Zoom Contact Center allows businesses to provide customers with prompt, accurate and personalised responses over a variety of channels, including voice, chat, SMS, and video.
Writing in a company blog post, Barbara Ferguson, product marketing leader, Zoom, said, “Today’s customers want more. They want highly personalised experiences that don’t just meet their expectations – but make them feel like a VIP. And now, you can deliver this to your customers with Zoom Contact Center.
“Our omnichannel CCaaS is now available for businesses in the UK and Ireland and coming soon to additional European countries.”
Key features include advanced skills-based routing and a video waiting room experience that can be customised to display relevant content, such as promotional content, welcome videos or informational documents.
The solution aims to enable increased collaboration for agents with peers, supervisors and other employees using an all-in-one unified communications platform and features such as Zoom Team Chat and channels.
Businesses can also use Zoom Virtual Agent, a conversational AI and chatbot solution that helps to offload the pressure of high call volumes with the delivery of instant and accurate resolutions.
Ferguson also discussed the “cloud contact centre difference”. She explained, “Cloud contact centres are the driver for innovation and digital transformation. They’re easy to upgrade and manage, scalable, and designed to support remote agents.
“With 73 per cent of contact centre agents and supervisors working from home indefinitely, cloud contact centres drive business growth and are a competitive differentiator for customer interactions. Zoom’s cloud-based contact centre was built for scale to support the hybrid workforce and businesses of all sizes.”