Zoom launches Zoom Contact Center in Japan
Leveraging cutting-edge AI technology to realize CX and EX on a single platform
On July 6, 2023, ZVC JAPAN, Inc., the Japanese subsidiary of Zoom Video Communications, Inc. (NASDAQ: ZM) announced the launch of Zoom Contact Center in Japan. The Japanese version of Zoom Virtual Agent, an intelligent conversational AI and chatbot solution is also available to help companies connect with customers more efficiently and communicate on a larger scale.
Zoom Contact Center is part of Zoom’s overarching collaboration platform, a solution that provides an omnichannel contact center-as-a-service (CCaaS) experience. The service allows companies to provide customers with fast, personalized responses across a variety of channels, including video, voice, and chat, phone and is especially optimized for video routing. Zoom Contact Center integrates unified communications and contact center functionality into a single, easy-to-operate Zoom platform.
Zoom Virtual Agent will also transform the way companies assist their customers and employees by intelligently guiding customers to the best resolution, reducing call center calls and providing higher quality time to customers in need of human assistance. Zoom Virtual Agent is one of the key features of the Zoom Contact Center, but it is also offered as a stand-alone conversational AI solution, allowing companies to provide better service and faster, more accurate resolution across more channels for their customers.
According to a white paper by ITR, about half of Japanese companies are promising a permanent hybrid work style that combines telecommuting and office work as a way of working after the pandemic. As evidence, 42% of organizations that envision remote work as a future work style have already deployed UCaaS*.
Especially for companies that implement hybrid work, it said that streamlining communication and collaboration operations through UCaaS and creating an omni-channel customer success platform in contact centers are important IT initiatives for companies today, as seamless use of digital communication channels is essential. The contact center market has been growing for the past three years, and another study points out that the need for companies to provide online channels to access business and services is greater than before the economic downturn.
Zoom continues to invest in innovative product development that helps companies provide better, faster, and more accurate support to their customers. Philip Zammit, Zoom’s Head of Customer Experience (CX) for Asia Pacific and Japan, emphasizes Zoom’s commitment to Japan.
“Zoom is committed to supporting businesses with secure and scalable solutions. We are working on unique enhancements to simplify agent workflows and improve the agent customer experience, which in turn creates a better customer and employee experience.”
Osamu Kikuchi, Senior Vice President, Member of the Board of NEC Networks & System Integration Corporation who participated in the verification program for the launch of Zoom Contact Center and Zoom Virtual Agent in Japan, said,
“We have recently tried Zoom Contact Center as part of our regular business operations and found it to be a highly complete contact center solution, with a wide variety of channels for customer service, a database of communication content and easy management, as well as seamless integration with various functions provided by the Zoom platform, such as Zoom Meetings, Zoom Team Chat, and Zoom Phone. As an authorized Zoom reseller, we intend to promote the benefits of the Zoom Contact Center, which enables companies to easily provide communications that enhance the CX experience not only within their own company and to their business partners, but also to end users, and to start using the service in a short period of time and from a small start.”
Four features of Zoom Contact Center
Intuitive operability: Zoom Contact Center agents and supervisors can handle calls as part of the Zoom platform, which is Unified Communications (Zoom Meetings, Zoom Phone, ZoomTeam Chat, etc.). IT is also simplified because it uses the Zoom application already in place.
Scalability: Zoom Contact Center offers essentially unlimited application scale, Zoom can help deliver advanced CCaaS capabilities to a wide range of customers, from SMBs to enterprises. Because Zoom Contact Center is generated in the cloud and built to scale, customers pay only for the agent support they need.
Flexibility: Zoom Contact Center natively supports omni-channel contact center functionality across multiple channels, including voice and web chat, while simplifying video connections between customers and the organization.
Innovation: End users can initiate a conversation with an agent from any digital presence, such as the web, app, or phone, and easily add video as needed. This allows them to share information with customers while providing follow-up through other channels, with the convenience that only a video call can offer.
*UCaaS: Abbreviation for Unified Communications as a Service. A term for cloud-based services in which various communication methods are integrated into a single platform and offered to users.
Zoom is an all-in-one intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic for businesses and individuals. Zoom technology puts people at the center, enabling meaningful connections, facilitating modern collaboration, and driving human innovation through solutions like team chat, phone, meetings, omnichannel cloud contact center, smart recordings, whiteboard, and more, in one offering. Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California. Get more info at zoom.com.