Zoom Intros Cloud-Native Contact Center Solution

Zoom built a solid reputation in the video conferencing space, as the company served the remote workforce well over the last two years. Now, Zoom is attempting to gain traction in the contact center space with a new solution for remote contact center teams.

According to a recent article from CRN, Zoom announced the launch of Zoom Contact Center: a cloud-native omnichannel solution enhancing communications for remote contact center operations. This new offering is delivering video and voice support, with SMS and webchat to follow in the coming months.  

Zoom Contact Center requires minimal IT support, allowing contact centers rapid deployment without extensive coding or technical overhaul.  The solution is also equipped with an IVR designing tool, enabling contact center administrators to customize workflows, provision phone numbers, and  automate customer interactions via drag-and-drop system..Additionally, representatives with Zoom claim the solution will soon be able to support third party integrations.

This release marks Zoom's first new offering following its failed acquisition attempt of call center solution provider Five9. Although the company is now offering its own solution, Zoom  will maintain partnerships with Five9, Genesys, NICE, Talkdesk, and Twilio (News - Alert).

Available for purchase in the U.S. and Canada, Zoom channel and referral partners will lead the sales push.

Edited by Maurice Nagle