Zoom’s AI-Driven Contact Center: Enhanced Features, Tailored Pricing for Businesses

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In a strategic move to cater to the evolving needs of businesses, Zoom Video Communications, Inc. (NASDAQ: ZM) has announced a series of enhancements to its AI-powered customer experience (CX) suite. The company, known for its widely used video conferencing platform, is expanding its reach into the contact center space.

Zoom Contact Center, launched just last year, has gained significant traction, attracting over 700 customers ranging from mid-market companies to global enterprises. The enhancements, set to be available in the coming weeks, include new tiered plans designed to offer exceptional value across businesses of all sizes.

Vi Chau, Head of Product at Zoom Phone and Contact Center, emphasized the company’s strategic investments in advanced AI, workforce management, and omnichannel expansion to elevate customer experiences. The new plans boast enterprise-grade features even at the base tier, challenging the industry norm of additional charges for such capabilities.

The tiered plans for Zoom Contact Center encompass voice, video, chat, and SMS channels, real-time transcription, remote control, Agent Computer-Telephony Integration (CTI), surveys, and AI Companion capabilities, including summarization. Mid-tier plans will support additional features like inbound email and social channel support, while top-tier plans include Zoom AI Expert Assist and Workforce Engagement Management.

The pricing structure offers flexibility to customers, with packages ranging from the Essentials package at $69 per month to the Premium package at $99 per month and the Elite package at $149 per month. Customers can mix and match product offerings based on their specific needs.

Zoom’s latest innovations in customer experience include AI Expert Assist, providing personalized support for customers and improved productivity for agents. Expanded communication channels, such as email and Meta’s Messenger, enhance customer interactions, while remote control facilitates quick problem-solving. Outbound dialing, with progressive dialer capabilities, empowers sales-oriented agents, and additional privacy and security features are integrated for enhanced data protection.

These new plans are poised to roll out in the coming weeks, with early 2024 bringing further functionality, including WhatsApp integration, outbound preview dialing, and third-party application integrations for a seamless agent experience. Zoom’s commitment to delivering value and flexibility underscores its dedication to meeting the diverse needs of contact center departments, from small businesses to large enterprises.

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