Zoom wants to make sure your contact center experience is as painless as possible
Zoom is giving contact centers an AI boost
When you purchase through links on our site, we may earn an affiliate commission.Here’s how it works.
Zoom has rolled out a nifty feature update forcall centercustomers in an effort to boost engagement and customer satisfaction, and surprise surprise, AI makes an appearance.
With the launch of its Workforce Engagement Management suite, the company hopes to eliminate the need for businesses to have to source different bits of software elsewhere, instead providing it all under one roof.
Kentis Gopalla, who heads up the new suite atZoom, said: “The contact center is at the heart of every customer experience, and the Workforce Engagement Management suite ensures that Zoom customers have everything they need to deliver excellence to their customers.”
Zoom Workforce Engagement Management
The suite comprises specifically two separate tools: Workforce Management and Quality Management. The latter uses artificial intelligence to help analyze customer interactions, which Zoom says can help to improve agent performance.
The tool can scan conversations with AI-powered speech analytics to help make sure call center staff are asking the right questions, all while keeping on top of agent KPIs, thus reducing supervisor workload.
Workforce Management is a tool that’s geared more toward the business and its operations, helping to ensure that a contact center is staffed with the right number of agents to meet demand requirements.
It uses AI to forecast this using historical data up to four weeks in advance, which then allows it to generate recurring schedules from the Zoom app.
Are you a pro? Subscribe to our newsletter
Sign up to the TechRadar Pro newsletter to get all the top news, opinion, features and guidance your business needs to succeed!
Quite how Zoom’s Contact Center tools stack up to othercall center softwareremains to be seen, but the company’s commitment to AI should reassure customers who are looking for the most efficient workflow that this might be the solution for them.
More from TechRadar Pro
With several years’ experience freelancing in tech and automotive circles, Craig’s specific interests lie in technology that is designed to better our lives, including AI and ML, productivity aids, and smart fitness. He is also passionate about cars and the decarbonisation of personal transportation. As an avid bargain-hunter, you can be sure that any deal Craig finds is top value!
This new malware utilizes a rare programming language to evade traditional detection methods
Google puts Nvidia on high alert as it showcases Trillium, its rival AI chip, while promising to bring H200 Tensor Core GPUs within days
I’ve been covering Apple Watch deals for years – This is the one model most people should buy on Black Friday
