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Explore Zoom's Self-Guided Tours

Zoom and Carahsoft have partnered together to provide a series of self-guided tours of Zoom's products and features. Similar to a live demo, the self-guided tours explores how Zoom's products and features applies to a specific technology vertical such as Customer Experience.

 

Learn about Zoom's benefits, watch a short pre-recorded demo video, and download related resources. If interested in furthering the conversation, you can also schedule a live demo with a Zoom expert from Carahsoft. Start a Self-Guided Tour now by selecting one below: 

 

Zoom Customer Experience & Engagement Self-Guided Tour  

Zoom Customer Experience & Engagement Self-Guided Tour

Zoom is revolutionizing customer experience and call center operations with its AI-powered, cloud-based contact center solutions. By seamlessly integrating conversational AI, omnichannel communication and intelligent automation, Zoom enhances both customer and agent experiences. Customers benefit from 24/7 self-service capabilities, ensuring fast, accurate resolutions while seamlessly escalating complex issues to the right agent with all relevant contexts.


Want to learn more about Zoom?
Start a self-guided demo now to learn more about improving the call center experience.
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Zoom Contact Center (ZCC)

Zoom Contact Center, a CCaaS offering, can be used as a standalone customer experience solution or integrated into an existing website or application. It combines contact center services with Zoom's unified communications solutions, including Zoom Meetings, Zoom Phone, and Zoom Team Chat. The agent and supervisor interaction handling experience is familiar to Zoom customers, as it is part of the same Zoom application. Zoom Contact Center is designed to enhance productivity and streamline communication, which results in increased collaboration and an improved customer experience.

Benefits:

  • Outpace customer expectations - Engage with your customers across all channels and deliver instant, accurate solutions around the clock 
  • Speed up contact resolution and boost ROI - Enhance customer and agent satisfaction by leveraging AI to minimize after-call work, streamline queues, and reduce hold times.
  • Use AI to upskill and enhance agent care - Give agents the ability to provide excellent customer service through the use of real-time AI assistance, simplified scheduling, and coaching insights gleaned from every interaction.
  • Tailor interactions to suit your customers - Maintain brand consistency and elevate customer interactions by aligning the look and experience across all channels.
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Zoom Virtual Agent (ZVA)

Zoom Virtual Agent is an AI-powered chatbot designed to provide 24/7 customer support across multiple channels, ensuring quick and personalized responses. By handling inquiries efficiently, it helps organizations reduce call volumes and improve operational effectiveness. The solution is easy to deploy, allowing companies to see immediate benefits while lightening the workload for live agents. Zoom Virtual Agent can be used on its own or integrated with Zoom Contact Center.

Zoom Virtual Agent (ZVA) Zoom Virtual Agent (ZVA)

Benefits: 

  • Improve first-contact resolution - Get it right the first time. Emulate the best agents and provide personalized answers through integration with CRM, knowledge base, and support systems.
  • Boost CSAT with a human-touch - Route customers to the right live agents by intelligently routing interactions and conversation history to escalation points.
  • Drive faster outcomes - Free up agents to focus on more complex issues by identifying interactions that can be handled automatically by your ZVA.
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Security & Privacy

Zoom Contact Center, a secure contact center-as-a-service solution, elevates customer experiences while upholding stringent privacy standards. By integrating intelligent routing and seamless connectivity with Zoom's unified communications platform, the solution optimizes agent productivity and enables 24/7 customer support. Robust security measures, including encryption, authentication controls, and data access management, safeguard sensitive communications. Granular security controls and compliance-driven policies ensure a secure and reliable experience for both organizations and their customers.
 

Security & Privacy Security & Privacy

Benefits: 

  • Encryption - Zoom encrypts all audio, video, web, and chat data in transit using industry-standard protocols like TLS 1.2 and AES-GCM 256-bit encryption. Calls made through Zoom Phone and other supported devices also benefit from strong encryption to protect sensitive customer communications.
  • Login & Authentication - Users authenticate through the same methods as standard Zoom accounts, with options like SAML, OAuth, and password-based login. Two-factor authentication (2FA) is available to add an extra layer of security when signing in. 
  • Security Controls - Admins can manage data storage regions, role-based permissions, and access to recordings and analytics. Additional security measures include operational logs, recording notifications, and the ability to remove call participants for enhanced control.
  • Data Management & Access - Zoom does not access customer content unless required by account owners or for legal, safety, or security reasons. Contact Center data is processed securely, with safeguards in place to prevent unauthorized access, misuse, or data loss.

Zoom's Benefits Snapshot:  

 

  • Higher Customer Satisfaction: Deliver instant, personalized support with AI-driven self-service and seamless agent handoffs.
  • Empowered Agents: Equip agents with real-time AI assistance, intuitive workflows, and integrated tools to enhance efficiency.
  • Optimized Operations: Reduce wait times, lower costs and track performance in real-time to drive better business outcomes.