Zoom Q & A
Read this insightful Q & A with Zoom
1. What AI use cases in enterprise collaboration/CX are delivering ROI today?
AI is transforming contact centers—streamlining operations, empowering agents, and enhancing customer satisfaction. Tools like Zoom AI Companion for Contact Center automate repetitive tasks saving agents valuable time by taking notes and providing customer interaction summaries. Zoom Virtual Agent enables brands to offer self-service options, freeing agents to handle more complex, empathy-driven issues. AI Expert Assist offers dynamic agent guides and next best action, providing contextually relevant coaching and tailored, ready-to-use responses. By reducing workloads and improving support quality, AI helps contact centers combat agent attrition, enhance productivity, and deliver better customer experiences—all contributing to a higher ROI.
2. Should enterprises converge their UC and contact centers on a single platform, and if so, why?
Converging UC and contact centers enhances operational efficiency and improves customer experiences. It simplifies communication by breaking down silos, enabling agents to seamlessly connect with back-office experts and access real-time support through familiar AI-powered tools. A unified UCaaS and CCaaS platform ensures that teams can review and optimize interactions, from conversations via Zoom Phone, video, or live chat.
Zoom Workplace provides a single secure open platform for team collaboration, helping call center teams stay and feel connected, streamlining costs, simplifying administration, and supporting hybrid teams. Agents can collaborate through Zoom Team Chat, Meetings for coaching sessions, and Workvivo for engagement.
3. What trends are you highlighting at Enterprise Connect 2025?
At Enterprise Connect, we’re highlighting how real customers leverage our AI-first work platform to get more done, achieve better results, and connect genuinely.
Having led the way in generative AI through summarization, content generation, and personalized AI experiences, we are advancing action-oriented functionality with agentic AI capabilities, designed to help execute specific functions, tasks, and jobs to be done.
AI Companion orchestrates these actions across Zoom Workplace and Zoom Contact Center as well as third parties, fostering collaboration and creating more engaging customer interactions that drive meaningful outcomes.