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Zoom Introduces Category-Redefining Contact Center Solution #contactcenterworld "Zoom understands the importance of bringing together UC and multichannel contact center into the same experience," said Blair Pleasant of BCStrategies. "Zoom is known for great video, which is important for high-touch customer scenarios and internal use cases like IT help desk, employee helpline, and revenue-generating activities. But the fact that Zoom Contact Center supports routing, additional channels, and the agent functionality organizations need, means that Zoom Contact Center could become the modern contact center solution of choice." "Previously, contact center infrastructure was complex to deploy, expensive to operate, and time-intensive to upgrade. Zoom Contact Center was carefully designed to meet the needs of the modern agent and end customer, both of which expect a personalized, digital, and effective contact center experience," said Oded Gal, Chief Product Officer of Zoom. "I am pleased to announce the general availability of Zoom Contact Center, building upon the reliable Zoom platform model and bringing the experiences our customers know and love to yet another industry." "Our members trust us with their most privileged information, so when they need support, it is our responsibility to provide them with the expertise First Federal Credit Union is known for," said Chris Neal, Senior Vice President Operations of First Federal Credit Union. "With Zoom Contact Center, our contact center supervisors have the ability to organize service representatives based on skills, so when a member reaches out, we can now route their inquiries directly to experts that are equipped to handle their unique needs. A process that would previously require multiple service representatives can now be accelerated and streamlined into a single conversation. We’ve seen our overall call time and pick-up time improve significantly as we provide more efficient resolution and a better experience for our members." Zoom Contact Center is now available in the U.S. and CA, with more international availability coming later this year. #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Friday, February 25, 2022 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |