5 min read
Published on December 18, 2023
Whether your call center is a team of 5 or 10,000+, there are two simple common goals: happy customers and happy agents. But achieving those goals can feel out of reach at the end of a year that's seen so much transformation. With the explosion of generative AI, a continued move to hybrid work, and increasing customer expectations, it's hard to know how best to adapt your contact center for success. Call centers come in different shapes and sizes and serve different needs, so there's no one-size-fits-all solution to meet the current market changes.
Here at Zoom, we've been listening to our 700+ Contact Center customers, a customer base that's growing as quickly as our solution. What we found companies need most is seamless deployment, adaptability, and AI that adds value. That's why we've launched three new Zoom Contact Center pricing bundles, a mix of deployment packages, and a host of enterprise-grade features that bring flexibility, advanced privacy and security features, and contact center AI to companies of different sizes, shapes, and needs. Starting at $69, you can design your ideal next-generation contact center that brings your customer and employee communications together on one familiar and scalable platform. Here are a few of the highlights:
Although voice is still an essential channel in your contact center, with customer expectations evolving, there's an increasing need to extend your customer service so you're easy to reach when and where your customers need you. As Andrew Lindley, CIO, Vensure Employer Solutions, shared during his session at Zoomtopia 2023: "You need to take a channel perspective. Having all channels on one platform is game-changing."
With this in mind, we've expanded Zoom Contact Center beyond voice, chat, SMS, and video to include email and Meta Messenger, with WhatsApp coming in early 2024. Now, you can reach and respond to your customers where they are from an integrated agent experience to add a more personal touch to your customer care.
Zoom Contact Center gives you the ability to have one secure platform for your business communications, helping your call center team stay and feel connected, whether they're working on-site or remotely. Agents can reach subject matter experts on Zoom Chat in real time, jump on team calls with Zoom Meetings, and even be more connected to company news and culture with Workvivo, Zoom's new employee engagement platform.
Having your customer and employee communications on one platform doesn't make sense without integrating the apps your team relies on. Okta recently found that organizations with more than 2,000 employees use 211 apps on average. Integrating essential apps into your contact center solution helps reduce time wasted toggling between programs and minimize friction. In early 2024, your agents can save even more time by getting real-time access to customer information, including CRM, support, and payments from within Zoom Contact Center.
Upgrading your contact center or moving from an on-premise solution to a cloud contact center can seem daunting, but it doesn't need to be. With the right partner, you can get the level of support you need to get up and running so you can start experiencing ROI and the efficiencies of a unified solution. What works for one company might not be sufficient for another when it comes to implementation and ongoing support. There are multiple factors to consider, including team size and location, IT team experience, and bandwidth, among others.
Your team may be well-equipped but still need some additional training. Or perhaps the full white-glove experience would help remove obstacles. Zoom offers a variety of professional service packages to fit your budget and meet your business needs. Our account team is ready and available to help answer those post-implementation questions, as well as offer advice and best practices for every step of your Zoom Contact Center journey. But don't just take our word for it. As a collaborations solutions engineer at AVI-SPL shared: "If anything didn't match up with the Zoom configuration notes, we could call our Zoom contact. Their response was just really wonderful."
With generative AI taking the world by storm, dispersed teams, and increasing customer expectations over the past year, there's been a sea change in the call center. Partnering with a contact center vendor that can help you navigate this new world and practically implement AI can help you ride the wave so you're well-positioned for the future. With a strategy of listening to our customers to guide our innovation, we've added 600+ features since we launched Zoom Contact Center. With three new packages, flexible deployment options, and additional enterprise-grade features, you can design a next-generation contact center that works for you, your team, and your customers.
Find out more about our new Zoom Contact Center packages and discover the complete Zoom Contact Center and its suite of next-generation tools.
Note: AI features are included with eligible paid Zoom Workplace plans and may not be available for all regions or industry verticals.
