Singtel adds enhanced Zoom enterprise communication capabilities to 5G and unified comms portfolio

Singtel is the first telco in Singapore to launch Zoom Video Communications’ newest communications solutions for enterprises. The company has boosted its 5G and unified communications (UC) offerings* with the addition of enterprise communication solutions from Zoom Video Communications that enhance customer service delivery, operational efficiency and support overall digital transformation.

The new services will be progressively made available to enterprises, starting from February with Singtel’s Zoom Phone Connector. Zoom Phone Connector enables business calls from fixed lines to and from Zoom Phone and non-Zoom Phone users, enabled by Singtel’s Communications Platform-as-a-Service (CPaaS). This removes the need for businesses to maintain fixed lines in a hybrid work environment, and ensures employees can efficiently and effectively work and collaborate wherever they are.

Other solutions that will enable a more immersive meeting experience include Zoom One, which encompasses team chat, phone, whiteboard, meetings, rooms, workspace reservations, and more in a secure and scalable package. Zoom One products are purpose-built to work together to enable smarter collaboration and keep projects moving forward, including: 

● Zoom Team Chat, which connects teams and streamlines communications with instant messaging. ● Zoom Phone, a cloud phone system for businesses. 

● Zoom Meetings brings teams together with face-to-face video interactions, screen sharing, chat, captioning, and more. 

● Zoom Whiteboard provides a virtual and persistent collaboration platform space for teams to brainstorm, plan, and learn. 

● Zoom Rooms bring HD video collaboration into any space. 

● Workspace Reservation, which enables hybrid teams to reserve flexible workspaces ahead of time or when they arrive at the office. 

Available in the future, Zoom Contact Center and Zoom Virtual Agent will engage customers via intelligent digital interactions, while Zoom IQ for Sales will enhance sales productivity. Zoom Contact Center helps businesses deliver prompt, accurate, and personalised responses to their customers over a variety of channels, including voice, chat, SMS, and video. The solution includes intelligent routing and virtual agents powered by artificial intelligence (AI) to reduce call load, improve agent productivity, and guide customers to faster resolution.  

Zoom Virtual Agent is an intelligent conversational AI and chatbot solution that uses natural language processing and machine learning to understand and quickly resolve issues for customers. Zoom Virtual Agent can be deployed around-the-clock on multiple support channels, reducing call volumes to human agents, and driving operational efficiencies for businesses. Available in early 2023, Zoom Virtual Agent can be fully integrated with Zoom Contact Center, and will also be offered as a standalone chatbot solution.  

Zoom IQ for Sales is a conversation intelligence software for Zoom Meetings. It allows sales teams to gain meaningful and actionable insights from their customer interactions to improve seller performance and enhance customer experiences. 

 Zoom has also augmented its existing UC solutions such as Zoom Meetings, which now comes with features such as Avatars that mirror the user's head movements and display pre-selected facial expressions. Captions translated in real-time as well as waiting-room videos for paid subscribers to play for participants in virtual waiting rooms before they are admitted into the main meeting rooms are now available as well. 

Additionally, Zoom can also be integrated into Singtel’s CPaaS, a cloud-based infrastructure that enables capabilities such as voice, video and messaging to interoperate with business functions. Customers can onboard new services like Do Not Call functions, Contact Centres-as-a-Service and mobile voice recordings more seamlessly. 

Lim Seng Kong, MD, Singtel Enterprise Business said: “Singtel is well-plugged into our business customers’ challenges and understands their need for trusted, resilient and cost-effective technology solutions and services to help them evolve as an organisation more effectively and give them a competitive edge in the industry. UC facilitates better organisational management and collaboration which helps enterprises improve productivity and customer service while saving money on communication costs. 

"With the addition of Zoom’s suite of new innovations to our comprehensive UC portfolio, Singtel Paragon’s multi-access edge compute (MEC) capabilities and marketplace of advanced 5G solutions and applications, as well as Singtel’s CPaaS, enterprises will be able to develop more innovative applications and provide timelier and value-added services to their customers, more seamlessly and cost effectively. 

"We look forward to our continued partnership with Zoom to help enterprises accelerate their digital transformation and achieve their business growth ambitions.” 

“Organisations in Singapore are looking for a flexible, secure and reliable communications platform to consolidate their workflows, drive greater efficiency and deliver more seamless customer experiences. Zoom’s relentless commitment to innovation with a communications platform that works seamlessly makes us the right choice for Singtel,” said Ricky Kapur, Head of Asia Pacific (APAC), Zoom. 

“We are excited to partner with Singtel to empower organisations in today’s challenging business climate and unlock new industry innovations across healthcare, education, banking and more. Innovation done right is key to resilience and growth, and we look forward to providing enterprise customers the communications technology and expertise they need in their digital transformation journey.” 

Singtel noted that the switch from on-premises communications with physical desk phones to cloud-based UC supports telecommuting and also helps enterprises cut down their carbon footprint through the direct reduction of hardware and paper. Adoption of Singtel’s suite of UC solutions has grown more than 25% year-on-year since it was launched in 2021. 

*Unified communications (UC) refers to combining voice, video and text communication capabilities as well as enabling services and products - from apps to hardware devices - on a single platform.

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