Today, Zoom announced the availability of its omnichannel CCaaS offering, Zoom Contact Center, formerly known as Zoom Video Engagement Center.
Revealed at Zoomtopia in fall 2021, the Zoom Video Engagement Center was a customer-care tool that allowed enterprises to connect with customers through video, as reported in this article. Now, with the rebranded Zoom Contact Center, enterprises can use the contact center tool to communicate over voice channels (in addition to video), and SMS and webchat channel support is currently in beta, as Heidi Elmore, head of UCaaS for Zoom, told No Jitter.
