Zoom has launched a video contact center which it says will reimage the way businesses interact with their customers.
The Zoom Video Engagement Center (VEC) is built on the same technology that powers Zoom’s meetings and will make it easier for companies to engage with their clients digitally.
VEC is built on the same cloud-based video architecture that powers Zoom’s meetings.
Oded Gal, Chief Product Officer at Zoom, said during his Zoomtopia keynote: “Our customers told us they need help supporting inbound, customer-driven requests around service and satisfaction.
“These opportunities to connect your end users and organisations through video are something we feel passionately about”
“We’re building an end-to-end service that integrations many of the isolated systems that customers use to address their own customer satisfaction, and we’re doing it in a very Zoom way.”
Zoom said that many businesses are already using its APIs and SDKs to engage with customers but added that Zoom VEC will make this even easier.
VEC will launch in early 2022 with what Zoom refers to as templates, designed for specific use cases. The firm’s plan is to eventually launch templates for all types of businesses and industries.
The templates will create a workflow across channels, customer acquisition, scheduling, reminders and communication. Zoom said that these templates and workflows can be set up in a matter of days.
Heidi Elmore, Head of UCaaS at Zoom, said the platform will help businesses transform and automate customer interactions that come through digital channels such as websites and applications.
“Traditional technology like contact centres isn’t enough,” she said.
“Video adds empathy, connection, and enables conversations with experts because they can see you, your surroundings, or something physical that you have.”
