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News : Zoom Virtual Agent Launch Promises Big Things for ANZ Businesses

Sydney, Australia, Jan 30, 2023 - Zoom Video Communications has announced the launch of Zoom Contact Center in Australia and New Zealand (ANZ), as well as the launch of Zoom Virtual Agent, an intelligent Conversational AI and chatbot solution, to help businesses connect and communicate with their customers at scale in a more efficient way.

Zoom Contact Center offers an omnichannel contact centre-as-a-service (CCaaS) experience. The service enables businesses to deliver prompt and personalised responses to their customers across a variety of channels including voice, chat, SMS, and is also optimised for video.

Zoom Contact Center combines unified communications and contact centre capabilities into one experience with the ease and simplicity of the Zoom platform, the company states.

Michael Chetner, Head of ANZ, Zoom, comments, "Flexibility and accessibility are more important to the customer experience now more than ever. Zoom is excited for businesses to be able to differentiate themselves and build customer loyalty by tapping into our contact centre technology.

"Zoom is removing friction and complexity from the customer experience so that businesses can offer great service, from anywhere. Our recent research found that 79% of Australians and 84% of New Zealanders are more likely to remain loyal to an organisation or recommend it to others if they receive personalised customer service and support when and where they need it."

A 2022 study by Metrigy CX MetriCast found that revenue, customer ratings, and agent efficiency all increased for businesses using video services. Video is being used by Zoom Contact Center customers for Customer Support and IT Help Desks to solve issues faster and more efficiently with screen share, file share, and chat.

Based on Ecosystm's 2023 CX Research, 72% of customer interactions in ANZ are on digital channels. Customers today want to be served quickly and they expect the agents to understand the full context of the engagement.

Audrey William, APAC Leading Analyst, Ecosystm, says, "While the more traditional contact centre technologies will remain important, we will see a rise in more digital channels. Customers want to engage with a brand at their own convenience, through self service and on their terms."

According to the company, these new products highlight Zoom's commitment to ANZ, along with a recently appointed Head of Zoom Customer Experience (CX) for Asia Pacific & Japan, Phil Zammit.

Zammit comments, "While 2023 will be a challenging year for many businesses across ANZ, Zoom is working to support these businesses with secure, scalable solutions. We're working on unique features that make the agents workflow simple and improves their experience, which translates to a better customer experience."

Posted by Veronica Silva Cusi, news correspondent

About Zoom Video Communications, Inc:
Company LogoZoom helps businesses and organizations bring their teams together in a frictionless environment to get more done. Our easy, reliable cloud platform for video, voice, content sharing, and chat runs across mobile devices, desktops, telephones, and room systems. Zoom is a private company headquartered in San Jose, California.
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Today's Tip of the Day - Leadership Requires Listening

Read today's tip or listen to it on podcast.

Published: Wednesday, February 1, 2023

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2024 Buyers Guide Payment Services


CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)


Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.

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