Humanizing customer experience with AI

Deliver seamless, highly personalized customer care on one familiar platform with industry-leading cloud contact center software.

A cloud contact center built for the future of CX

• **Outpace customer expectations: **Meet your customers on all channels and provide instant, accurate resolution 24/7 with a conversational AI chatbot.
• **Use AI to upskill and enhance agent care: **Empower agents with real-time AI assistance, easier scheduling, and coaching insights from every interaction. 
• **Speed up contact resolution and boost ROI: **Increase customer and agent satisfaction by using AI to reduce after-call work, simplify queues, and decrease hold times.

Features

• Provide smart self-service with Zoom Virtual Agent - **Improve first-contact resolution: **Get it right the first time. Mimic your best agents to deliver personalized responses through CRM, knowledge base, and support system integrations. - **Boost CSAT with a human-touch: **Get your customer to the correct live agent by intelligently routing the interaction along with the conversation history at the point of escalation. - **Drive faster outcomes: **Free up agents for more complex problems by identifying interactions that can be handled automatically by your virtual agent.
• Meet your customers where they are - **Provide the freedom of channel choice: **Create a seamless experience no matter where customers engage: SMS, social, chat, voice, or video. - **Tailor interactions to suit your customers: **Simplify and add a personal touch to engagements by ensuring all channels look and feel like your brand. - **Reduce frustration, capture the entire customer journey: **Avoid repetitive conversations by giving agents summaries of the entire customer history across all channels.
• Boost agent morale, build customer loyalty - **Reduce repetitive tasks and improve productivity with AI: **Enjoy more efficiencies and reduce customer frustration by automating agent note-taking and post-interaction summaries. - **Speed up knowledge access: **Provide the right response in real time by giving agents access to your company’s records and data in one centralized knowledge base. - **Empower agents with personalized coaching and schedule control: **Give your team a sense of purpose and improve performance with scorecards, guided training, and shift bidding.
• Deliver better business outcomes - **Simplify operations with one platform: **Lower costs and remove complexity by bringing together your communications and contact center on a single cloud platform. - **Beat SLAs by deploying the right agents: **Better predict call volumes and staffing through automated forecasting, scheduling, and intraday management. - **Harness efficiencies with actionable insights: **Be proactive, not reactive by accessing trending topics, CSAT, and the root cause of complaints.