Zoom Contact Center is an AI-first, omnichannel contact-center-as-a-service solution built to empower agents to deliver a total customer experience across multiple digital channels.
5 min read
Published on February 23, 2022
Zoom Contact Center, part of our Zoom CX suite, complements our award-winning suite of communications and collaboration solutions. When combined with Zoom Workplace, our renowned UCaaS platform, Zoom Contact Center can transform an average customer experience into what we call the Total Experience. Total Experience brings together UCaaS, CCaaS, and AI and connects your entire organization to streamline customer service, so customer journey interactions are efficient, personalized, and delightful.
Unlike most CCaaS solutions that are only optimized for voice, Zoom Contact Center is one of the first omnichannel cloud contact center platform optimized for video and intentionally supports a robust suite of channels, such as voice and video, SMS, webchat, and social channels. Zoom Contact Center is available globally with regional data centers in North America, Europe, Asia, and Oceania.
Zoom Contact Center is more than a contact center as a service (CCaaS). As the flagship product of our Zoom CX suite, Zoom Contact Center unifies teams, eliminates silos, and creates seamless interactions across multiple channels. Designed with humans in mind, it features AI tools that help agents deliver the kind of experiences customers expect, elevating the service they provide.
Built on Zoom’s trusted, scalable infrastructure, it enables businesses to provide effortless, memorable customer service with the reliability and performance they expect. Zoom Contact Center can be used as a standalone customer care solution, integrated with an existing tool, or, better still, combined with Zoom Workplace. With all of your communications on the familiar, AI-powered Zoom platform, that’s where Total Experience comes in. Agents can reach back-office experts more easily and share conversation context fluidly, and CX leaders can get a holistic view of consolidated analytics to drive business efficiency. The result is service that feels effortless, personal, and, well, human.
Physical contact centers often tie customer service agents to expensive hardware and software that is difficult to maintain and upgrade. Similarly, remote teams struggle with multiple disparate communication tools that don’t integrate. This inability to upgrade technology and access information quickly can lead to frustration within support teams, impacting the customer experience.
Cloud contact centers are a central hub for inbound and outbound customer communications and are compatible with a wide variety of mobile devices, desk phones, and softphones. A cost-efficient alternative to legacy phone systems, cloud contact centers are hosted over the internet to allow employees to work across one platform, regardless of location. As a result, agents can easily access customer data and resolve customer issues.
CX is the difference between retention and churn, making cloud-based contact centers a driver of business growth and a competitive differentiator for customer interactions. Their remote-friendly infrastructure and scalable solutions make enterprise cloud contact centers the collaboration platforms of choice for the growing hybrid workforce.
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Today’s consumers of every age demand a high level of customer service, with one communication channel becoming increasingly in demand: video.
According to a 2024 Zoom-commissioned Metrity report, Use AI to enhance not eliminate the human touch, when consumers were asked whether they want to use video, screen sharing, or both for a variety of customer service interaction purposes, more than 90% wanted visual channels for most of them. They also found that companies that use visual engagement in customer service increased revenues by 22%, improved ratings by 25% and agent efficiency by 18%. With video tools in place, organizations can maintain the human element in the customer experience through supportive and empathetic conversations that create moments of delight for customers.
Zoom Contact Center answers the growing need for a modern, AI-first customer service solution that grows with your business. Having an AI-powered, all-in-one communications and contact center solution is becoming not just a “nice to have” but a “must have” in today’s fast-moving CX industry. Metrigy found in their CX Metricast 2024 market study that more than half of companies with integrated UC + CC platforms report higher revenues (61%), better employee productivity (61%), improved CSAT (59.8%), and reduced costs (51.2%).
An integrated contact center experience helps organizations remove the barriers that lead teams to work in silos and instead increases employee collaboration and productivity. Even better, this integration lessens the burden for IT teams by deploying the same Zoom application. All in all, it enables businesses to deliver the Total Experience their customers crave.
With Zoom Contact Center, businesses can uncover new efficiencies through myriad benefits, including AI-powered innovation, scalable features, intuitive dashboards, and remote-friendly software that offers integrations with popular CRMs and help desk software.
We’re in an era of rapid contact center transformation. AI is developing so quickly that it’s hard for CX leaders to keep up. This has resulted in a lot of investment in AI. In fact, McKinsey has found in their recent report that 92% of companies plan to increase their AI investments over the next three years. However, according to Forrester’s report, The US Customer Experience Index Rankings 2024, CX index scores are falling to their lowest point in 8 years. Making an organization’s AI adoption a success is all about how you implement it.
