Description
Most CX platforms can orchestrate workflows, but only inside the channels they were built to watch. Here’s how Zoom Virtual Agent captures the customer conversations that happen before a case or a queue ever exists.
In this session, we break down why an orchestration engine is only as good as the signals feeding it. Two companies can run the same engine and get very different results. The difference is whether orchestration starts at a case record or contact center queue, or captures the full customer experience: contact center transcripts, sales calls, store visits, back-office tickets, and more. According to research Zoom ran this year across CX leaders, nine in ten say connecting conversations to outcomes is their biggest challenge.
*In this video:*
- The “good, better, best” approach to CX orchestration, and why the best starts from the broadest set of signals feeding one context layer
- How Zoom Virtual Agent extends automated customer experience to in-store kiosks, email, and voice support in nine languages
- How Zoom Virtual Agent closes knowledge gaps by pulling from ServiceNow support tickets
- How agents are built from real Zoom Contact Center transcripts
- How Zoom Virtual Agent triggers downstream workflows directly instead of creating a ticket or waiting in a queue
This video covers the first of three dimensions of CX orchestration: conversation, context, and completion.
*Chapters:*