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Zoom announces CX innovations for 'work anywhere' workforce

By Shannon Williams
Thu 14 Apr 2022

Zoom Video Communications has unveiled its latest innovations in the Zoom platform to help businesses improve customer and employee experiences for the new work anywhere workforce. 

Zoom IQ for Sales, a conversation intelligence solution for sales professionals, as well as new Zoom Events and Webinar functionalities such as backstage and Webinar session branding, are putting engagement at the centre of the experience and transforming the way we work, connect, and collaborate, the company says.

"Every interaction counts in a video-first world whether its a call with a customer service agent, a video meeting with the sales team, or a hybrid event with customers and prospects," says Oded Gal, chief product officer at Zoom. 

"World-class customer engagement is where competitive differentiation happens," he says. 

:Following our recent launch of Zoom Contact Center, Zoom IQ for Sales, and our latest Zoom Events innovations mark further steps in Zoom's journey to establish new heights for customer experiences and flexible collaboration across the workforce."

Zoom IQ for Sales: Zoom's First Step In Conversation Intelligence

Zoom IQ for Sales is a conversation intelligence add-on for Zoom Meetings that turns customer interactions into meaningful and actionable insights, helping teams across marketing, sales, and competitive intelligence improve crucial interactions with customers. 

Additional benefits include:

Optimised efficiency
Zoom IQ for Sales increases seller productivity with automation for next steps and risk assessments, and quick search functionality.

Integrated
Tightly integrated with Salesforce, leading calendars, and Zoom Meetings, Zoom IQ for Sales consolidates workstreams and provides an aggregated view into conversations and opportunities.

Easy-to-use
Zoom's intuitive web interface makes it easy for admins to onboard users and manage their integrations and quick for users to view insights and recordings.

Scalable
On-demand scalability businesses can easily add users as needed.

Zoom IQ for Sales is now available as an add-on for Zoom Meetings customers with support for Zoom Phone coming soon. Zoom IQ for Sales is the first iteration of Zoom's conversation intelligence technology under the Zoom IQ umbrella, with potential future use cases by product, industry, and use case. 

Zoom Events & Webinar Enhancements: Improving the Presenter Experience

Virtual and hybrid events are crucial to a brand's marketing strategy, allowing them to connect with customers and prospects on their terms, Zoom says. 

One of the most requested features for Zoom Events, the all-in-one platform that allows brands to create virtual and hybrid experiences, has been a gathering place for speakers before, during, and after a session. 

To meet this need, Zoom is launching backstage, a new feature that allows panelists, speakers, and production crews to stay behind the scenes while viewing the live webinar feed, chatting with each other, answering attendees questions, and practicing their presentations.

Zoom announced two more Zoom Webinar innovations, designed for anyone who wants to present information to a large online audience attending from anywhere in the world on any device:

Webinar reactions
Webinar attendees can use reactions. The stream of submitted reactions is displayed in the bottom-right corner of the main webinar window, visible to the host, panelists, and attendees.

Webinar session branding
Hosts can customise the appearance of the in-webinar experience by adding a wallpaper behind the video tiles, setting a common virtual background for all panelists, and providing name tags for each panelist.

Webinar reactions and session branding are available now, and Zoom Events backstage will be generally available in late April 2022. 

The Zoom Events session experience is also available now on Zoom Rooms, allowing hosts and attendees to join events from Zoom Rooms appliances. 

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