Zoom Contact Center sets new standards for customer service experiences through omnichannel, video-optimized interactions
SAN JOSE, Calif., Feb 24 (Bernama-GLOBE NEWSWIRE) -- Today, Zoom Video Communications, Inc. (NASDAQ: ZM) announced Zoom Contact Center, an omnichannel contact center solution that is optimized for video and integrated right into the same Zoom experience. Now available, Zoom Contact Center, previously Zoom Video Engagement Center, combines unified communications and contact center capabilities with the useability of the Zoom platform. Zoom Contact Center supports customer service use cases and workflows using channels like video and voice, with SMS and webchat currently in beta. The Zoom platform is powering the future of communications beyond meetings with unified communications, the Zoom Developer Platform, Zoom Events, and now Zoom Contact Center. These innovations – and there are many more – were created with the same level of scalability and simplicity that has made Zoom the trusted platform for more than a half-million businesses worldwide. Innovation Through Video Zoom Contact Center will have over 100 agent, supervisor, and contact center administrator features at launch. Future investments will include additional channels, CRM and workforce management integrations, and AI/ML to optimize agent productivity. At launch, Zoom Contact Center will extend traditional capabilities typically optimized for voice to provide a unique end customer experience through channels like video. “Zoom understands the importance of bringing together UC and multichannel contact center into the same experience,” said Blair Pleasant of BCStrategies. “Zoom is known for great video, which is important for high-touch customer scenarios and internal use cases like IT help desk, employee helpline, and revenue-generating activities. But the fact that Zoom Contact Center supports routing, additional channels, and the agent functionality organizations need, means that Zoom Contact Center could become the modern contact center solution of choice.” Enabling Connected Work From Anywhere Contact center agents are frequently tied to physical contact center locations, and if able to work remotely, often still need to navigate multiple communications tools. Zoom Contact Center streamlines inefficiencies by bringing communications into one central hub. In addition to helping end customers with a rich agent experience, agents can collaborate with peers, supervisors, or other employees right in Zoom Chat and channels. Unified communications and contact center together empowers agents to be more productive from any location while feeling connected to the larger organization. “Previously, contact center infrastructure was complex to deploy, expensive to operate, and time-intensive to upgrade. Zoom Contact Center was carefully designed to meet the needs of the modern agent and end customer, both of which expect a personalized, digital, and effective contact center experience,” said Oded Gal, Chief Product Officer of Zoom. “I am pleased to announce the general availability of Zoom Contact Center, building upon the reliable Zoom platform model and bringing the experiences our customers know and love to yet another industry.” Ensuring Ease of Deployment and Use Zoom Contact Center is simple for administrators to configure and deploy, including a graphical drag-and-drop IVR designer. Contact center administrators can easily create menus, greetings, and prompts right in the same Zoom Admin portal. Zoom Contact Center can also integrate chat and video into an existing digital presence, like a website, helping organizations have conversations with customers in the right context and at the right time. “Our members trust us with their most privileged information, so when they need support, it is our responsibility to provide them with the expertise First Federal Credit Union is known for,” said Chris Neal, Senior Vice President Operations of First Federal Credit Union. “With Zoom Contact Center, our contact center supervisors have the ability to organize service representatives based on skills, so when a member reaches out, we can now route their inquiries directly to experts that are equipped to handle their unique needs. A process that would previously require multiple service representatives can now be accelerated and streamlined into a single conversation. We’ve seen our overall call time and pick-up time improve significantly as we provide more efficient resolution and a better experience for our members.” Customer choice is an essential value of the Zoom platform. In addition to Zoom Contact Center, Zoom intends to maintain its valued existing contact center partnerships. Zoom Contact Center is now available in the U.S. and CA, with more international availability coming later this year. To learn more about Zoom Contact Center, please visit the Zoom Contact Center page and read our blog. About Zoom Zoom is for you. Zoom is a space where you can connect to others, share ideas, make plans, and build toward a future limited only by your imagination. Our frictionless communications platform is the only one that started with video as its foundation, and we have set the standard for innovation ever since. That is why we are an intuitive, scalable, and secure choice for individuals, small businesses, and large enterprises alike. Founded in 2011, Zoom is publicly traded (NASDAQ: ZM) and headquartered in San Jose, California. Visit zoom.com and follow @zoom. Press Relations Farshad Hashmatulla Product PR Manager [email protected] Source: Zoom Video Communications, Inc. --BERNAMA
