Zoom launches contact center service

Zoom Video Communications Inc. unveiled an omnichannel contact center service integrated into its videoconferencing platform.

Zoom Contact Center, formerly called Zoom Video Engagement Center, offers optimized video as well as combined communications and contact center capabilities to support customer service-related use cases and workflows, according to a Feb. 23 news release.

The service will have more than 100 features available to contact center agents, supervisors and administrators, with SMS and webchat functions currently in beta. Zoom plans to expand the service with extra channels, customer relationship and workforce management integrations, and artificial intelligence and machine learning functions.

Zoom Contact Center will be initially available in the U.S. and Canada, with global expansion expected later in 2022.

The launch comes as Zoom seeks new opportunities to reaccelerate revenue growth amid competition with alternative conferencing platforms.

Zoom's other services include the Zoom Developer Platform, the Zoom Apps feature that integrates productivity apps into Zoom meetings, and the Zoom Events platform that includes functions to host and even monetize virtual events. The company also launched a range of desk phones that support the use of its videoconferencing service.