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ready,” he says. “The innovation is there. But it’s one solution. We don’t differentiate. The pricing is the same. We often find that smaller organisations have got more complex requirements than some of the larger enterprise customers. Therefore, the fact that we built in a lot of functionality into our standard licencing models, we packaged it all up accordingly, and there’s so much functionality into that is really appreciated by smaller customers. Previously, they’ve had to buy all that functionality separately but consolidating that into a single platform as Zoom does makes a lot more sense for them.” Security Zoom’s solution is also very secure, Ben adds. “We’re sat on the same platform that 300 plus million people use daily,” he says. “All the security that we’ve got in there, the encryption, the localisation of data centres, the redaction side of things, GDPR, everything is completely secure. We also do not train our AI models on any customer data either. “We’re very open about our security accreditations and the standards that we apply to, which is on our website. Arguably, we’re one of the most secure platforms out there in the market.” Importance of partners Ben adds a crucial part of Zoom making inroads into the contact centre market is working with partners. “We can’t do that on our own,” he says. “We embrace partners because they have been in the industry for a long time and a lot of their customers are the ones struggling to move and would like an option to. They’ve got the relationships and the trust but, more importantly, they’ve got the experience on how this solution has now evolved to where it is today. They also provide the managed services and project management, which is important.”
Zoom is also looking to sign up more partners to deliver these customer experience journeys to their customers through its global partner programme, Ben adds. “It’s a very structured programme to onboard, certify and technically enable a partner, and then help them sell and keep up with the innovative road map deliverables that are there,” he says. Future Ben says that Zoom is continually improving and updating functions such as the Zoom Virtual Agent. “We will continue to make that more naturally conversational and continue to tweak those models to ensure they are able to be as personal as possible and more context-driven, so that the responses are delivered in a very empathetic and as much of a human-like way as a chatbot could do.” In addition, as announced at ZoomTopia recently, Zoom will be bringing out a virtual voice agent as well, Ben says. “The voice agent is built on the same platform as the Zoom Virtual Agent. We’re using the same language models. It will still access all the information the same way. “Our solutions are going to continue to get better, more efficient and more useful as time goes on.” As the technology advances, then so will the interest in it from the call centre sector. Ben says that Zoom sees a lot of opportunity in this sector. “A lot of contact centres are still on premise and therefore a lot of people
The voice agent is built on the same platform as the Zoom virtual agent. We’re using the same language models. It will still access all the information the same way.
that can’t take advantage of the new technology because of where they’re starting from,” he says. “But that world is moving on, everything is moving towards a cloud infrastructure state and AI and those that are looking to move with it, hopefully, we’re able to convince them to invest in Zoom.”
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