How Zoom And Oracle Are Partnering To Help Businesses Scale Customer Engagement?

Zoom Communications has established a partnership with Oracle to advance customer engagement solutions. Zoom's customer experience platform, Zoom CX, will now utilize Oracle Cloud Infrastructure to enhance service delivery speed and intelligent self-service capabilities across various channels.

Oracle has implemented Zoom Contact Centre for its global customer service, linking thousands of agents to customers via a unified system. This integration allows large enterprises to leverage Zoom's AI communication tools with Oracle's cloud infrastructure, facilitating seamless customer interactions.

The partnership enables businesses to deliver consistent customer experiences through multiple channels, including voice, chat, email, and video. These interactions are directly integrated into internal workflows for sales, service, and support teams, automating updates and follow-up tasks.

The collaboration provides a comprehensive view of customer history, from initial contact to resolution, using a unified data model across departments like sales and finance. This integration reduces response times and minimizes errors, allowing employees to focus on customer support instead of administrative tasks.

Industries such as healthcare, finance, retail, and hospitality are anticipated to benefit significantly due to Oracle's existing systems tailored to these sectors, enabling personalized customer service according to industry needs.

Zoom has confirmed a 15,000-seat cloud contact centre agreement with Oracle, marking Zoom's largest deal to date. This agreement highlights the growing confidence in cloud-based communication tools for enterprise-level operations.

The partnership showcases how two established technology firms can leverage each other's strengths to improve business outcomes. Oracle benefits from Zoom's AI-based communication design, while Zoom gains from Oracle's reliable and secure cloud environment.

By integrating front-end and back-end operations, businesses can achieve a more connected structure, enabling synchronized operations across sales, service, and support departments. This enhances employee efficiency and customer satisfaction.

Zoom and Oracle aim to set a standard for integrated communication and data platforms, offering a unified solution for large businesses to optimize customer engagement and operational efficiency.

Christine Sarros, Senior Vice President of Enterprise Engineering at Oracle, stated: "We are committed to helping organizations deliver exceptional customer experiences and achieve better business outcomes through our partnership with Zoom."

Chris Morrissey, General Manager of Zoom CX, added: "With Zoom Contact Centre on OCI and Oracle's applications, we empower organizations to unify customer interactions, employee workflows, and data into one intelligent system, resulting in faster resolutions and stronger customer relationships."

Based on reporting by techround.co.uk.