Beyond Auto-QA, workforce engagement management (WEM) has seen little in the way of cutting-edge innovation over the past five years.
As such, contact center disruptors are catching up fast from a feature perspective, with Zoom a notable example.
Now, according to Chris Morrissey, GM of the Zoom Contact Center, Zoom is looking to move the needle with its latest WEM capabilities.
After highlighting these features, Morrissey introduced Zoom’s broader mission in the contact center, discussing:
New Integrations with ServiceNow and Salesforce
Zoom is embedding some of its CCaaS functionality into ServiceNow CSM and - uniquely - ITSM. Morrissey discusses the benefits of this for businesses and Zoom’s new Salesforce partnership.