Zoom launches contact center solution

Zoom has launched an omnichannel contact center solution that seamlessly integrates with its unified communications platform.

Zoom Contact Center supports communication channels such as video and voice, while SMS and online chat are features to follow.

The solution is available now in the United States and Canada, with international availability coming later this year.

Oded Gal, product manager at Zoom, said, “Previously, contact center infrastructure was complex to deploy, expensive to operate, and time-consuming to upgrade. Zoom Contact Center has been carefully designed to meet the needs of the modern agent and the end customer, who both expect a personalized, digital and efficient contact center experience.

“I am pleased to announce the general availability of Zoom Contact Center, building on Zoom’s trusted platform model and bringing the experiences our customers know and love to another industry”

Zoom first announced its contact center solution last September, under the name Video Engagement Center.

The vendor said Zoom Contact Center is launching with over 100 agent, supervisor and contact center features – while additional channels, AI-powered features and CRM integrations are in the works.

Ease of use, anywhere

Zoom highlighted the contact center solution’s ease of use and its work-from-anywhere nature as two important features.

He says the platform means agents are no longer tied to physical contact center locations, while integration with the UC side of Zoom makes it easier for agents to communicate with the rest of the business.

On the developer side, Zoom said the solution is easy for administrators to deploy and includes a drag-and-drop interactive voice response designer.