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Zoom Enters the Contact Center Space, Looks to Video for Differentiation
After its attempt to acquire Five9 was thwarted by shareholders, Zoom has opted to get into the Contact Center business anyway with its announcement of a new "omnichannel contact center solution that is optimized for video and integrated right into the same Zoom experience," that it calls Zoom Contact Center.
While its solution will likely lag its competitors in terms of full feature set, it hopes to differentiate its offering based on its ability to support video using its long history in the space.
“Zoom understands the importance of bringing together UC and multichannel contact center into the same experience,” said Blair Pleasant of BCStrategies in Zoom's press release. “Zoom is known for great video, which is important for high-touch customer scenarios and internal use cases like IT help desk, employee helpline, and revenue-generating activities. But the fact that Zoom Contact Center supports routing, additional channels, and the agent functionality organizations need, means that Zoom Contact Center could become the modern contact center solution of choice.”