Zoom Takes Its Video Service to the Contact Center

Zoom has entered the contact center-as-a-service market. The company’s product offers video calling as companies seek a more visual interaction with customers.

Story by Mike Gleason, TechTarget

Zoom has launched a contact center-as-a-service product that focuses on providing video calling to the growing number of companies seeking a more visual interaction with customers.

Zoom’s Contact Center, available this week in the United States and Canada, also offers voice calls with SMS messaging and web chat in beta. Because Zoom hasn’t finished the latter two, companies that need the capabilities today will likely look elsewhere or consider Contact Center to supplement what they have, said Beth Schultz, an analyst at research firm Metrigy.

“Video isn’t enough,” she said. “[Zoom] is going to have to move quickly on some of those features [Contact Center] doesn’t have yet.”

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