Zoom is advancing its customer experience (CX) offerings with enhancements across its AI-powered CX suite, introducing new tiered plans and pricing structures.

Reflecting the company’s strategic focus on advanced AI, workforce management, and omnichannel expansion, Zoom’s new packages provide feature sets designed to serve the needs of all customers, no matter the size.

All product offerings are available to mix and match and as named or concurrent licenses, offering improved customer value and flexibility to meet the needs of small to large contact centre departments.

Zoom AI Expert Assist enables AI-powered personalised support for customers, improved productivity for agents, and better intelligence for supervisors.

Expanded communication channels, including email and Facebook Messenger, allow agents to interact with customers where they prefer to communicate. The ability to chat in WhatsApp is expected in early 2024.

IT departments can help employees and customers solve problems more quickly with the ability to grant helpdesk agents permission to remotely control their desktops.

Outbound dialing empowers sales-oriented agents to enhance customer interaction quality before placing calls and automatically dial numbers on a contact list as soon as an agent becomes available through Zoom’s preview and progressive dialer capabilities.

With third-party application integrations, the agent experience is enhanced and the need to toggle between programs is reduced, providing real-time access to customer information, including CRM, support, and payments from within the Zoom client.

AI Companion included in all product offerings, Zoom’s AI-powered digital assistant provides agents with live transcription, summaries, live sentiment and other tools to help them do their jobs faster and better.