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Zoom announces new plans and AI features for Omnichannel Contact Center

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Zoom has announced new plans and enhancements to its AI-powered customer experience (CX) suite. With these new features, the Zoom Contact Center aims to provide exceptional value and flexibility to meet the needs of small-to-large contact center departments.

Zoom Contact Center has seen tremendous growth, expanding to businesses of all sizes, from mid-market companies to global enterprises. To support its growing customer base, Zoom Contact Center will be available in new tiered plans that each include voice, video, chat, and Short Message Service (SMS) channels, real-time transcription, remote control, Agent Computer-Telephony Integration (CTI), surveys, and AI Companion capabilities, including summarization.

Zoom’s new packages are designed to provide enterprise-grade feature sets to serve the needs of its customers best, regardless of their size. Customers can mix and match all product offerings as named or concurrent licenses.

The Essentials package starts at $69 per month. It includes Zoom AI Companion, remote control, privacy and security features, and support for omnichannel voice, chat, SMS, and video, as well as many other core capabilities.

In addition to the features offered in the Essentials package, the Premium package provides support for email, social channels, and outbound dialer, starting at $99 per month. Elite customers have access to all the features from the Premium package, plus Zoom AI Expert Assist, Quality Management, and Workforce Management, starting at $149 per month. Customers with Essentials and Premium packages can purchase features such as Zoom AI Expert Assist and Workforce Engagement Management as add-ons.

Zoom’s newest innovations in customer experience focus on helping businesses engage and collaborate better with customers, employees, and more. These innovations include Zoom AI Expert Assist, which enables AI-powered personalized customer support, improved agent productivity, and better supervisor intelligence. Zoom is also expanding its communication channels, including email and Meta’s Messenger, allowing agents to interact with customers where they prefer to communicate.

Additionally, Zoom will offer remote control, outbound dialing, privacy, and security enhancements, and third-party application integrations that enhance the agent experience and reduce the need to toggle between programs, providing real-time access to customer information, including CRM, support, and payments from within the Zoom client. These features will be generally available in the coming weeks.
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