Zoom Video Communications (NASDAQ:ZM) has enhanced its Customer Experience (CX) suite with artificial intelligence capabilities and rolled out a new tiered pricing strategy. The latest updates to the platform are designed to cater to a broad range of business needs, with over 700 clients now utilizing Zoom’s services.

The upgraded offerings include voice communication, video call options, chat and SMS messaging, real-time transcription services, and remote control support via Computer-Telephony Integration systems. Additionally, the suite features customer surveys and an AI Companion with summarization tools. These advancements position Zoom in direct competition with other major tech companies like Microsoft (NASDAQ:MSFT), Alphabet (NASDAQ:GOOGL), and RingCentral (NYSE:RNG), which offer similar services.

Zoom’s new pricing structure is segmented into three tiers:

• The Essentials plan starts at $69 per month, providing basic communication channels and the Zoom AI Companion.
• The Premium plan at $99 per month adds management of inbound emails and social media interactions, as well as outbound dialing capabilities.
• The Elite plan, at $149 per month, includes all the benefits of the previous plans plus advanced resources tailored for enterprise-level needs.

Phillip Zammit highlighted that the improved AI-powered CX suite includes customizable feature sets to accommodate any business size and integrates multiple communication channels such as email and Facebook (NASDAQ:META) Messenger. The suite also boasts ‘Zoom AI Expert Assist’ for personalized support and is expected to introduce WhatsApp chat functionality by early 2024. Other features include remote desktop control for IT assistance, outbound dialing for sales teams, and third-party app integration for real-time access to comprehensive customer data.

Zoom’s increase in high-revenue customer contributions for Q3 fiscal year 2024 has led to an optimistic revenue forecast for Q4, estimated between $1.125 billion and $1.13 billion. Non-GAAP earnings per share are projected to be between $1.13 and $1.15, reflecting the company’s successful strategic investments and customer growth.