Zoom is launching an omnichannel contact centre as a service (CCaaS) solution in the UK and Ireland ahead of a roll-out to other countries in EMEA. Previously only available in the US, Zoom Contact Center, with built-in video capabilities, enables businesses to engage with customers over voice, chat, SMS and video and switch from one channel to another during a call.
Features include a waiting room where callers can view videos and documents; advanced skills-based routing; a conversational AI chatbot; integrations with applications such as Salesforce, Zendesk and ServiceNow; and agent monitoring, reporting and analytics. Zoom Contact Center also incorporates a UC platform for easy collaboration between agents, supervisors and other employees including Zoom Team Chat.
