Zoom has unveiled a series of enhancements to its AI-powered customer experience (CX) suite, accompanied by a fresh lineup of pricing plans set to roll out in the near future.
“Zoom Contact Center has seen incredible momentum since its launch last year, reaching more than 700 customers and expanding to businesses of all sizes, from mid-market companies to global enterprises. We have strategically invested in areas like advanced AI, workforce management, and omnichannel expansion to help build meaningful customer experiences. These new plans provide exceptional value at all levels, including enterprise-grade features at the base tier that other companies charge extra for,” said Vi Chau, head of product, Zoom Phone and Contact Center at Zoom.
Zoom Contact Center will introduce new tiered plans, each encompassing a comprehensive range of features, including voice, video, chat, Short Message Service (SMS) channels, real-time transcription, remote control, Agent Computer-Telephony Integration (CTI), surveys, and AI Companion capabilities.
The mid-tier plans will incorporate features like inbound email and social channel support, along with outbound dialers. The top-tier plans will go a step further by integrating Zoom AI Expert Assist and Workforce Engagement Management, with the option to add these capabilities to any package. These flexible plans are crafted to meet the needs of contact center departments, regardless of their size.
Offering three different packages
Zoom's new packages offer enterprise-grade functionalities that can be customized with named or concurrent licenses.
Starting at $69 per month, the Essentials package encompasses core capabilities such as Zoom AI companion, remote control, privacy and security features, and omnichannel support for voice, chat, SMS, and video.
Priced at $99 per month, the Premium package includes all the features in Essentials and adds support for email, social channels, and outbound dialers.
For $149 per month, Elite customers enjoy the Premium features along with additional perks like Zoom AI Expert Assist, Quality Management, and Workforce Management.
Customers with Essentials and Premium packages can opt for add-ons like Zoom AI Expert Assist and Workforce Engagement Management.
Enhancing business interactions with customers and employees
The introduction of Zoom AI Expert Assist streamlines personalized AI-powered support, enhancing agent productivity and providing intelligent insights for supervisors. This feature intelligently retrieves optimal responses from knowledge bases and CRM systems, with future enhancements expected to include recommended next-best actions and an intelligent view of agents and activities.
In response to the evolving landscape of communication, Zoom expands its channels to include email and Meta's Messenger, with WhatsApp integration anticipated in early 2024.
Remote control enables IT departments to swiftly resolve issues for employees and customers by granting help desk agents permission to control desktops remotely.
Moreover, Outbound dialing, currently in beta, allows sales-oriented agents to improve customer interactions by automatically dialing numbers from a contact list as soon as agents become available. Outbound preview dialing is set to debut in early 2024.
Privacy and security have been boosted with built-in post-redaction for certain personal data in voice and video recordings, as well as transcripts. Further enhancements, such as bringing encryption keys to protect data stored in the Zoom Cloud infrastructure, are expected in 2024.
To enhance the agent experience, third-party application integrations are in the pipeline, providing real-time access to customer information within the Zoom client. This feature is expected to be generally available in early 2024.
These innovative plans are expected to be released in the coming weeks, offering businesses a flexible and comprehensive solution to meet their evolving needs.
In October, Zoom introduced its ISV Exchange Program to offer the top solutions from Independent Software Vendors (ISVs) to its customers, seamlessly integrating partner offerings directly into the Zoom platform.
