In a world where the lines between customer experience (CX) and employee experience (EX) increasingly blur, Zoom is leading the charge toward an integrated, AI-powered “brand experience.”
Chris Morrissey, Head of Zoom Contact Center, said that the company is committed to “uniting the CX and EX under a single, seamless umbrella”.
“Our goal is to ensure every interaction with our brand – whether you’re a customer, agent, or employee – is connected, unified, and exceptional.”
“So how do you do that? Well, it has to be with a combination of changes to philosophy, process, but certainly also in technology capabilities. Where you start looking at a platform; firstly, one that is AI-infused is very important. Then you also looking at bringing both the EX and the CX platforms together as one,” he added.
“And this is the AI-infused brand experience trajectory we’re heading in right now. AI makes sure that there’s self-service there from a customer’s perspective. AI to empower employees and agents with more access to more data and better tools to be successful at their jobs. And then also AI for the manager. How do I get access to the what’s happening in the business? Are there trends I should be aware of? Is there something around trending data, sentiment analysis? All that is powered by AI.”
Zoom’s strategy revolves around leveraging artificial intelligence to elevate both customer and employee interactions to new heights. Morrissey said that AI-infused platforms are crucial as they offer self-service options for customers, empower employees with access to data and tools and provide managers with insights into business trends and sentiment analysis.
This comprehensive approach was showcased during the virtual Zoom CX Summit APAC hosted by the company’s Head of Field Marketing (APAC) Cathy Yum, and which was attended by Business Today. It was an insightful event where industry leaders converged to discuss the future of CX and EX, infused with human touch and advanced technology.
Ricky Kapur, Zoom’s Head of Asia Pacific, also emphasised on the importance of the human element in this technological evolution. “In an era of rapid technological advancement, the human experience remains at the core of both CX and EX. Offering exceptional experiences can significantly enhance customer loyalty and accelerate revenue growth,” Kapur said, emphasising the critical role of empathy and swift resolution in retaining customers.
The Zoom Contact Center exemplifies this commitment to innovation and excellence. Launched two years ago as the first video-optimised omnichannel contact centre, it has introduced over 700 features to support a comprehensive service across various channels.
Kapur added that the Zoom platform has been designed to enhance the productivity of agents and provide strategic insights for supervisors, ensuring top-notch customer service.
AI features prominently within the Zoom Contact Center, with tools like AI Companion enhancing agent productivity through live transcription and task generation, and AI Expert Assist offering real-time information to streamline customer interactions. The Workforce Engagement Management and Quality Management tools utilise AI to optimise staffing and improve service quality further.
The impact of Zoom’s technologies is evident in the testimonials from its customers. Lenskart, for instance, has harnessed the Zoom Contact Center to pioneer remote eye testing in India, overcoming geographical disparities in access to optometrists. Rahul Rupani, Product Owner at Lenskart, noted, “The video capabilities of Zoom Contact Center have enabled us to offer a seamless and trustworthy eye test experience, closely mimicking an in-person visit.”
Similarly, Iress has seen significant improvements in operational efficiency since implementing Zoom Contact Center. Kelly Fisk, Chief Corporate Affairs & Marketing Officer at Iress, shared: “The ability to swiftly identify trends and address issues has drastically reduced the number of tickets logged and improved our problem resolution capabilities.”
Zoom’s integrated, AI-enhanced approach to CX and EX is setting new standards for the industry, demonstrating the power of technology to forge deeper, more meaningful connections between brands and their customers. As companies worldwide strive to keep pace with evolving consumer expectations, Zoom’s innovations offer a blueprint for the future, one where every interaction is enriched by intelligence, empathy and efficiency.
