Front Integrates with Zoom Contact Center to Unify Customer Conversations Across Channels

According to Front, its latest integration with Zoom Contact Center addresses one of the major problems that plague customer service processes- customer conversation fragmentation. This collaboration combines Front’s customer communication software with Zoom Contact Center’s voice functionality, thus allowing companies’ support, sales, and customer success departments to handle customer interactions via telephone calls, emails, instant messaging, and other types of communication all on one pane of glass. This consolidation of customer conversations makes it possible for organizations to have more information about their customers without making them switch between various applications and ask for the same information again and again.

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The system is built to enhance collaboration among teams, shorten reaction time, and offer customers better experiences. Besides, the integration will allow companies to integrate voice conversations into their existing digital communication processes. The new system is a response to the rising trend in the industry whereby companies are increasingly seeking to remove silos from their operations and make their services as efficient as possible. With the ever-growing customer expectation for personalized and continuous communication, Front and Zoom want to help companies build more integrated and context-enriched conversations.

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