“A cost-efficient alternative to legacy phone systems, they are hosted over the internet to allow employees to work across one platform, regardless of location,” Zoom wrote in a blog post. Moreover, as businesses continue to embrace a fully-remote or hybrid working setup, Zoom is now better-positioned to serve both its existing customer base and would-be clients in the early stages of their digital transformation efforts. This, according to Zoom, “reduces ramp time and learning curves” for companies considering a shift from their existing provider, be that a legacy phone system or rival cloud contact center.
While countless other cloud-based contact center companies have gained traction and raised sizable VC funding rounds over the past couple of years, Zoom holds a major trump card in that it’s already familiar to millions of people globally. On top of that, Zoom Contact Center features such as real-time analytics serve companies with insights into agent productivity, call time, waiting times, service level satisfaction, and more. The company is also working on SMS and web chat functionality, which are currently available in beta, though there is curiously no mention of support for instant messaging services such as WhatsApp. At launch, Zoom Contact Center is optimized for video calls, though it’s not clear to what extent customers wish to engage with support teams over video - and that is why Zoom’s solution supports voice calls too. Zoom Contact Center, as the new product is called, is pitched as an omnichannel contact center that is integrated directly into Zoom, meaning it supports the usual Zoom Chat features directly in the main interface.
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