Dive Brief:
- Zoom is updating its CX tool set with new features and tiered pricing plans for the Zoom Contact Center solution, according to a Wednesday announcement. Updated capabilities include the Zoom AI Expert Assist, social channel support and outbound progressive dialing.
- The three pricing tiers aim to align costs and support levels with the needs of companies of all sizes, the company said. Certain features will be available at an additional cost for plans that don’t include them.
- “Our goal is to continue to make it easy to implement, offer personalized journeys, and simplify the often convoluted world of contact centers,” said Vi Chau, head of product, Zoom Phone and Contact Center in an email.
Dive Insight:
Zoom is continuing to build out its contact center presence after surpassing 700 customers. The latest slate of plans and features align with the company's push to position itself as an end-to-end contact center solution for businesses of all sizes.
“The Zoom Customer Experience portfolio will remain an important growth accelerator for our long-term success, and we’re confident we can lead the customer experience industry in best-of-class products,” Chau said.
The Zoom AI Expert Assist aims to enable AI-powered support for customers, boost productivity for agents and provide better intelligence for supervisors. The tool can retrieve and suggest responses from a curated set of knowledge bases, CRM platforms and other systems.
Zoom plans to add a next-best-action for agents recommendation tool and supervisor overview capability in early 2024.
AI-powered customer service can benefit every aspect of call center operations, from the customer’s user experience to the agent workflow, according to Chau. More efficient agents can spend more time on important tasks and personalizing experiences.
The contact center management suite will also offer expanded communication channels, including email and Meta’s Messenger, with the ability to chat in WhatsApp expected early next year. Meeting customers in their preferred channel is key to handling challenges such as last mile queries.
Other notable features include a remote control option that enables IT departments to ask for permission to access desktops to solve problems more efficiently, and outbound progressive dialing that automatically dials numbers from a contact list as agents become available.
