Zoom Contact Center

Resolve customer issues quickly, accurately, and at scale

• Actionable analytics - Insights go beyond basic reporting to help you improve your product and support operations.
• Better understanding, higher accuracy - Natural language processing intelligently detects what each user truly needs and provides the best possible answer.
• The right answers right now - Our AI chatbot with machine learning guides users to accurate answers quickly, reducing the burden on your team.

Deliver personalized experiences that leave a lasting impression

• Intelligent Hand-Offs - Guide users to the correct channel or support agent when needed with the key details to keep everyone on the same page.
• Personalized Journeys - Create customized flows and messages for unique segments based on their profile or data attributes.
• Always On - Deliver consistently great service across a host of channels – web, mobile, and social – in any language, 24/7.

Boost your contact center efficiency while saving money

• Fast time to value - Deploys fast, reduces ticket volumes, and begins shortening handle times immediately.
• Fewer tickets, better performance - Answers questions and handles requests without involving a live agent, so your team can focus on more complex issues.
• Integrates with CCaaS and CRM software - Connects seamlessly with Zoom Contact Center and leading CRM providers like Zendesk and ServiceNow.

Features

• Call routing - Cloud contact centers use advanced routing techniques that enable you to add intelligence to the customer journey including crawling through applications and source of truth documents to personalize the customer experience. This intelligence also improves agent efficiency, by routing calls to specialized agents based on parameters such as digital channel, skill and proficiency level, or the customer’s phone number.
• Security - Because they integrate with industry-leading collaboration and CRM tools, cloud contact centers are managed by commercial cloud data centers that feature advanced disaster recovery programs and SOC 2 Type 2 certifications. Zoom Contact Center is built on the same secure Zoom platform and encrypts all real-time media (audio, video, screen sharing) with 256-bit AES-GCM encryption.
• Built-in analytics - A CCaaS enables contact center teams to optimize agent productivity and the customer experience with access to robust analytics that measure productivity, call performance, quality management, and self-service metrics through real-time and historical data.
• Seamless integration - Cloud contact centers offer easy integrations with CRM software, productivity tools, and unified communications platforms. Zoom Contact Center allows you to simplify the call routing process and embed web chat, video, recordings, and more directly into your customer journeys. Your telephony system, interactive voice response (IVR), and automatic call distribution (ACD) can also seamlessly integrate with your business tools and databases for more efficient and effective call routing.
• Ease of setup - Provision phone numbers and program a contact center to flow in minutes with Zoom Contact Center’s drag-and-drop modules. With no coding required, it’s easy to automate your customer interactions with automatic speech recognition, recordings, and text-to-speech.

• Single experience for UCaaS and CCaaS - Seamlessly connect agents with back-office experts to improve first contact resolution.
• Conversational AI Chatbot - Provide instant and accurate resolution 24/7 and reduce call load with Zoom Virtual Agent.
• Video Engagement - Engage with customers in new ways and solve issues faster and more efficiently.

Zoom Contact Center for Salesforce

• Improve agent efficiency with single sign-on.
• Reduce post-call effort and time by automatically synchronizing customer data and history for each interaction.
• Personalize the customer engagement.

Zoom Contact Center for Zendesk

• Streamline call center workflows and improve agent efficiency.
• Reduce effort and handle time by automatically logging and associating with the customer record.
• Deliver a more personalized customer engagement.

Zoom Contact Center for ServiceNow

• Streamline call center workflows by automatically identifying the caller and generating a record.
• Improve agent efficiency by minimize app switching.
• Provide a more personalized customer engagement and service experience.