Zoom Video Communications has launched the Zoom Contact Centre in Australia and New Zealand, as well as the Zoom Virtual Agent, an intelligent conversational AI and chatbot solution designed to help businesses connect and communicate with their customers at scale in a more efficient way.

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

“Flexibility and accessibility are more important to the customer experience 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 head of ANZ, Michael Chetner said.  

“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.”

Video is being used by Zoom Contact Centre customers for customer support and IT help desks to solve issues faster with screen share, file share, and chat. Other features include a unique waiting room experience, advanced skills-based routing, integrations with CRM and business applications for increased efficiency, and robust data analytics.

The newly launched Zoom Virtual Agent transforms the way businesses assist their customers and employees while reducing the number of interactions to the call centre. Zoom Virtual Agent is a key capability of Zoom Contact Centre and is also offered as a standalone conversational AI solution.