UK businesses are switching to Zoom Contact Centre in droves. Here’s why

Zoom Contact Centre hasn’t yet reached its third birthday, so you’d be forgiven for assuming that the product hasn’t yet attained the strength in depth required for larger organisations to take it seriously. But that assumption couldn’t be further from the truth.

Zoom launched its contact centre solution in early 2022 after a bold pivot in strategy. Originally set to acquire Five9, Zoom quickly switched gears when that acquisition fell through, and within six months, developed its own contact centre from the ground up. In the short time since, Zoom Contact Centre has rapidly evolved, adding powerful features month after month - often surpassing what was once envisioned in the aborted acquisition. Today, it’s a robust and versatile solution, not only meeting but exceeding the demands of the modern contact centre.

With customer expectations reaching new heights, UK businesses are adopting Zoom Contact Centre as a central part of their service strategy. In this landscape, where seamless customer interactions are paramount, Zoom’s solution is transforming customer service across industries. But why now? Why are so many companies making the shift, and what does the future hold for those who join them?

Let’s explore what sets Zoom Contact Centre apart for today’s businesses and dig into the core benefits that have driven its widespread adoption.

1. Seamless Integration with the Zoom Ecosystem

Zoom has become synonymous with connectivity and reliability, particularly since the pandemic. Businesses now rely on Zoom for their everyday communication, so integrating customer service with this familiar platform is a natural next step. Zoom Contact Centre works within the existing Zoom infrastructure and user interface, providing:

• Unified Communication: One AI-powered platform for all internal and customer-facing interactions.

• Improved Efficiency: Teams no longer need to switch between multiple tools, reducing downtime, frustration, and error.

• Cost Efficiency: Bundling communications, collaboration, and contact centre services on one platform reduces licensing and training costs.

• Reduced Vendor Ecosystem: Managing multiple contracts and vendors isn’t much fun. Zoom offers the ability for businesses to consolidate, reducing risk and costs, and improving accountability.

With Zoom Contact Centre, businesses can leverage the tools they already use while improving their customer experience.

2. Enhanced Customer Experience Through Omnichannel Support

Today’s customers want options, and they want them now. The days of waiting on hold to speak to a representative are fast disappearing. Zoom Contact Centre offers a true omnichannel experience, allowing customers to choose how they get in touch - be it through:

• Voice: Traditional phone support, now enhanced with AI, smarter routing, and Zoom’s renowned call quality.

• Video: For complex issues, or those requiring step-by-step assistance or validation, face-to-face contact can be invaluable.

• Chat and SMS: Quick questions get quick answers, in real time with minimal queuing and supported by easy access to accurate AI assistance.

• Email: Smart routing into a single desktop client, enables the integration of legacy channels into Zoom’s user-friendly UI.

• Digital Messengers: Offering support for modern communication channels such as WhatsApp and Facebook Messenger provides the ability to serve customers where they are, and when they want it.

This multi-channel approach lets customers interact in the ways that feel most convenient for them. And by centralising these channels, businesses can seamlessly track each interaction, improving response times and customer satisfaction, and centralising reporting and insights.

3. AI-Driven Insights and Automation

One of Zoom Contact Centre’s standout features is its robust and powerful AI services. From Zoom Virtual Agent providing chatbots to handle initial queries, to Zoom AI Companion offering speech analytics, transcription, sentiment detection, and automated wrap-up Zoom Contact Centre helps agents better gauge customer emotions, to improve outcomes. Zoom’s AI is helping UK businesses solve problems faster and more accurately. Key benefits include:

• GenAI Responses: Address customer queries with instant replies, freeing up agents for complex issues.

• Summarisation & Next Steps: Reducing contact handling times with smart summarisation and automated follow-up actions.

• Sentiment Analysis: Tailor real-time interactions based on customer mood and tone, enhancing service quality.

• Predictive Analytics: Anticipate customer needs and identify common issues, allowing businesses to be proactive.

• Content Suggestions & Next Action: Providing agents with real-time intelligence based on conversation context and keywords, enables faster and more accurate answers and outcomes.

The result? Improved customer service that is both fast and personalised, creating a competitive edge in today’s fast-paced and increasingly demanding market.

4. Enhanced Security and Compliance for UK Businesses

In an age where data breaches are top of mind, Zoom Contact Centre is built with compliance in mind. For UK businesses handling sensitive customer information, compliance with GDPR and other data privacy regulations is non-negotiable. Zoom Contact Centre offers:

• End to End Data Encryption: Ensuring that all customer data remains safe and secure.

• GDPR Compliance: Offering peace of mind for UK businesses dealing with sensitive information.

• Secure Cloud Infrastructure: Reducing the risk of security breaches and downtime.

These features are not just necessary but critical, helping businesses maintain customer trust in an era where data privacy is paramount.

