New AI-powered CX for your Zoom contact centre

Zoom Contact Center (ZCC) offers new tiered packages that provide enterprise-grade features designed to serve the needs of every customer, no matter their size. 

With IDC reporting that customer experience (CX) services spending in the Asia Pacific will grow at a CAGR of 6.9% and reach US$ 43.8 million in 2027, businesses are increasingly recognising the imperative of integrating CX platforms that not only scale seamlessly but also offer the most flexibility regardless of their size.

In line with these needs, Zoom has recently unveiled new CX product offerings and AI capabilities to enhance its Zoom Contact Center (ZCC). ZCC will be available in new tiered plans that each include voice, video, chat, SMS channels, real-time transcription, remote control, Agent CTI (Computer Telephony Integration), surveys, and AI Companion capabilities, including summarisation.

Mid-tier plans will include support for inbound email and social channels, along with outbound dialers, while the top-tier plans incorporate Zoom AI Expert Assist and Workforce Engagement Management, available as add-ons to any package. These new plans offer exceptional customer value and flexibility to meet the needs of small-to-large contact centre departments.

Enhanced features expand solution use cases

These latest innovations in customer experience focus on helping businesses engage and collaborate better with customers, employees, and more.

    • Zoom AI Expert Assist enables AI-powered personalized support for customers, improved productivity for agents, and better intelligence for supervisors. AI Expert Assist intelligently retrieves and suggests the best responses from a curated set of knowledge bases, customer relationship management (CRM) systems, and other systems of record. Additional functionality expected in early 2024 includes recommended next best action, complete with personalized steps, and an intelligent view of agents and activity for supervisors and contact center leaders.
    • Expanded communication channels, including email and Meta’s Messenger, allow agents to interact with customers where they prefer to communicate. The ability to chat in WhatsApp is expected in early 2024.
    • Remote control allows IT departments to help employees and customers solve problems more quickly with the ability for customers to grant help desk agents permission to control their desktops remotely.
    • Outbound dialing empowers sales-oriented agents to enhance customer interaction quality before placing calls and automatically dial numbers on a contact list as soon as an agent becomes available through Zoom’s progressive dialer capabilities. Outbound progressive dialing is currently available in beta and is expected to be generally available in the coming weeks. Outbound preview dialing is expected in early 2024.
    • Additional privacy and security with built-in post-redaction of certain personal data in voice and video recordings, as well as voice, video, and messaging transcripts. In addition, bring your own encryption keys to protect certain data stored at rest within the Zoom Cloud infrastructure that is coming in 2024.
    • Third-party application integrations enhance the agent experience and reduce the need to toggle between programs, providing real-time access to customer information, including CRM, support, and payments from within the Zoom client expected to be generally available in early 2024.