Our customer-led approach with Zoom Contact Center and all of our products in the Zoom CX suite means we’re continuously evolving our platform to stay ahead of the curve. The result is a modern, smart AI-first CX solution for businesses of every size. With Zoom AI Companion at its center, Zoom Contact Center enables seamless, fast, and efficient customer journeys across multiple channels.
“I used to have to carve out chunks of time throughout the week to focus on call monitoring, but now those days are gone thanks to Zoom Contact Center with Zoom AI Companion. I love the new interaction summaries and the sentiment faces at a glance. I can now work on reports, emails, and other projects while simultaneously monitoring real-time conversations. Zoom is a stellar product that is seamless to use.”
As a robust CCaaS solution, Zoom Contact Center uses advanced, skills-based routing to qualify customers’ needs and route them to the agent best suited to resolve their inquiries. This enables increased efficiency, faster call resolution time and dramatic improvements in the CX you provide. Built-in analytics provide clear insight into agent productivity, call time, and customer interactions, leading to higher customer satisfaction and retention. Meanwhile, the familiar Zoom experience reduces ramp time and learning curves caused by introducing new software. Zoom customer Vensure, which has reduced its call resolution time by two minutes and boosted post-engagement survey scores to 90%, found the implementation of Zoom Contact Center just as rewarding:
We knew that Zoom was the right platform for us because of the flexibility and ease of use. Our employees loved the platform and could use it without much training. This, along with the technical features, meant it met all our needs in a contact center.
With the release of autonomous AI Agents, Zoom Contact Center and Zoom Virtual Agent (ZVA), our self-service solution, will become even more intuitive. For ZVA, these AI agents can be easily set up to make decisions and resolve issues for your customers all on their own. The more AI can do the heavy lifting and deal with the more straightforward inquiries, the more time your agents will have to spend on the more complex customer interactions.
We’ve seen impressive results first-hand when implementing ZVA internally here at Zoom. The Zoom customer care team has experienced a 97% self-service resolution rate, with CSAT increasing by 28% and a 35% reduction in query no-match rates.
Our CCaaS was born in the cloud and built for scale to support businesses of all sizes. By paying only for the agent support they need, organizations can focus more on growing their business and training agents and less on wasting resources for unused software licenses or empty desk phones.
The trust we have in Zoom’s enterprise solution means we no longer have to worry about the software. It frees us up to focus on what really matters—delivering the best possible customer experience. We’re confident that Zoom can scale with us as we continue to grow.
Remote and hybrid workforces are here to stay. Suppose you’re struggling to adapt to accommodate a more dispersed team. In that case, it’s a good time to consider the benefits of an AI-powered, all-in-one unified communications and contact center solution. Because it’s cloud-based, Zoom Contact Center makes it easy for teams to communicate with customers and access customer data regardless of where they physically work. Combined with the power of AI, a unified solution is a powerful force that brings businesses together no matter where their employees and agents are located to create a Total Experience for customers.
While all Zoom Contact Center customers can choose to use our global data center, we understand some customers may have specific requirements regarding where their data is located. With this in mind, Zoom Contact Center is now available in our regional EU and Middle East clusters. As a result, Zoom Contact Center provides customers with innovative solutions while also supporting their compliance requirements. NOTE: Not all global features will be available regionally in the initial release.
To offer an even more flexible approach, we’ve updated our capabilities to allow for the use of data on a regional basis while still leveraging the global infrastructure. This approach combines the best of both worlds and can help customers gain access to features like our advanced AI-powered features while also enabling compliance with local regulatory requirements.
“Zoom continues to recognise the importance of addressing local data requirements for our European customers, and our regional data centers provide them with the confidence that our innovative solutions can address their needs across Zoom’s products, especially with Zoom Contact Center,” said Ben Neo, Head of Customer Experience (CX) Sales EMEA.
It’s hard to put a price tag on customer service, especially when 63% of consumers are likely to switch to a different brand after just one or two negative experiences, according to Morning Consult’s recent Zoom-commissioned research. But it’s easy to see the value of helping customers have an exceptional experience and walk away satisfied. As our customer Noah Garden, deputy commissioner at MLB, explained:
Zoom has allowed us to continue a tradition of really being a technology-focused company and making sure that we’re using cutting-edge technology not only to advance our business but also for our fans.
Level up your workforce call center services with Zoom Contact Center to help lower your operating costs, expand your brand reputation, and improve your customer connections.
To learn more about our cloud contact center solution, visit our Zoom CCaaS webpage. For more information about Zoom Contact Center channel distribution and resources for Zoom partners, please visit the Zoom Partner Portal.
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