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Zalora uses Freshworks Omnichannel solutions to respond faster and exceed its customer expectations
SAN MATEO, Calif. and SINGAPORE, Feb 23 (Bernama-GLOBE NEWSWIRE) -- Freshworks Inc. (NASDAQ: FRSH), a leading software company empowering businesses to delight their customers and employees, has helped Southeast Asia’s leading fashion and lifestyle retailer Zalora increase agent response time and enhance personalization to its 50 million monthly online shoppers. “Customers today are constantly online, on multiple devices. They expect instant gratification, which means our brand must be available 24/7 on all channels,” said Kannan Rajaratnam, Director of Payments at Zalora. Personalization is key to great customer experiences. In fact, Accenture found that 48 percent of customers who leave a brand do so because their experience was not tailored enough to their preferences. Following a huge surge in online shoppers since the start of the pandemic, Zalora increased its range of products from apparel to work-from-home essentials and electronics, but needed a digital shopping and support experience to meet the demand. Using Freshdesk Omnichannel®, Zalora was able to streamline customer support activity from instant messaging to social media into one platform. Before Freshworks, Zalora was using multiple systems and applications which led to data silos and slowed down support agents. With a unified view of customer interaction and transaction history across digital channels, agents can engage in more personalized conversations and increase customer retention. “Using Freshdesk, we have seen a significant reduction in abandoned carts, and we find 75 percent of our customers become repeat shoppers,” said Rajaratnam. “Prioritizing chat support on instant messaging and social media helped increase loyalty with our ‘digital native’ customers.” Freshdesk also greatly improved Zalora’s ability to manage customer response during high-traffic events like Black Friday, Cyber Monday and 11-11. Instead of having to hire several hundred part-time agents for a month, each Zalora agent can now manage up to six customers simultaneously, creating a delightful experience for all. Customer satisfaction scores increased 5 percent every quarter since the implementation of Freshdesk. The Zalora sales organization also started using Freshdesk which helped the deals desk team improve agility with a unified ticketing system. “Online commerce requires online support,” said Pradeep Rathinam, Chief Customer Officer, Freshworks. “When it comes to delivering an exceptional customer experience, Zalora is doing it right. We’re thrilled to see consumer retail companies like Zalora build lifelong customer relationships.” About Freshworks Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global offices to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For more information visit www.freshworks.com. © 2022 Freshworks Inc. All rights reserved. Freshworks, Freshdesk, Freshservice and the associated logos are trademarks or registered trademarks of Freshworks Inc. All other company, brand and product names may be trademarks or registered trademarks of their respective companies. About ZALORA Group ZALORA is Asia’s online fashion and lifestyle destination. Founded in 2012, the company has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong and Taiwan. ZALORA is part of Global Fashion Group, the leading fashion and lifestyle online destination in growth markets. ZALORA offers an extensive collection of top international and local brands and products across apparel, shoes, accessories, and beauty categories for men and women. Offering up to 30-day free returns, speedy deliveries as fast as 3 hours in some markets, free delivery over a certain spend, and multiple payment methods including cash-on-delivery, ZALORA is the online shopping destination with endless fashion possibilities. About Global Fashion Group Global Fashion Group is the leading fashion and lifestyle destination in growth markets across LATAM, CIS, SEA and ANZ. From our people, to our customers and partners, we exist to empower everyone to express their true selves through fashion. Our four e-commerce platforms: dafiti, lamoda, ZALORA and THE ICONIC connect an assortment of international, local and own brands to more than one billion consumers from diverse cultures and lifestyles. GFG’s platforms provide seamless and inspiring customer experiences from discovery to delivery, powered by art & science that is infused with unparalleled local knowledge. Our vision is to be the #1 online destination for fashion & lifestyle in growth markets, and we are committed to doing this responsibly by being people and planet positive across everything we do. For more information visit: www.global-fashion-group.com Media Contact: [email protected] SOURCE : Freshworks Inc ZSCALER POSITIONED AS A LEADER IN THE 2022 GARTNER® MAGIC QUADRANT™ FOR SECURITY SERVICE EDGE (SSE)23/2/2022 Recognized as the Vendor Positioned Highest in ‘Ability to Execute’ in the SSE Space; 11th Consecutive Year as a Gartner Magic Quadrant Leader
