Zoom has announced a raft of enhancements to its AI-powered customer experience (CX) suite, Zoom Contact Center, along with new tiered pricing plans.

The revamped Zoom Contact Center will now include voice, video, chat, and SMS channels, real-time transcription, remote control, Agent Computer-Telephony Integration (CTI), surveys, and AI Companion capabilities. Additional features such as inbound email and social channel support, and outbound dialers are included in mid-tier plans. The top-tier plans will feature Zoom AI Expert Assist and Workforce Engagement Management, with these features also available as add-ons to any package.

The new pricing plans are structured as Essentials ($69 per month), Premium ($99 per month), and Elite ($149 per month). Zoom AI Expert Assist, a key feature of the top-tier plans, aims to provide AI-powered personalised support for customers, improved productivity for agents, and better intelligence for supervisors.

Zoom is also expanding its communication channels to include email and Meta’s Messenger, with the ability to chat in WhatsApp expected to be introduced in early 2024. The company's remote control feature is designed to enable IT departments to assist employees and customers in resolving issues more swiftly.

The company is currently beta testing outbound dialing, with general availability expected in the coming weeks. Outbound preview dialing is slated for early 2024.

In addition, Zoom is bolstering its privacy and security features. These include built-in post-redaction of certain personal data in voice and video recordings, as well as voice, video, and messaging transcripts. The company also plans to introduce a feature allowing customers to bring their own encryption keys to protect certain data stored at rest within the Zoom Cloud infrastructure in 2024.

"Zoom Contact Center has seen incredible momentum since its launch last year, reaching more than 700 customers and expanding to businesses of all sizes, from mid-market companies to global enterprises," claimed Vi Chau, head of product, Zoom Phone and Contact Center at Zoom. "We have strategically invested in areas like advanced AI, workforce management, and omnichannel expansion to help build meaningful customer experiences. These new plans provide exceptional value at all levels, including enterprise-grade features at the base tier that other companies charge extra for," added Chau.

The company also plans to make third-party application integrations generally available in early 2024. The company claims to have over 700 customers, catering to businesses of all sizes.