Zoom Inc. unveiled an updated product aimed at enhancing customer support for businesses after a failed $14.7 billion bid last year for now rival call center software vendor Five9 Inc.
The release of Zoom Contact Center is the latest move by the company to expand beyond its video conferencing platform that surged in use during the pandemic and helped surge Zoom, as one of the most well-known names in enterprise software,Cmswire reports
Though, investors remain concerned over how the company plans to capitalize on the huge growth in sales.
*Zoom tweet on the update
Say hello to Zoom Contact Center — our new omnichannel contact center solution! 🎉
— Zoom (@Zoom) February 23, 2022
The updated call center product propels Zoom further into a highly competitive market focused on helping businesses connect with customers across different channels, from phone calls with a live agent to web-based chat tools, ultimately providing more tailored service. Zoom reports.
“The big value is the way it will work in conjunction with our other services,” said Chief Product Officer Oded Gal. adding;
“Moving forward, the idea is to expand the services that we provide in these companies so they can rely on us for more.”
**The stock has been on a near constant decline after reaching a high of $568.34 in 2020.
*shares closed at $127.55 yesterday in New York, massive drop of 31% year to year analysis