SAN JOSE, Calif., Feb 21 (Bernama-GLOBE NEWSWIRE) -- Zscaler, Inc. (NASDAQ: ZS), the leader in cloud security, today announced Zscaler is recognized as a Leader in the inaugural Gartner 2022 Magic Quadrant for Security Service Edge. This is the 11th consecutive year Zscaler has been named a Leader initially in the Gartner Magic Quadrant for Software Web Gateways and now in the Gartner Magic Quadrant for SSE. Gartner evaluates vendors’ ‘Ability to Execute’ by a combination of factors including products/services, customer experience, market responsiveness, track record, marketing execution, sales execution/pricing, operations, and overall viability. Zscaler is positioned as the vendor with the highest ability to execute among the 11 vendors qualified to be evaluated in the report. "Zscaler pioneered cloud-based security with our Zero Trust Exchange platform, and we are proud to be recognized by Gartner as a Leader in the inaugural Magic Quadrant for Security Service Edge,” said Jay Chaudhry, Chairman, and CEO, Zscaler. “The continued adoption of SaaS applications and public cloud along with the move toward using the Internet as the corporate network has made legacy firewalls and VPNs irrelevant, exposing businesses to widespread ransomware infections and zero-day attacks like the recent Log4j vulnerability. Zscaler’s cloud-native Zero Trust Exchange platform accelerates secure digital transformation and helps safeguard thousands of global organizations by virtually eliminating the attack surface and lateral movement while improving business operations and efficiency.” mrem.bernama.com/viewsm.php?idm=42453 KUALA LUMPUR, Feb 21 -- Prestige BioPharma Limited, a Singapore-based biopharmaceutical with operations in USA and South Korea, announced that the
manufacturing facility for its Herceptin® biosimilar, Tuznue®, in Prestige Biologics Co Ltd, has received European Union Good Manufacturing Practices (GMP) certification. According to a statement, EU-GMP certification is one of the highest standards of pharmaceutical production in the world, and it provides pharmaceuticals with the foundation to start selling their products into European markets. Chief Executive Officer of Prestige BioPharma, Lisa S. Park commented: “EU GMP certification of our manufacturing arm in Korea demonstrated our global standard biomanufacturing facility and system that are applied to all of our products. “By achieving one of the key requirements for product registration, we are one step closer to global launch of Tuznue that can enhance affordability of trastuzumab to the patients in need.” Tuznue, HD201, is a proposed biosimilar to Roche’s Herceptin and can be prescribed for the treatment of HER2 positive breast and metastatic gastric cancer. Tuznue’s equivalence to the originator has been demonstrated in 2 Phase 1 trials conducted in Europe and Australia and a global Phase 3 trial, which has been published in scientific journals and conferences. Tuznue has secured global distribution partnerships in major markets, and is currently under Marketing Authorization Application (MAA) review in EU EMA, Canada and South Korea. More details at www.prestigebiopharma.com -- BERNAMA Programmatic in-app advertising helps drive brand affinity, customer engagement in APAC - study19/2/2022 KUALA LUMPUR, Feb 16 -- PubMatic, a sell-side platform that delivers superior outcomes for digital advertising, has released the findings from a custom commissioned Forrester Consulting study entitled ‘The State Of Programmatic In-App Advertising In APAC’.
The study, which surveyed 472 advertising decision makers in China, Singapore, India, Japan, Indonesia, South Korea, Thailand and Vietnam, uncovers several significant findings. “The findings from this study are consistent with our perspective that the opportunity for programmatic in-app is enormous for both media buyers and developers,” said Director Publisher Development Southeast Asia, Greater China and Korea, and Mobile App (APAC) at PubMatic, Lashanne Phang. “Given that the challenges raised by advertisers are focused on data privacy and targeting, app developers should consider working with an SSP with strong targeting capabilities, that also understands regional and global data privacy regulations.” As advertising budgets in APAC shift towards digital media, mobile in-app has emerged as the preferred digital channel, securing the highest percentage of budget allocation over the next 12 months – 20 per cent vs. 17 per cent for mobile web, 16 per cent for connected TV (CTV) and 15 per cent for desktop. Within this channel, buyers are increasingly embracing programmatic as a critical part of media plans, according to a statement. The study finds that 80 per cent of APAC advertisers / media buyers use programmatic in-app advertising in digital media plans frequently or every time. Increasingly, this spend is being used to drive longer-term goals such as brand alignment and customer engagement. According to the study, APAC advertisers reported their top reasons to invest in programmatic in-app are: to extend reach (74 per cent); better customer engagement (73 per cent); advertising buying efficiency (73 per cent); and, brand alignment (72 per cent). Despite the benefits of programmatic in-app advertising, some challenges remain for advertisers. In particular, advertisers have concerns around data privacy and targeting: 39 per cent have concerns about data privacy limiting data collection; 37 per cent have concerns about the impact of IDFA changes on optimisation; and, 36 per cent have concerns about effective targeting. -- BERNAMA |
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