Journey.ai, Zoom collaborate for contact center security and CX

FLORIDA, UNITED STATES — Cybersecurity firm Journey.ai has teamed up with software company Zoom to transform security and boost the customer experience.

Journey.ai will boost Zoom Contact Center’s security through its patented network and technology, including mobile wallets and digital identity verification.

The collaboration will allow clients to verify customer identity in various ways, including one-time passcodes and facial recognition. In addition to tightening security measures, it also streamlines customer interactions. 

Firms from regulated industries such as banking, insurance, and retail will benefit from this collaboration. 

A rapidly evolving tech world has given rise to malicious cyber attacks, such as identity theft, hacking, phishing, social engineering, and more. Businesses are seeking the services of outsourcing firms to safeguard their operations through an enhanced digital infrastructure.

“As longtime Zoom customers and fans, we were excited to see Zoom’s entrance into the global CCaaS market. We are thrilled to be working together to redefine what it means to deliver next-generation security, efficiency, and customer experience,” said Alex Shockley, Co-founder and President of Journey.ai.

Founded in 2016, Journey.ai offers a suite of solutions to various segments, including consumer services and utilities, contact centers, and finance services. It also offers enterprise digital onboarding and enrollment. 

This new partnership comes months after Zoom announced enhancements across its AI-powered customer experience suite and new pricing plans for its Zoom Contact Center platform. 

The Zoom Contact Center will now offer tiered pricing plans, each bundling voice, video, chat, SMS, transcription, security features, surveys, and AI companion capabilities.