Zoom has launched an omnichannel contact centre solution that integrates seamlessly with its unified communications platform.
Zoom Contact Center supports communication channels such as video and voice, while SMS and webchat are functionalities are set to follow.
The solution is now available in the US and Canada, with international availability coming later this year.
Oded Gal, Chief Product Officer at Zoom, said: “Previously, contact center infrastructure was complex to deploy, expensive to operate, and time-intensive to upgrade. Zoom Contact Center was carefully designed to meet the needs of the modern agent and end customer, both of which expect a personalized, digital, and effective contact center experience.
“I am pleased to announce the general availability of Zoom Contact Center, building upon the reliable Zoom platform model and bringing the experiences our customers know and love to yet another industry”
Zoom first announced its contact centre solution last September, under the name Video Engagement Center.
The vendor said that Zoom Contact Center launches with more than 100 agent, supervisor and contact centre features – while additional channels, AI-powered features and CRM integrations are in the pipeline.
Ease of Use, Anywhere
Zoom highlighted the contact centre solution’s ease of use and anywhere-work nature as two important characteristics.
It says the platform means agents are no longer tied to physical contact centre locations, while integration with the UC side of Zoom makes it easier for agents to communicate with the rest of the business.
On the developer side, Zoom said the solution is easy to deploy for administrators and includes a drag-and-drop interact voice response designer.
