Zoom has officially entered the contact center space by launching an omnichannel CCaaS solution: Zoom Contact Center.
The solution combines unified communications and contact center capabilities into one central hub, supporting collaboration in new remote working environments.
However, the solution does more than unlock collaborative service experiences. It offers over 100 agent, supervisor, and administrator features to bolster the performance of modern contact centers.
Taking this point further, Oded Gal, Chief Product Officer at Zoom, said:
Previously, contact center infrastructure was complex to deploy, expensive to operate, and time-intensive to upgrade. Zoom Contact Center was carefully designed to meet the needs of the modern agent and end customer, both of which expect a personalized, digital, and effective contact center experience.
A prominent feature is video, with the company evolving its Zoom Video Engagement Center to sit inside the CCaaS solution. It also supports the voice channel, with SMS and webchat currently in beta.
Soon, Zoom will add to this channel mix, with future investments in CRM, workforce management integrations, and AI-powered tools.
Each of these will fit the Zoom philosophy of ensuring effortless deployment and use. Its IVR solution is a prime example, with graphical drag-and-drop designer functionality. According to Zoom, administrators can “easily create menus, greetings, and prompts” within this portal.
Before the official launch, First Federal Credit Union had the chance to try out the solution. Discussing his experience, Chris Neal, Senior Vice President Operations at First Federal Credit Union, said: