2022 has proved a transformative year for Zoom’s enterprise business, growing 27 percent YoY, per its latest earnings call.
The launch of the Zoom Contact Center, Zoom ONE, and Zoom IQ for Sales has fuelled this – with the vendor striving to become a platform business.
Indeed, it is seemingly making good progress, which Zoomtopia 2022 celebrates.
However, the event also provides Zoom with the platform to share its final innovations of the year, of which there are several.
Indeed, Ben Neo, Head of Enterprise Sales EMEA at Zoom Phone, discussed many of the most exciting announcements with CX Today ahead of time. These included the launch of:
Below, Neo shares his thoughts about each while introducing how they work and how they could benefit Zoom's enterprise customers.
The Zoom Kiosk
With this new feature, individuals can walk up to a physical kiosk and use a touch screen to self-serve their queries. If it’s not possible, they route directly to a helpdesk via video call.
Zoom has started to implement these as internal kiosks within businesses, which route through to an IT helpdesk, allowing support staff to work remotely.
As a result, businesses does not need to establish a physical IT presence in particular locations. Instead, they can install a kiosk.
Sharing more, Neo says:
If the contact escalates from the kiosk to the IT team, the user routes through to a team member who is likely to have the right skill set for their particular problem.
As such, when it cannot automate the entire contact, the kiosk still automates a significant chunk of the user's journey, passing them through to the best-placed human.
An integration between the Zoom Kiosk and Zoom Contact Center facilitates this process.
There is also the potential for broader use cases, such as in-store kiosks, where the contact center operates the customer service desk.
The Zoom Virtual Agent
Following its Solvvy acquisition earlier this year, Zoom will soon release a chatbot, which customers can deploy on their websites.
Powered by machine learning and natural language understanding, the chatbot connects to various data sources to solve more customer queries and offer personalized service.
Moreover, by adding a chatbot to their websites, Zoom customers can access another channel, extending their capabilities.
"It’s something our customers have been asking for," adds Neo. "It’s also no-code, making it easier to deploy, with super rich around it."
With the Zoom Virtual Agent, businesses may also deploy a 24/7 support system, which continuously improves, feeding from conversation transcripts, knowledge articles, and FAQs.
Zoom aims to make the solution generally available in 2023.
New Innovations with ServiceNow
Zoom has extended its relationship with ServiceNow. Already teaming up on conversational AI to support IT teams, the new integration takes the relationship much further.
Indeed, the two brands have joined forces to launch three new offerings.
First is the Zoom Contact Center for ServiceNow, which allows agents to manage their interactions directly from the ServiceNow app.