At its fifth annual Zoomtopia conference, Zoom announced a wide range of innovations and upcoming products for Q4 2021 and 2022. Of note were feature improvements for inclusivity, workspaces for hybrid teams, and virtual whiteboarding within Zoom’s core videoconferencing platform; expansions for Zoom Phone and Zoom Events; and the introduction of Zoom’s Video Engagement Center.
Zoom CEO Eric Yuan kicked off Zoomtopia’s keynote with an emphasis on enabling the post-pandemic workforce, which is decidedly following a flexible hybrid model. One important factor in enabling hybrid workforces is inclusivity, ensuring that the playing field for meeting experiences is leveled. To this end, Zoom announced the following feature updates:
Other key upgrades to Zoom Meetings include the following:
On the back of Zoom Meetings’ popularity, Zoom Phone has fast become a leader in the UCaaS marketspace. With Zoom Phone now available in 47 countries and territories and surpassing 2 million paid seats, Zoom is providing several expansions to enhance the offering:
Source: SoftwareReviews’ Zoom Phone Scorecard. Accessed September 20, 2021.
Zoom Events is seeing the launch of its Conference solution, generally available this fall – indeed, this year’s Zoomtopia was hosted on Conference. When building a Conference in Zoom Events, organizations can host multi-track and multi-day events, including branded emails, recordings, and analytics. Conference hosts will also have access to a virtual backstage green room for Q&A, chat monitoring, or mingling before going live. Other important features include:
Finally, Zoom will launch its new Video Engagement Center in early 2022. This is a video solution that aims to extend contact center capabilities to use video for enhancing customer experiences. The Video Engagement Center will offer video-optimized workflows, enabling customers to visually engage with customer service agents. For instance, banking customers may find it beneficial to video chat with an agent, as the agent can share their screen and troubleshoot issues with the benefit of visual aid.
Zoom has seen its stock price be rather volatile of late, as investors question whether the Zoom hype will fade post-pandemic. This year’s Zoomtopia was a strong response to alleviate those concerns. Zoom, as with other major UC&C vendors like Cisco, have bet on the future of the workplace being a flexible hybrid model, and plenty of new products and features announced at Zoomtopia were grounded on this assumption. Oculus Horizons Workrooms was the most brazen example of this: the idea that meetings of the future will be hosted in virtual reality, bringing distanced attendees together into a virtual meeting room.
Perhaps the most interesting announcement, though, was Zoom’s Video Engagement Center. The UC&C market is trending toward merging with contact center and customer experience functionalities, with organizations preferring to have their solutions unified into one platform. Zoom is betting that video – as a channel for customer engagement – will be important alongside voice, email, and other channels. Once coupled with the Five9 platform (after its acquisition by Zoom is finalized), this promises to be a dominating product across the UCaaS, team collaboration, CCaaS, and customer experience marketspaces.
Of course, video will not always be the right channel to invest in for all organizations. Interestingly, Five9’s CX Summit (held a week before Zoomtopia) centered on voice still being customers’ channel of choice, and the company has sought to invest predominantly in voice technologies over the next year. Organizations considering multi- or omnichannel capabilities should ensure the channels they offer resonate with their customer target audience, lest those organizations risk losing ROI on underutilized channels. Use Info-Tech’s Build a Strong Technology Foundation for Customer Experience Management for guidance on selecting the right kind of customer experience framework for your organization.
Source: SoftwareReviews’ UCaaS Data Quadrant. Accessed September 20, 2021.
This note outlines Info-Tech’s Three C’s of Enterprise Collaboration framework to help buyers effectively navigate the collaboration software marketspace.
With a return to the office looking ever more feasible, organizations need to consider what role web conferencing solutions will play moving forward. This note outlines three trends organizations should be aware of as we move into 2022.
On March 30, 2021, HCL Technologies briefed Info-Tech on the roadmap for Connections. For 2021 and 2022, users can expect Connections to have seamless Microsoft 365 integrations, enhanced user experience frameworks, landing pages for user engagement (with tailored notifications and updates), and broader integrations with third-party applications.
On February 24-25, 2021, Zoho held its annual ZohoDay – a conference aimed at communicating the state of the business and product roadmaps. The event coincided with Zoho’s 25th year as a company, testament to Zoho’s long-term business approach: grow organically, have zero debt, zero external investments, remain cashflow positive, and plow cashflow back into the business and customers.
This note highlights the top three trends to watch for in the 2021 UCaaS market.
On October 6, 2020, Cisco introduced a slew of updates for Webex software and hardware, coming October and early November. This briefing predominantly featured the release of Webex Room Navigator with of IoT technology, which seeks to reduce COVID-19 spread and optimize office footprint.
On September 1, 2020, Info-Tech briefed with Cisco about current and upcoming features of its Unified Webex app for September. Significant changes include the introduction of Cisco Webex Classrooms and the Webex Control Hub, with notable updates also coming to Webex for Education, Webex Meetings, and Webex Teams.
On September 4, 2020, Info-Tech briefed with Zoho about current and upcoming features of Zoho Workplace, a global enterprise collaboration platform. Organizations, especially SMBs, that want to look outside of Microsoft’s and Google’s office productivity suite duopoly should consider shortlisting Zoho Workplace as a viable option.
Enterprise Connect 2020 Digital Conference & Expo featured a wide variety of sessions on communications and collaboration for enterprise. Thomas Randall reports on Nemertes’ latest research. Nemertes studied the impact of team collaboration software on the enterprise and the need for a rationalized collaboration toolset.