CONTACT CENTER AS A SERVICE (CCaaS)
Why ZOOM for an Omni-Channel Contact Center Solution?
Last February, Zoom launched its CCaaS platform: The Zoom Contact Center.
UCaaS & CCaaS all in ONE solution developed & supported by ONE company.
Empower agents with one app for customer engagement and real-time access to back-office experts.
Improve responsiveness and remove the silos between your call center and the rest of your organization.
Reduce cost and complexity with one easy-to-use administration portal for contact center and collaboration tools.
Heck, it even has something called the Zoom Contact Center Kiosk.
ZOOM Integration Partners
Zoom offers many integrations with third-party vendors to simplify workflows. Browse all available apps and integrations in the Zoom App Marketplace.
Additionally, some integrations are available as extensions and plugins that
include the Microsoft Outlook & web add-in, the Google Chrome extension for scheduling with Google Calendar, and more.
Develop your own integrations through the Zoom Marketplace with REST API, Desktop SDK, or MobileRTC™ stacks.
Provide intelligent Self-Service with Zoom Virtual Agent & AI
Boost your CSAT score
Our chatbot AI accurately understands what your customers are asking, regardless of how it’s worded
Improve first-contact resolution
Provide highly specific responses by integrating with your CRM, e-commerce systems, and all your company’s source of truth content
Drive faster resolution
Seamless handoff with chat history so agents can efficiently take over where the AI chatbot left off
ZOOM & Solvvy = Self-Service Chatbots & AI
Since Zoom acquired Solvvy last year, many people have asked why Zoom, a company that is the gold standard for team collaboration and meetings, would look to bring Solvvy’s advanced conversational AI technology and team into its portfolio. And conversely, what led Solvvy to join forces with Zoom?
Zoom Virtual Agent, an intelligent conversational AI chatbot solution, uses natural language processing and machine learning to accurately understand and painlessly resolve issues for customers.
Zoom Virtual Agent works 24/7 on multiple support channels to deliver fast, personalized customer experiences. That means it also reduces call and ticket volume for human agents, which can help businesses save significant amounts on operational costs, especially during a time when budgets are tightening in almost every industry.
Unlike many chatbots on the market, Zoom Virtual Agent uses AI to correctly interpret what your customers are asking, regardless of how they word their requests. The platform understands customers’ intent—and it becomes more accurate over time, as it learns from every interaction. And it allows customers to rapidly build custom intents or choose from rich existing libraries.
But Zoom Virtual Agent goes beyond understanding to resolution. It delivers accurate and conversational resolutions and answers from day one. By crawling your knowledge bases, FAQs, and ticket history (plus any documentation you choose) before launch, Zoom Virtual Agent intelligently guides your customers to the right resolution.
These resolutions often take the form of highly personalized experiences—customized flows and messages for unique customer segments based on their profile and data attributes.
Zoom Virtual Agent also goes well beyond self-service. It embraces the “human + AI” model, and seamlessly hands off to agents when needed, with all the context required for these agents to continue the conversation without asking customers to repeat themselves. In many cases, it can also ensure that the right agents with the right skills are working on these issues.
Finally, Zoom Virtual Agent delivers industry-leading analytics that gives you a true “voice of the customer” with actionable outcomes. The Solvvy and Zoom teams have been working hard, together, to bring Solvvy’s advanced AI capabilities to the Zoom platform, and more specifically, Zoom Contact Center.
Zoom Virtual Agent takes the best of Solvvy and adds many powerful capabilities from the Zoom platform that we’ll tell you more about in the weeks ahead. Zoom is more than video meetings but their product portfolio has dramatically expanded over the last few years.
Zoom Local Survivability (ZPLS) Software
The move to cloud-based phone systems has had tremendous benefits for organizations because it takes away the cost and complexity involved in managing PBXs and proprietary business phones.
On the downside, though, it leaves businesses exposed if they lose connectivity to the cloud.
For some this won’t be a big deal because they can either wait for the connection to restored or turn to their mobiles but for mission critical organizations such as schools, hospitals and governments, calling can’t be disrupted. In addition, mobile isn’t an elegant answer for most enterprises with few workers keeping contact details of colleagues in their personal mobile devices.
To address this challenge, Zoom Phone, which now has sold more than four million seats, has developed Zoom Phone Local Survivability (ZPLS) software. The system is a simplified version of Zoom Phone call control that runs either on-site or in a local data center and can be used if the Zoom Phone cloud becomes unavailable.
The system runs on a virtual machine so it can be easily deployed on various computer platforms, allowing flexibility and simplicity.
ZPLS is only there to address impacts to Zoom Phone cloud access and during normal operations it is inactive but if there is an issue Zoom Phone clients and ZPLS-enabled devices enter survivability mode and register to the local module.
This enables users to access the Zoom directory for internal calls and the ZPLS software works with a Ribbon session border controller (SBC) to route external calls to the PSTN. This happens either via a local SIP trunk or a local analogue line.
Similarly, incoming calls are routed via the Ribbon SBC to the ZPLS.
“The ZPLS software can stay in survivability mode for up to 30 days, during which directory-based calling, transfer, ad-hoc conferencing, and other key phone service capabilities are maintained,” explains Greg Zweig, the Director of Solutions Marketing at Ribbon. “When normal services are restored, the clients and devices automatically re-register back to the Zoom Phone cloud.”
Turbocharging Teams ZPLS relies on the capabilities of Ribbon SBC platforms and the companies collaborated to test the ZPLS software with multiple Ribbon hardware and software SBC models.
The software works with Ribbon’s SBC, SWe, SBC 5400, SBC SWe Edge, SBC 2000 and SBC 1000 with no additional licenses require to deploy ZPLS on Ribbon SBCs. This choice is enabled because ZPLS runs in a virtual machine environment. In addition, because Zoom Phone already uses Ribbon SBCs in the core of its networking, joint testing was facilitated and could focus on ensuring the combined solution is well understood and documented in a configuration guide.
“ZPLS offers robust capabilities in survivability mode, including directory-based calling and group features like conference call and call park,” adds Zweig. “This makes ZPLS a practical solution for extended use in the event that disaster strikes. Its thoughtful design should enable many more organizations to move all their communications to the cloud.”