The newest addition to the company’s family of connectivity and collaboration tools, Zoom Contact Center improves customer support through video-supported communications.
Understanding the Zoom Contact Center
Zoom Video Communications announced the debut of its helpdesk product in February 2022 – introducing an omnichannel help desk technology designed for video and incorporated into the Zoom interface.
Through the pandemic, Zoom became almost synonymous with group video calls, crossing the office to fuel the interpersonal relationships of millions of people worldwide. The same capability will be available when connecting with clients/customers.
Zoom Contact Center (initially known as Zoom Video Engagement Center) integrates multiple forms of communication and helpdesk features with the Zoom platform’s ease of use and accessibility. It covers customer support cases and procedures using video, phone, messaging, and web chat, some of which are in the beta stage.
Key Features of the Zoom Contact Center
Zoom Contact Center is designed to be a video-first support hub but also accepts voice calls. Additionally, it has several contact centre-specific features to make life easier for support teams. For example, real-time analytics provide organizations with information on agent performance, call time, processing times, quality service fulfilment, and much more. Some of these key features of the Zoom Contact Center include:
Omnichannel compatibility
Zoom Contact Center is geared for video, unlike most other solutions that primarily focus on voice, chat, or email. It provides access to various channels, including phone and video, along with texting and online chat.
Agent and supervisor experiences
The contact center interface, available directly inside the Zoom app client, gives supervisors complete visibility of employee activity and customer interactions. This allows companies to keep a “tight leash” on contact center processes. It also has built-in productivity dashboards, allowing teams to assess their performance and identify areas for growth.
Visual IVR designer
A visual drag-and-drop interactive voice response (IVR) designer is included with Zoom Contact Center. IVR enables self-service by providing easy solutions to frequently-faced problems or allowing callers to perform simple actions. Actions like bill payment, leaving voicemail messages, or receiving shipment details are now possible without speaking to a live agent. Contact center managers may quickly build menus, greetings, and alerts within the Zoom Admin platform using the tool’s GUI.
Agent skill-based routing
Admins can create, edit, and delete specific skills and skill categories to determine call routing. This guarantees that the agent taking a call is the best candidate for a customer’s needs. Proficiency ratings indicate the agent’s level of experience or knowledge of the skill, and businesses can add additional capabilities to this routing profile. This will effectively emphasize a collection of competencies and get agents to work quickly after inventorying the skills available.
Groups and queue management
Users can apply a routing profile to a call queue to handle future engagements appropriately. Following this, the administrator can establish the waiting period for linked agent availability and assign a preference and requirements to a routing profile. After creating a queue, one may customize it by adding team members and choosing a distribution mechanism, so customers are attended to without delay.
Contact center analytics
Agent supervisors and account owners can use the Zoom Contact Center analytics module to determine a particular agent’s competencies and performance. Administrators have access to reliable statistics, which allows them to see real-time engagement data. Using this, supervisors will be able to more readily discover ways to shorten calls, re-skill workers based on demand and competence, and improve customer interaction results.
Third-party integrations
Enterprise can add Zoom Contact Center to their current website or application with just a few rows of code. Organizations may also link information from other systems like Salesforce to deliver the most recent customer details to agents. As a result, users can begin with a channel of their choice and then add video if necessary.
Benefits of Zoom Contact Center
Zoom Contact Center brings many benefits to the workplace, including the following:
- Efficiency – Zoom Contact Center meets the growing demand for an integrated connectivity platform and contact center solution in one package. A unified contact center experience assists companies in overcoming the constraints that cause teams to function in isolation, increasing staff teamwork.
- Ease of use – Users can quickly set up and utilize the tool, and zoom offers simple purchasing and deployment with no hidden costs. Meetings can be started with a single click, and deploying and managing Zoom does not necessitate the involvement of an IT personnel.
- Flexibility – Agents in contact centers are typically bound to physical places, and even if they can work virtually, they must manage several communication tools. By centralizing communications, Zoom Contact Center eliminates bottlenecks.
- Customer delight – Contact center supervisors can organize service teams based on skills so that when a customer calls, they are directed to professionals qualified to address their specific needs. A process that used to take several service agents can now be streamlined, improving average call time and pick-up time.
Getting Started with Zoom Contact Center
Zoom Contact Center is accessible in the United States and Canada, with worldwide availability expected later in 2022. Monthly and annual options are available, with the following tailored plans:
- Zoom US & Canada Virtual Service Phone Numbers – Prices start from $60 per year onwards. Enterprises can include online service numbers as part of their existing Zoom plan to ensure customers can keep in touch via familiar digital channels. It is offered in the United States and Canada.
- Zoom US/Canada Toll-Free Phone Number – Annual fees begin at $60. Toll-Free phone lines are added to company contact center plans so customers can contact them for free. As in the previous plan, this option is offered in the United States and Canada.
Zoom Contact Center was created with attention to satisfy the demands of today’s agents and customers. While dozens of cloud-based contact center enterprises have picked up steam in recent years, Zoom has a major advantage in that, by now, millions of users worldwide are conversant with the company. As a result, Zoom has become better suited to assist its existing and potential user base.