5. Scalability and Flexibility for Growing Businesses

Whether a small business or a large enterprise, flexibility and scalability are essential. Zoom Contact Centre enables UK companies to scale their customer service capacity in line with their growth. As customer demands increase, businesses can easily adjust their Zoom Contact Centre configuration without costly overhauls. The platform’s scalability offers:

• Flexible Licensing: Pay only for what you need, with the option to scale up as you grow.

• Fixed or Concurrent Licenses: Easily add agents during peak seasons or reduce in quieter periods.

• Customisable Workflow Automation: Adapt automation levels and processes as demands evolve.

In today’s unpredictable business environment, this scalability is invaluable, allowing companies to adjust rapidly to market changes or unforeseen events.

6. Enhanced Agent Experience for Higher Productivity

A contact centre is only as effective as the people who run it. Zoom Contact Centre is designed to enhance the agent experience, which ultimately leads to better service and more satisfied customers. It provides:

• User-Friendly Interface: Agents can work more effectively with a streamlined agent desktop that consolidates all channels, intelligence, and integration points in a single application.

• Real-Time Collaboration Tools: Agents can contact and consult team members quickly to resolve customer issues on the spot.

• Powerful Supervisor Assistance: Team leaders and supervisors can monitor interactions in progress, including viewing summaries, current sentiment, and other indicators in real time. This helps them to support agents proactively whenever required.

This results in happier, more engaged agents who feel empowered to deliver top-notch service.

7. No Legacy Infrastructure or Technical Debt

Many legacy contact centre vendors continue to struggle with unification, integration, and reliability. Platforms that are the result of multiple acquisitions often display these challenges, with separated administration, siloed reporting, and questionable interoperability reducing efficiency, increasing frustration, and stifling BI and insight generation. By building Zoom Contact Centre from the ground-up on the same platform and UI as Zoom Meetings & Zoom Phone, the team have maximised usability and reliability whilst reducing unnecessary complexity:

• Seamless Integration: Built directly on the same platform as Zoom Meetings and Zoom Phone, creating a unified and intuitive experience.

• Reduced Complexity: No need to manage separate systems or incompatible tools, simplifying administration.

• Streamlined Reporting: Silo-free data and reporting provide clear insights, enhancing decision-making and business intelligence.

• Enhanced Reliability: Without the technical debt of legacy systems, Zoom Contact Centre operates smoothly with fewer issues. In fact, at the time of writing Zoom Contact Centre’s uptime is at 100% for the previous 365 days. Few CCaaS vendors can publish the same.

8. Opportunity for Vendor, Service, and Software Consolidation

Zoom Contact Centre provides an all-in-one solution that consolidates multiple essential contact centre functions into a single platform, simplifying vendor management and reducing costs. Key benefits of this consolidation include:

• Comprehensive Features: Integrates quality management, workforce management, outbound dialling, call recording, omnichannel support, and chatbots.

• Reduced Complexity: Eliminates the need for separate, fragmented systems, making administration and support more straightforward.

• Cost Efficiency: Lowers expenditure by streamlining software licensing and reducing reliance on multiple vendors.

• Improved Accountability: With a single provider, businesses experience clearer vendor accountability, simplifying troubleshooting and enhancing service reliability.

• Enhanced Operational Efficiency: A unified platform ensures smoother workflows, reducing downtime and enhancing agent productivity.

With these built-in capabilities, Zoom Contact Centre empowers organisations to minimise complexity and focus on delivering exceptional customer experiences.

Why the Shift to Zoom Contact Centre Now?

For many UK businesses, the shift to Zoom Contact Centre is not just about adopting the latest technology - it’s about future-proofing their operations. The platform provides immediate benefits that directly impact the bottom line, from reduced overhead costs to improved customer satisfaction and loyalty. More importantly, it gives businesses the agility they need to adapt to evolving customer expectations and market changes without the need for constant upgrades or expensive ongoing Professional Services.

Final Thoughts: Is Zoom Contact Centre Right for Your Business?

Switching to Zoom Contact Centre could be transformative, but it’s essential to assess your specific needs and objectives. Ask yourself:

• Are your customers demanding better and faster communication options?

• Do you need to streamline customer support with the rest of your operations?

• Would better customer insights and predictive analytics help you serve your clients?

• Could fit-for-purpose AI services improve your customer and agent experiences, and reduce cost?

• Is your existing platform failing to deliver against what was promised when you signed?

If the answer to any of these questions is yes, it's probably time to consider joining the wave of UK businesses already benefitting from Zoom Contact Centre.

About Acceleraate

Acceleraate is a Zoom Solution Partner, Zoom Authorised Reseller, and the first Zoom partner to achieve the Zoom Customer Experience (ZCX) Competency certification. We are CX and Customer Contact optimisation experts and specialise in solving problems by uniting cloud technology with smart and straightforward thinking. We focus on helping businesses reduce effort, improve loyalty, and maximise cost efficiency.

With over two decades of hands-on experience designing, implementing, and managing cloud contact centres and AI solutions for some of the UK's best-known businesses and brands, Acceleraate delivers CX strategy, implementation, system integration, optimisation, and modern managed services for business.