The Zoom Contact Center will soon undergo a rapid renovation as the vendor continues to innovate with AI.
New AI capabilities will stem from in-house innovation and the recent acquisition of Solvvy – a conversational AI provider.
Alongside customer service chatbots, Solvvy also offers AI-powered analytics dashboards, data-driven routing, and digital CX workflows.
Eric Yuan, Founder and CEO of Zoom, made no secret of his desire to quickly embed these solutions into the Zoom Contact Center during a recent earnings call. He said:
We are very excited about the Solvvy acquisition. This is a great team, laser-focused on conversational AI with talent and technology. First of all, we are going to embed that into our overall contact center offering. That's number one for sure.
Yet, Yuan also suggests that Zoom will continue to build original AI solutions, like Zoom IQ for Sales. Released in April, this interaction analytics solution delves into customer conversation transcripts and surfaces insights into sales performance.
At the time, Josh Dulberger, Head of Product, Data, and AI, at Zoom, exclusively told CX Today that this was just the start of its journey into the speech analytics realm. He stated:
This is just the beginning. The contact center is the next place where we will focus on bringing many more of these features to life, where we analyze calls and provide real-time guidance.
Dullberger also suggested that Zoom was working on an "augmented reality for the support rep", hinting that agent-assist capabilities may soon feature within the Zoom Contact Center solution.
By swiftly fortifying its CCaaS platform with such AI, Zoom aims to differentiate its offering. As Yuan said:
