Introduction to Zoom Contact Center

Today’s customers have high expectations for personalized experiences. To meet these demands, Zoom Contact Center offers an omnichannel contact center-as-a-service (CCaaS) platform that is now available for businesses in the UK and Ireland, and coming soon to additional European countries.

What is Zoom Contact Center?

Zoom Contact Center helps businesses deliver prompt and personalized responses to their customers over various channels including voice, chat, SMS, and video. The platform is built around three pillars: rich built-in video capabilities, combined unified communications and contact center experience, and intelligent self-service and routing with a conversational AI-powered virtual agent.

Zoom Contact Center is optimized for video and built on the secure, open, and reliable Zoom platform. It can increase productivity, streamline communication between colleagues, improve first contact resolution, increase NPS and CSAT scores, and retain agents through its easy-to-use, intuitive technology.

How to Get Zoom Contact Center

Zoom Contact Center can be downloaded from the Google Play store by searching for “Zoom Contact Center” or “Zoom for Chrome Contact Center.” Install the app and log in to start using the platform. The PWA can also be installed directly from your web browser navigation bar and through central admin management.

Elevate Customer Experience with Video in Zoom Contact Center

Zoom Contact Center offers businesses a unique and innovative solution for delivering personalized experiences to their customers through video engagements. The platform is optimized for video and has rich built-in video capabilities, making it possible for agents to elevate customer interactions from chat or voice to video and provide a more empathetic experience. The ability to easily transition between omnichannel options helps improve customer satisfaction, revenue, customer ratings, and agent efficiency, as shown by a study of 1,846 global organizations. According to Jason Niranjan, Manager of Operations at KGA, the ability to transition between chat, phone, and video seamlessly is a huge benefit for both clients and employees.

Zoom Contact Center – The Solution for Happy Agents and Customers

• Unifying Communications and Contact Center Experience
  • Multi-purpose agent desktop to connect with colleagues and customers
  • Quick access to back-office experts to resolve customer issues
  • Integration of Zoom Meetings, Zoom Phone, and Zoom Team Chat
  • Familiar call-handling experience on the intuitive Zoom platform
• Elevating Customer Experience
  • Built-in video capabilities to elevate customer interactions
  • Improving customer satisfaction and agent efficiency
  • Revenue increase and better customer ratings
• Reducing Agent Burden and Increasing Self-service
  • Conversational AI and chatbot solution, Zoom Virtual Agent
  • Quick resolution of customer inquiries through instant and accurate answers
  • Reduced call load and agent burnout
  • Smooth handoff to contact center agent when needed
  • Available in early 2023.

Unified Communications and Contact Center for Happy Agents

• A multi-purpose agent desktop that allows agents to connect with colleagues and customers from one application
• Integrates UC and omnichannel contact center for a seamless experience
• Reduces the burden for IT teams by deploying only one Zoom application
• Familiar call-handling experience for Zoom customers who already use Zoom Meetings, Zoom Phone, and/or Zoom Team Chat

Reducing Call Load and Improving Customer Experience with AI and Chatbots

• A conversational AI and chatbot solution, Zoom Virtual Agent, helps customers self-serve to find answers
• Delivers instant, accurate resolutions by crawling FAQs, knowledge bases, and other business applications
• Smooth handoff to a contact center agent when needed, so customers don’t have to repeat themselves
• Available in early 2023

Innovative Features for Retaining Agents and Creating Brand Loyalty

• Scalable features, innovative functions, intuitive dashboards, and remote-friendly software
• A unique video waiting room experience that can be customized and

The Advantages of Cloud Contact Centers

• Cloud-based innovation and digital transformation
  • Cloud contact centers support digital transformation and innovation with ease of upgrade and management, scalability, and the ability to support remote agents.
  • With 73% of contact center agents and supervisors working from home indefinitely, cloud contact centers drive business growth and provide a competitive edge for customer interactions.
  • Zoom’s cloud-based contact center was designed for scale to support the hybrid workforce and businesses of all sizes.

Enhance Your Customer Service with Zoom Contact Center

• The value of exceptional customer service
  • It is hard to quantify the value of good customer service, but it is evident in the satisfaction of customers and improved brand reputation.
  • Only 33% of consumers feel that their typical customer experience has improved over the past year.
• Level up your call center
  • Zoom Contact Center can help enhance your brand reputation, improve customer relationships, and lower operating costs.
  • For more information on Zoom Contact Center’s channel distribution and resources for partners, visit the Zoom Partner Portal.

FAQs