Companies today are attempting (albeit not always successfully) to meet customers where they are, regardless of channel, both online and off. There are plethoras of digital customer support options available, but many of them lack the flexibility companies with cyclical business needs require.
Zoom Video Communications, Inc. recently announced enhancements across its AI-powered customer experience (CX) suite, as well as new pricing plans that are expected to be available in the coming weeks. To support its growing customer base and its various business needs, Zoom Contact Center will be available in new tiered plans that each include voice, video, chat, and short message service (SMS) channels, real-time transcription, remote control, agent computer-telephony Integration (CTI), surveys and AI companion capabilities including summarization.
Additional features, including inbound email and social channel support, and outbound dialers are supported in mid-tier plans. Zoom AI Expert Assist and Workforce Engagement Management will be included in top-tier plans, and available as an add-on to any package. These new plans offer exceptional customer value and flexibility to meet the needs of small-to-large contact center departments.
The company’s Essentials package starts at $69 per month and includes Zoom AI Companion, remote control, privacy and security features, and support for the most critical channels: omnichannel voice, chat, SMS, and video, as well as many other core capabilities. In addition to the features offered in the Essentials package, the Premium package provides support for email, social channels, and outbound dialer, starting at $99 per month. Finally, Elite package customers will have access to all the features from the Premium package, plus Zoom AI Expert Assist, Quality Management and Workforce Management, starting at $149 per month.
“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,” said Vi Chau, Head of Product, Zoom Phone and Contact Center at Zoom. “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.”
Future of Work Contributor
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