In February 2022, the most ubiquitous video conferencing tool released their own version of a customer-facing video chat solution: Zoom Contact Center.
But while the company has designed an attractive contact center tool and dashboard, is Zoom’s new video chat software the right choice for you?
How does it stand up against more mature customer-facing video chat platforms?
Let's take a look at how Zoom performs in contrast to a video contact center solution that’s celebrated by leading industry names: Talkative.
Quick takeaways:
Zoom Contact Center is an omnichannel cloud solution that allows organizations to offer video chat interactions to their customers.
However, unlike more established providers with a history of deploying video chat for customer service, there's a few areas in which Zoom's latest offering is a little lacking.
Let's take a quick look at the new service’s pros and cons, answering the all important question: how does it stack up as a video sales and product support platform?
From an agent's point of view, Zoom Contact Center certainly presents an attractive means of communicating with customers online.
Nevertheless, with vital omnichannel features like SMS and live chat still in BETA, Zoom's platform isn't yet a tried and tested quantity amongst other market competitors.
It means its effectiveness as a cloud contact center platform is yet to be seen.
What's more, while Zoom have great experience providing video as a conferencing or unified communications tool, it seems they've missed a trick with their new contact center application:
Zoom’s latest solution requires the Zoom Phone licence for you to use their software.
In contrast, Talkative enables you to serve all your customers on their favourite channels - regardless of your unified communications or phone system.
Furthermore, Zoom's contact center can only be deployed once your website has been whitelisted via a support request.
This presents a less than seamless experience for testing out their new software!
While Zoom can integrate with a number of CRM systems, if you want to use just one of their channels like video chat, you might run into trouble.
This is because Zoom’s contact center suite has been designed as an entire customer contact solution.
However, most established brands and organizations are already deeply integrated to their chosen phone and contact center systems.
As such, if you want to add video chat to your contact center, you don't necessarily want to replace all of your contact channels altogether.
Thankfully, with Talkative, you can deploy each channel as a single solution - one that seamlessly fits within your company’s current contact center system.
This includes video chat.
And with thousands of integrations available - thanks to our recent Zapier integration - as well as a growing list of dedicated contact center and CRM integrations - such as Salesforce, Microsoft Dynamics 365, and Mitel Contact Center - Talkative is the best choice for a solution that’s flexible around your needs.
Talkative's video chat is incredibly popular amongst our customers and their site visitors for good reason.
It's proven to boost the customer experience, increase sales, and streamline contact center efficiency.
Take a look at the stats for yourself:
The reason why Talkative succeeds in the above areas is simple.
With a highly flexible platform and a seamless ability to bring the in-person experience online, Talkative's video chat gives organizations the power to offer the most personalized interactions possible.
What's more, Talkative is a purpose-built omnichannel solution with both customers and support agents at its heart.
Unlike Zoom, contact center solutions are our core product.
And with a team that has achieved agile and customized deployments the world over with leading industry names, Talkative is well-experienced with working to meet high demands.
So, do you want to learn more about how you can offer customisable video chat from your website and app?
Do you want to see how you can set your organization apart from your competitors and inspire true customer delight?
