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Tilda
An omnichannel contact center with built-in AI — on the same platform as your company's meetings, phone and chat.
Zoom Contact Center is a cloud contact center built on the same platform as Zoom Workplace. Voice, video, website chat, SMS, email and social media come together in one queue with shared routing, statistics and customer history.
AI works for every role: a virtual agent handles routine inquiries, the system suggests answers to the agent and takes notes on its own, and it shows the supervisor the topics, customer sentiment and reasons behind inquiries.
Alongside them are native Quality Management and Workforce Management: conversation quality is scored, shifts are planned from a forecast, and all of it lives in a single admin console, with no stitching together of different vendors' products.
The contact center stops being a separate world with its own vendor and its own infrastructure
AI self-service, every communication channel and personal context: the customer gets an answer quickly and doesn't have to ask the same question twice.
Less routine and fewer switches: AI prompts, automatic notes and company knowledge at hand during the conversation itself.
A single platform lowers the cost of ownership, and analytics of inquiry topics and causes moves service from reacting to working ahead of problems.
Channels, AI and analytics — from the first inquiry to the reasons it came in
Voice, video, website chat, SMS, email and messengers: inquiries from every channel land in shared routing and shared statistics.
Switching channels doesn't reset the conversation: the agent sees the whole history of inquiries and the customer doesn't have to explain the same thing over again.
Inquiries are distributed by agent skills and workload, and routing decisions can be made by AI — based on the meaning of the inquiry itself.
Zoom Virtual Agent closes out routine questions, and when an inquiry is handed to an agent it arrives with a summary of the conversation and full context.
Automatic notes and a summary after every inquiry: the agent doesn't spend time writing things up, and the supervisor sees the gist of the conversation without listening to it.
Real-time prompts: while the conversation is going on, the system pulls the right records and data out of your systems so the answer is right the first time.
When voice isn't enough, the inquiry is escalated to a video call with screen sharing and remote control — for complex support.
Scorecards, conversation evaluation and targeted coaching through Zoom Quality Management: service quality is measured, not guessed at.
Zoom Workforce Management forecasts inquiry volume and builds schedules so SLAs are met without overstaffed shifts.
Conversation topics, customer sentiment and the root causes of complaints — working ahead of problems instead of reacting after the fact.
The agent works in the familiar Zoom client or embedded directly in a third-party system — training takes minimal time.
The contact center lives where the company's meetings, phone and chat are: an expert from any department joins a customer's question in a couple of clicks.
Every contact center role gets its own
Inquiry topics, trends in customer sentiment and the root causes of complaints in one place: decisions are made from data and service improves ahead of problems.
A live picture of queues and agents, automatic conversation summaries and targeted coaching based on quality scores.
One screen instead of five systems: customer history, AI prompts and notes that write themselves — less routine, more attention for the customer.
Cloud deployment with no separate infrastructure: the same console and the same policies as for the company's meetings and phone system.
We'll give you a remote demo Monday to Friday, 10:00–16:00 Moscow time, answer all your questions and provide trial access so you can explore the system yourself.
Please note: we work with legal entities only.