can customize the waiting room, adding messages, imagery, and links to relevant web pages.
In addition, users may include an estimated wait time – based on metrics such as average handling time – to set clear expectations for customers.
Such use cases will likely continue coming to the fore. After all, upon the launch of the CCaaS platform, Heidi Elmore, Head of Product Marketing at Zoom, exclusively told CX Today:
Video is our bread and butter. We love it, and we want to enable those rich, high-touch scenarios.
However, Elmore also made it clear that the vendor had aspirations of developing deep a CCaaS solution that will soon challenge market leaders – its recent Solvvy acquisition also suggests so.
As such, the vendor has further solidified its offering with the capability for agents and customers to share documents, images, and other resources to add vital context to customer communication.
In addition, agents can set their display name across all channels helping to create more immersive experiences with customers – perhaps a theme of this latest set of innovations.