UC Advanced - issue #6


Q As you make the transition to the contact centre, do you find the ability to give summaries and provide reliable experience from a hybrid environment makes Zoom stand out? Smita Hashim: “Great quality with your audio and video, the product being reliable, simple, and easy to use is foundational, as well as being able to connect in whatever way customers want to connect. But then you look at these capabilities like summarisation capabilities, so many calls get transferred from one agent to another so providing a clean somebody in real time is much better for the agent and for the customer. Also, if a customer is asking you for information that is not part of a script, AI can prompt them with assistance at that time. So I think it can have an amazing effect on the customer experience and the agent experience. Q Have you seen call centre customers come on board because of Zoom’s brand recognition in meetings and hybrid working? Smita Hashim: Yeah, absolutely. We saw how Zoom connected people through meetings which started customers thinking about the cloud. If meetings are in the cloud then businesses want their phone to work in the cloud. I think businesses trust Zoom, they see the quality of our experiences and they continue to expand with us. Meetings were first, then conference rooms, which brought in facility departments. That expansion is continuing today into the contact centre, revenue accelerator, and our other products and events.” Q What do you see as the biggest technological challenge in the meeting room over the next 12 months? Smita Hashim: “I don’t think it’s the cameras, it’s getting the AI right, getting the angles right, framing the right person at the right time, and being able to process what’s happening in the meeting whilst maintaining a smooth user experience. You don’t want the angles changing too fast, it can give you that whiplash kind of vibe, these are the things we are focusing on.”


model, most notably OpenAI, whereas we have taken a federated approach because you don’t need to use really large models for all use cases. We partner with OpenAI, Anthropic, Meta Llama2, and we have our own AI model. With this federated approach, we can be more cost-effective, faster and generate better quality results.” Q How are you expecting the implementation of Workvivo to impact the lives of the HR decision- makers? Graeme Geddes: “A lot of those engagements have been about the employee satisfaction and employee engagement score from a budget perspective, which is predominantly seen as a CEO-sponsored activity. From a use case perspective, anything that is in the C suite or CEO relevance has a disproportionate number of times it gets prioritised. When we make that a strong use case that can be validated through the data. The budgeting cycle is more concrete because it has relevance at the C-Suite level.”


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