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News » Zoom ups contact center game with new AI capabilities

Zoom ups contact center game with new AI capabilities

Zoom new AI capabilities
Photo from Sopa Images/ Lightrocket/ Getty Images

CALIFORNIA, UNITED STATES — Communication platform Zoom recently announced enhancements across its AI-powered customer experience suite and new pricing plans for its Zoom Contact Center platform. 

The updates aim to provide exceptional flexibility and value to serve contact centers of all sizes.

“Zoom Contact Center has seen incredible momentum since its launch last year, reaching more than 700 customers and expanding to businesses of all sizes, from mid-market companies to global enterprises,” said Vi Chau, Zoom Phone and Contact Center Head of Product.

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

The Essentials plan starts at $69 per month. The Premium plan adds email, social channels, and outbound dialers for $99 monthly. The Elite plan further builds on Premium by including Zoom’s AI Expert Assist, workforce, and quality management tools from $149 per month.

The new packages allow mixing and matching named or concurrent licenses to meet specific needs. Add-ons like AI Expert Assist are also available for Essentials and Premium plans.

“These new plans provide exceptional value at all levels, including enterprise-grade features at the base tier that other companies charge extra for,” Chau noted.

Zoom’s latest customer experience innovations leverage AI for personalized, efficient engagements. The Zoom AI Expert Assist draws on natural language to provide contextual recommendations to agents and supervisors.

Zoom is also expanding communication channels to include email, Meta’s Messenger, and WhatsApp chat in early 2024. Remote control, outbound dialing, security, and third-party integrations also aim to boost agent productivity.

Chau added that Zoom is “creating the next-generation contact center” by integrating AI to help drive higher customer satisfaction and improve business outcomes.

The new pricing plans and features are expected to become available over the coming weeks.

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