![]() Once the agent joins, both the agent and customer can screen share, file share, and chat. Video engagement helps personalize customer interactions and solve queries faster and more efficiently, while enabling customers to view customized content, estimated wait time, and callback notification before the agent joins the call. Rapidly innovate with a multi-journey roadmap that turns Zoom Contact Center into the market leading CCaaS provider.Differentiate from competing CCaaS providers with intelligent self service, combined UC/contact center experiences, and high-touch video customer engagement.Disrupt the contact center experience and provide customers with a simple solution.The Zoom Contact Center is a video-optimized omnichannel offering, providing intelligent self service and routing, a single experience for UC and contact center.Īt the event, we heard from Scott Brown, the new Head of Zoom Contact Center, who discussed Zoom’s vision for contact center. Of course, the new Zoom Contact Center was front and center in the minds of many of the analysts. Looking forward, Oded discussed how Zoom will be adding more collaboration capabilities, including new Zoom Chat capabilities and the enhancements to the Zoom Whiteboard. In this video interview, Oded discussed the Zoom Contact Center with its 150 new features, as well as Zoom IQ to provide insights to sales teams. Zoom it analyst level 1 update#She also provides an update on Zoom Phone growth, Zoom IQ for Sales, and much more.ĭrilling down into some product information, I spoke with Oded Gal, Chief Product Officer, who reiterated that Zoom is much more than UC, and that customers are looking for a single solution that helps them do more with less, while breaking down silos to make connections with coworkers and customers. In this video interview, Heidi discusses Zoom’s “pillars of innovation” as well as some of Zoom’s innovations, including Workspace Reservation, the Solvvy conversational AI, Zoom chat, and more. This is up from three million just one quarter ago.ĭuring the event, I had the opportunity to speak with Heidi Elmore, Head of Product Marketing, who discussed the event takeaways. The magic number we heard throughout the event was four million – as in how many Zoom Phone licenses have been sold. As the company moves upmarket, the number of enterprise customers with over 100 employees grew 18% to more than 204,000. The current outlook for 2023 is for over $4 Billion in overall revenues, with plans on becoming a $10 Billion company. In positioning Zoom as a "working operating system," Yuan acknowledged that the company still has work to do, as many customers don’t know about the company’s persistent chat platform or take advantage of Zoom’s developer ecosystem.ĭespite the recent quarter not meeting investor expectations, Zoom showed some strong numbers and metrics. Various speakers noted that Zoom today is so much more than meetings, adding chat, phone, contact center, rooms, whiteboard, Zoom IQ for sales, developer tools, and more. Yuan noted that while Zoom was previously more focused on the UC elements of the solution, the company is now looking at the more collaborative asynchronous aspects of collaboration. The Zoom Perspectives theme was “The Power of the Platform,” and we heard repeatedly about how Zoom wants to become a platform company.ĬEO Eric Yuan discussed how Zoom is embarking on the Zoom 2.0 journey, going beyond video and unified communications to ultimately become a collaboration platform that helps any user connect with others. While remote attendees could fully participate in the conference part of the conference, hybrid events still can’t replicate the networking that takes place during meals and evening activities (and remote attendees didn’t get to sample the amazing wines at Regale Winery or get a selfie with Zoom CEO Eric Yuan). Remote attendees were able to participate in the live chat and Q&A and were equal participants during the sessions, as shown below. Josh Brage, Global Services Manager, was the Remote Host and MC, and there was even a remote house band located in Austin, TX to perform between speakers. With hosts, presenters, and analyst attendees both in the physical and remote locations, Zoom showed off its events platform and set the bar for hybrid events going forward. Zoom it analyst level 1 how to#The Zoom Perspectives Analyst Conference in San Jose, CA demonstrated how to run a hybrid event. ![]()
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