Zoom Video announces enhancements for AI-powered CX suite, new pricing plans

Zoom Video Communications announced enhancements across its AI-powered customer experience suite and new pricing plans that are expected to be available in the coming weeks. To support its growing customer base and its various business needs, Zoom Contact Center will be available in new tiered plans that each include voice, video, chat, and Short Message Service channels, real-time transcription, remote control, Agent Computer-Telephony Integration, surveys, and AI Companion capabilities including summarization. Additional features, including inbound email and social channel support, and outbound dialers are supported in mid-tier plans. Zoom AI Expert Assist and Workforce Engagement Management will be included in top-tier plans, and available as an add-on to any package. These new plans offer exceptional customer value and flexibility to meet the needs of small-to-large contact center departments. New packages provide flexibility and value Zoom’s new packages provide enterprise-grade feature sets designed to serve the needs of its customers, no matter their size. All product offerings are available to mix and match as named or concurrent licenses. Essentials The Essentials package starts at just $69 per month and includes Zoom AI Companion, remote control, privacy and security features, and support for the most critical channels: omnichannel voice, chat, SMS, and video, as well as many other core capabilities. Premium In addition to the features offered in the Essentials package, the Premium package provides support for email, social channels, and outbound dialer, starting at $99 per month. Elite Elite customers have access to all the features from the Premium package, plus Zoom AI Expert Assist, Quality Management, and Workforce Management, starting at $149 per month. Additionally, customers with Essentials and Premium packages have the option to purchase features such as Zoom AI Expert Assist and Workforce Engagement Management as add-ons to their package.