Zoom Video Communications : Reimagine the Customer Experience with Zoom Video Engagement Center

Company News, Zoomtopia

Reimagine the Customer Experience with Zoom Video Engagement Center

Heidi Elmore

September 13, 20212 min read

The Zoom platform has helped our customers adapt and transform over the last two years. Soon, that same technology will reimagine how you interact with your end customers.

Zoom Video Engagement Center (VEC) will be an easy-to-use, cloud-based solution that enables experts and end customers to connect over video. These video-optimized interactions will offer a new way to reach people so you can:

• Engage with customers in a way that drives trust and loyalty
• Instantly bring in experts for additional support or troubleshooting
• Offer unique digital experiences to customers from physical locations like a brick-and-mortar store or digital experiences like a website or application

Built with the same cloud-first scalability and trusted video architecture you've come to expect from Zoom, Zoom VEC will raise the customer experience bar for organizations in every industry. We plan to launch Zoom VEC in early 2022.

Customizable workflow templates

Many Zoom customers use our APIs and SDKs to integrate video into their line of business applications like CRMs or ERPs, but Zoom VEC will make it even easier for any organization to start using video in customer interactions.

With Zoom VEC, your business units can stand up video-optimized workflows easily with our end-to-end templates, which make those workflows more accessible and available to drop into your existing web and mobile applications.

We plan to launch Zoom VEC early next year with select templatesready for immediate consumption. Additional templates will be developed across horizontal use cases or additional vertical solutions, but it's our vision to offer templates that enable any organization to use Zoom VEC.

These customizable templates will create a unified flow of communications across channels, from customer acquisition to scheduling and reminders, to the video call itself as well as post-call follow-up. We'll also use AI to automate, optimize, and drive productivity.

Elevate your important communications

Zoom Video Engagement Center extends traditional contact center capabilities to provide a unique, premium support experience for your customers. We'll provide additional updates on Zoom VEC in the coming months. You can view other platform enhancements we've announced at Zoomtopia in our blog. In the meantime, visit zoom.us to learn how Zoom can transform your communications.

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