Zoom is looking for acquiring a company into contact centre solution

Sources claim that, Zoom held private discussions over an expansion into the contact centre space. CEO, Eric Yuan, and others in the Zoom leadership team have pondered whether a move into CC should involve an acquisition or the ground-up development of Zoom’s own solution. Zoom has already dipped its toes into the contact centre space through partnerships with the likes of Genesys, Five9, inContact, Talkdesk ,Vonage and Twillio.

Zoom also has a partnership with RingCentral, but this is into the UC space and is looking like winding down as RingCentral pushes its own video platform.

CEO, Yuan said that Zoom’s growing presence in the contact centre space was “setting a new standard for employee and consumer communication and collaboration”. As per the sources, over the past year, Zoom CEO Eric Yuan and other company leaders have privately discussed making a full-blown entry into the contact center market.

As per Genesys website, Genesys® and Zoom have teamed to power your entire communications strategy and improve collaboration among agents and employees. The Genesys CloudTM solution is the first contact centre platform to integrate with Zoom Meetings and Zoom Phone.

Zoom Video Communications’ pockets are full of cash after a $2 billion secondary offering of its shares last month. There is one possibility, an acquisition of one or more companies in the contact center market, a fast-growing software business that helps companies field customer service requests through phone, email, text message, social media and video.

There are customers of Genesys speaks on the experience, Zoom and Genesys are making it simpler for businesses like ours to get the most out of their cloud contact centre and communications solutions. Our employees already use both solutions today, and a closer integration means they’ll be able to work together easier, such as initiating a Zoom video meeting from within their Genesys Cloud instance. As we expand our tele-triage capabilities, we are excited to be one of the first to take advantage of these new features. Says, Henry Svendblad, Chief Technology Officer, Company Nurse.

With the continued pandemic, Zoom has enjoyed a rock solid growth in 2020, as the social distancing to continue in 2021. However, the situation seems to be moreover Hybrid at the work space as the social distancing expected to be relaxed as we move ahead into 2021. Let’s wait and watch on how the Zoom is making it’s next wave of growth.