Zoom announced a complete overhaul of its AI-powered customer experience tools and recently unveiled new pricing plans.
“We’re thrilled to see the strong momentum behind Zoom Contact Center, our comprehensive contact center offering launched last year, with over 700 customers including medium to large multinational enterprises,” said Vi Chau, Head of Product, Zoom Phone and Contact Center. “We’re strategically investing in advanced AI, work management, and omnichannel communication to create meaningful customer experiences. We’re also delivering exceptional value at every level with new plans, such as enterprise-grade features at no additional cost.”
To meet the growing customer base and diverse business needs, Zoom Contact Center will launch new pricing plans. Each plan will include voice, video, chat, SMS, real-time transcription, remote control, computer-telephony integration (CTI), questionnaires, and an AI Companion with automatic summarization.
In addition, the mid-range plan will include several features, such as receiving email, social support, and an outbound dialer. The high-end plan will allow users to use Zoom AI Expert Assist and Workforce Engagement Management, which can also be added to the selected plan through add-on purchase.
This new solution will provide customers with excellent value and flexibility to meet the needs of contact centers of all sizes.
A new solution with flexibility and commercial value
All products in Zoom's latest plan can be combined with each other through dedicated account authorization or parallel account authorization to meet enterprise needs.
Essentials:
The Essentials plan includes multiple services such as Zoom AI Companion, remote control, privacy and security features, and supports multiple key communication channels such as voice, chat, SMS, video, etc., with a monthly fee starting at US$69.
Premium:
The upgraded plan, Premium, includes all the features of the Essential plan and supports email, social networking, and outbound dialing functions, with a monthly fee starting at US$99.
Elite:
Customers who choose the Elite plan will enjoy all the features of the Premium plan and receive services such as Zoom AI Expert Assist, Quality Management, and Workforce Management, with monthly fees starting at US$149.
In addition, Essentials and Premium users can flexibly purchase services such as Zoom AI Expert Assist and Workforce Engagement Management based on their needs.
Upgraded functions expand diverse usage scenarios
Zoom's latest developments in customer experience focus on helping businesses interact and collaborate more effectively with customers, employees, and more.
Among them, Zoom AI Expert Assist uses AI as its core to provide customers with customized support, which not only improves the work efficiency of customer service staff, but also helps supervisors make better decisions.
AI Expert Assist uses relevant data from specialized databases, customer relationship management (CRM) systems, and other records to provide agents with optimal response recommendations. Additional features, expected to launch in early 2024, will include recommending optimal action plans, providing personalized response strategies, and leveraging AI to enable management and contact center managers to quickly understand the latest status of agents and the company.
Zoom will also expand its diverse communication channels to facilitate team communication, including email and Meta Messenger, allowing customer service representatives to interact with customers in their preferred method. WhatsApp support is currently expected to be released in early 2024.
The remote control function will allow IT department staff to help internal employees and customers solve problems more quickly, and customers can also authorize staff to remotely control their desktops.
Outbound dialing will help sales teams enhance customer engagement. The system will detect the availability of customer service agents and automatically dial designated contacts when they appear online using Zoom's progressive dialing feature. Progressive dialing is currently in beta and is expected to be fully rolled out in the coming weeks. A preview of outbound dialing is expected to be available in early 2024.
Additionally, personal information contained in recorded audio and video content, voice, video, and messages during meetings will be protected through Zoom's built-in post-production editing capabilities, providing customers with more comprehensive privacy and security protections. Zoom plans to launch personalized encryption keys in 2024 to protect data stored on Zoom's cloud infrastructure.
Integration with third-party applications will enhance the customer service experience, reducing switching time between different applications and providing immediate access to customer-related information, including CRM, support, and payment functions. This feature will be officially launched in early 2024.
