Zoom hopes to set itself apart from competitors with its suite of advanced enterprise offerings, designed to meet IT administrators’ security, compliance and survivability requirements.
Zoom offers customers in Europe private storage as well as an 0-day data retention policy with third parties.
Spend Management Technology
Zoom announced AI-driven features designed to improve customer experiences, drive adoption and boost productivity. Highlights of these AI capabilities include a content hub showcasing live events and on-demand recordings to help attendees discover new event content; marketing teams also gain access to cross-event analytics that allow them to gain insight into how attendees engage with content across events.
Zoom Virtual Agent’s self-service solution will be capable of responding to inquiries with multiple intent thanks to improved natural language processing and integration with knowledge bases. Furthermore, customers will benefit from personalized engagement summaries that quickly resolve their inquiries, helping to shorten call handling times.
Zoom Revenue Accelerator’s dialer now enables smarter sales prospecting by automatically dialing multiple numbers simultaneously and connecting calls directly to agents when agents answer. Furthermore, the Zoom Revenue Accelerator dialer offers calendaring next conversations with a customer as well as making updates to CRM records within one conversation. Lastly, Zoom Phone now provides post-call summaries and voicemail transcriptions in eight languages – an unparalleled prospecting tool!
AI
Zoom’s AI-first products deliver customer experience and business performance solutions to empower customer-facing teams, from sales to marketing to support to events. Zoom’s innovations help teams reimagine teamwork, drive productivity and deliver results – helping teams reimagine teamwork while driving productivity and achieving results.
AI-powered features in public beta include Smart Name Tags that display names automatically to encourage participation from all participants in Zoom Rooms. Attendees can now use direct links from emails to launch 1:1 chat sessions, while an updated meeting toolbar makes it simpler to access meeting settings, AI Companion tools and host tools.
Zoom Virtual Agent, our self-service customer service solution, now supports multiple customer intents using improved natural language processing and knowledge base integrations, allowing supervisors to resolve issues faster while better supporting customers. Furthermore, AI Expert Assist, an AI-powered feature flagging high priority interactions which require immediate attention helps supervisors prioritize important tasks for agent performance improvement.
Telephony
Zoom recently unveiled new capabilities to their unified communications and collaboration platform to strengthen teamwork, increase customer success, and reduce costs. This includes the launch of AI Companion which can answer general knowledge queries outside meetings as well as new ways of recording, managing, and sharing meetings through an intuitive interface.
Sales organizations can now leverage AI-first innovations to close more deals faster, such as an autodialer that simultaneously dials multiple numbers at once and sends prerecorded voicemail messages when prospects go straight to voicemail, as well as an instant calendaring tool like Zoom Scheduler that instantly calendars calls with prospective leads.
Agents can increase productivity with new customizable UI features and improve self-service with enhanced natural language processing and integration with knowledge bases, helping reduce escalations and handling time while increasing customer satisfaction. Investors had been concerned by a continued loss of consumer and small business customers; however, average monthly churn has seen improvements and reached 2.7% during Q3.
Contact Center
Zoom’s recently expanded AI Companion and improved agent and supervisor experiences with new powerful features like intelligently retrieving responses from knowledge bases or systems of record to increase agent and supervisor satisfaction. Zoom also added AI Expert Assist capabilities which assist self-service, reduce call handle times and enhance first contact resolution rates.
Supervisors can also make use of a new Quality Assurance Firehouse that consolidates insights from custom and third-party data sources into a real-time monitoring dashboard, providing real-time visibility. This tool enables supervisors to listen, whisper or barge into engagements which will enhance agent performance while offering continuous feedback loops.
Zoom’s outbound dialer now supports progressive and preview dialer options that maximize lead capture and conversion, and integrates with popular CRMs like HubSpot and Pipedrive for lead management. Zoom also recently enhanced their outbound dialer to include AI-generated notes when agents transfer an engagement. Zoom also upgraded its outbound dialer with progressive and preview dialer options that increase lead capture and conversion.