Zoom’s Contact Center as a Service (CCaaS) platform continues to evolve, positioning itself as a scalable and integrated solution for businesses looking to modernize customer interactions. Initially known for its dominance in video communications, Zoom has steadily expanded its contact center capabilities, making it a competitive option for businesses of all sizes. Zoom’s deal with a Fortune 100 company, which moved 15,000 agents to the Zoom Contact Center, is a part of this evolution.1
Why Zoom’s CCaaS Matters for Mid-Market Businesses
The latest advancements in Zoom’s contact center solution are designed to make enterprise-grade features more accessible to businesses of all sizes. Mid-market organizations, in particular, can benefit from:
- Cost-effective cloud adoption, reducing reliance on legacy infrastructure.
- A scalable, all-in-one solution, eliminating the need for multiple vendors.
- Faster implementation and ease of use, minimizing downtime during deployment.
Zoom’s CCaaS remains a strong contender for businesses modernizing their customer engagement strategy as the contact center landscape shifts toward more integrated, flexible solutions.
Expanding Omnichannel Customer Engagement
One of the standout aspects of Zoom’s CCaaS is its omnichannel functionality, which enables businesses to connect with customers across:
- Voice, video, SMS, and webchat allow a seamless, multi-channel approach.
- Video-powered interactions, a unique strength that enhances customer engagement and support.
The ability to switch between channels within a single interface simplifies operations for customer service teams while maintaining continuity across conversations.
Enhanced Customer Journeys with Video Waiting Rooms
A recent enhancement to Zoom CCaaS is the introduction of customizable video waiting rooms, allowing companies to:
- Display branded content and self-service options before an agent joins.
- Reduce perceived wait times with engaging, pre-call interactions.
- Offer an interactive experience, differentiating from standard audio-only hold queues.
This feature is particularly useful in industries where visual assistance or guided troubleshooting can improve customer experience. Imagine the traditional phone-based “hold music” that provided tips or guidance to a caller—this feature takes it to the next level with multimedia.
Smarter Routing and Interactive Voice Response (IVR)
To improve customer-agent connections, Zoom CCaaS includes:
- Skills-based routing, directing inquiries to agents based on expertise.
- A multi-level IVR system that businesses can design via a drag-and-drop flow designer.
These features help companies efficiently manage call volumes while ensuring customers reach the right support agent faster. While this is more of an enterprise feature for high volume, a mid-market firm can route to different departments, such as choosing between one product category or another, or based on language preferences.
Unified Communications: A Single Platform for Teams
One of the biggest differentiators of Zoom’s CCaaS is its integration with Zoom’s broader UCaaS platform:
- Zoom Phone and Zoom Chat enable seamless internal collaboration.
- A unified desktop client ensures agents don’t have to switch between multiple applications.
For businesses already using Zoom for meetings and collaboration, this integrated experience eliminates friction and creates a more connected customer service environment.
Bringing Enterprise-Grade Contact Centers to Mid-Market Businesses: What’s Next?
Zoom’s CCaaS advancements bring enterprise-grade capabilities to mid-market businesses, making cloud adoption, omnichannel engagement, and customer support more accessible.
For companies seeking a scalable, cost-effective contact center, Zoom’s unified communications, smart routing, and self-service tools offer a future-ready alternative to legacy systems.
How can mid-market businesses maximize Zoom’s CCaaS with data and automation? Find out in Part 2.
Premier provides a structured approach to implementing, managing, and optimizing Zoom’s CCaaS solutions for companies looking to modernize their contact centers. Through Premier PRIME: Plan, Recommend, Implement, Manage, and Enhance framework, businesses can choose how much support they receive from Premier and be future-tech-proof.
For more insights on implementing Zoom’s CCaaS solutions and how they fit into your business strategy, contact Premier to explore tailored options.