The software also has supervisor tools, allowing managers to monitor agent productivity. 'What we're trying to accomplish with Zoom Contact Center is to take the same app that people know and love and add contact center agent and supervisor capabilities to it,' Elmore said.Ĭontact Center's capabilities include a drag-and-drop designer for an automated telephony system that directs calls to the agent with the correct skill set. Zoom's recently released contact center product allows customers and service agents to interact on a company's website. Organizations using Zoom to build a rapport with customers and help them solve problems include financial services, healthcare institutions and companies that provide coaching services, said Heidi Elmore, head of Zoom's UC as a service business. A February survey of 1,846 businesses found that 75% have adopted video or will do so by 2023. Nevertheless, video is one of the top three contact center technologies that companies plan to implement this year, according to Metrigy. ' is going to have to move quickly on some of those features doesn't have yet.'

Because Zoom hasn't finished the latter two, companies that need the capabilities today will likely look elsewhere or consider Contact Center to supplement what they have, said Beth Schultz, an analyst at research firm Metrigy.

Zoom's Contact Center, available this week in the United States and Canada, also offers voice calls with SMS messaging and web chat in beta.

What is zoom contact center