18 January 2024

First Focus Achieves Zoom Customer Experience Competency

First Focus Achieves Zoom Customer Experience Competency

Zoom Announces First Focus as Australia’s First Certified Zoom CX Implementation Partner

The Zoom Customer Experience (CX) Partner Competency Program recognises Zoom partners that demonstrate expertise in consulting and implementing Zoom’s customer experience solutions, including Zoom Contact Center and Zoom Virtual Agent, Zoom’s intelligent conversational AI and chatbot solution . This program distinguishes and endorses partners who exhibit a high level of proficiency in these advanced technologies, contributing to excellence in delivering innovative solutions for enhanced customer interactions.

Clayton Lee, Lead Unified Communications Consultant at First Focus, expresses, “At First Focus, we are always exploring new and evolving technologies that could support our clients. With the Zoom CX Competency under our belts, we are poised to assist clients in maximising the usage of Zoom’s robust, flexible, and feature-rich CX platform.” 

What is the Zoom CX Partner Competency?

The Zoom CX Partner Competency requires partners to undergo comprehensive training, complete online testing, and deliver sales and technical demonstrations to a panel of Zoom staff. This process ensures that they acquire the necessary skills to effectively implement Zoom Contact Center for their customers.  

The training ensures partners understand how to leverage AI-driven Zoom Virtual Agent, plus voice & video interactions, web chat, email and SMS – all through a single contact center solution.

Clayton Lee remarks, “Achieving Zoom CX Implementation Competency has been our goal from the moment Zoom CX was announced. Achieving this certification demanded substantial effort from our Unified Comms team. Having this certification reinforces our position as a premier partner for Contact Center solutions. 

What are Zoom Contact Center and Zoom Virtual Agent?

Zoom Contact Center:

Zoom Contact Center is the first omnichannel cloud contact center platform that is optimized for video and intentionally supports a robust suite of channels, such as voice and video, SMS, and webchat. 

Combining contact center services with Zoom unified communications solutions, Zoom’s Contact-Center-as-a-Service (CCaaS) can operate as a standalone customer experience solution or integrate directly into an existing website or application. Zoom customers who use Zoom Meetings, Zoom Phone, and/or Zoom Team Chat will recognise the agent and supervisor interaction handling experience, as it is part of the same Zoom application. 

Designed to increase productivity, Zoom Contact Center streamlines communication to foster a greater sense of collaboration between colleagues and augment the customer experience.  

Zoom Virtual Agent:

Zoom Virtual Agent is an intelligent conversational AI and chatbot solution that utilises natural language processing and machine learning to accurately understand and instantly resolve issues for customers. Working around the clock on multiple support channels, Zoom Virtual Agent delivers fast, personalised customer experiences, reduces call volumes and handle times for human agents, and drives significant cost savings for organisations. 

About First Focus:

First Focus is a premium IT Provider specialising in providing businesses with IT solutions that make a difference. This means every time you interact with our team, we ensure that the technology your organisation is using not only meets but exceeds the outcomes you deserve.

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