The company plans to automate the workflow of call delivery, she said. “We're going to help automate how video interactions are scheduled, a waiting room experience, and, of course, to make that easy medium joint experience in a Zoom way. (As part of this push, Zoom bought cloud contact center Five9 in July for $14.7 billion.) Adding video to a contact center, allows agents to “connect with empathy” and build rapport and trust with customers. The 10-year-old company highlighted what it sees as its biggest push: the launch of a cloud-based video contact center in 2022 that “will connect organizations with their customers in new ways," according to Heidi Elmore, head of UCaaS at Zoom.Įlmore, in a briefing before Zoomtopia began, argued that contact center innovations typically focus on improving agent productivity - answering more calls in less time - meaning agents have just enough information to answer questions. ![]() At this week's Zoomtopia event, the company spelled out how it plans build on its recent success, unveiling a slew of new products, capabilities, and updates designed to further solidify its customer base. ![]() Since the outbreak of the Covid-19 pandemic last year, and the necessary uptake in video collaboration, Zoom has become the go-to video answer for a lot of companies.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |