
Why AI alone isn’t enough for CX success: Customer experience resolution might be the deal-breaker
Explore why customer experience resolution is critical for brand loyalty. Get insights from our latest research on AI and CX.
Get the inside scoop from Zoom customer, Topaz Services, on delivering faster, more personalized experiences.
Updated on August 13, 2025
Published on August 13, 2025
Welcome to the first of our use case guide series, CX in action, where we’ll regularly showcase how our customers use our Zoom CX solution. You’ll see use cases to help you improve your customer service and get a glimpse into potential future use cases for your organization.
It’s tough out there in the CX world with customers craving more while you grapple with implementing AI across the customer journey and keeping up with your peers. We hope that you find something in this series, or in our more in-depth use case guide, that will help you improve customer service and navigate your CX team’s growth and evolution, while building a dedicated customer base.
First up is Topaz Services, whose teams are using Zoom to speed up customer service resolution and personalize the experience.
Dive into practical Zoom CX examples that turn customers and agents into fans.
Topaz Services is a “Hotel Contact Center " with a customer base of hotels that employ them to handle all of their reservations and inquiries 24/7, 365 days a year. Topaz is delivering a unique customer experience by using Zoom Contact Center, Zoom Team Chat, and Zoom Phone on one unified platform.
Let’s jump into the ways Zoom is making a big impact on the Topaz Team.
1. Creating a tailored experience for each customer journey
Topaz represents various hotel brands, so managing different rules and policies while managing customer expectations can be challenging. With Zoom, Topaz can create custom queues and flows to tailor each caller’s experience to the hotel brand they are calling about. They can also engage with customers through the channel of their choice, whether by phone, live chat, or email.
2. Easily connecting agents with experts
Being an outsourced contact center, Topaz agents need easy access to the hotels they represent to resolve customer queries and issues quickly. Previously, Topaz relied on email as a primary communication tool, which made it virtually impossible to get any kind of response while live on a call. With Zoom Team Chat, Topaz agents can connect instantaneously with hotel staff to get answers to customer questions, such as “Is the hotel pool still under construction?”. Agents can respond to a guest’s questions quickly and accurately on the spot, significantly reducing handle times.
3. Pulling actionable insights from one simple view
Beyond the contact center, Zoom Workplace easily provides visibility into all office, toll-free, and shared Zoom Phone lines. This ensures that all customer communications can be monitored regardless of who is handling the call.
Get your copy of the full use case guide for more practical ways to amp up your customer experience. This handbook for success showcases how you can reap all the benefits of our solutions and improve customer service through practical examples, including:
So many of today’s problems with customer service stem from the frustration of being stuck in a loop of no resolution (or the ‘Doom Loop’, as we call it). Customers are sick and tired of being passed around, waiting on hold, and repeating their issues time and time again. Learn how to create a more streamlined experience by bringing your organization together and providing a Total Experience for customers.
From self-service to quality management and analytics, AI has the potential to revolutionize the customer experience. We’ll show you how to implement AI without losing the human touch in the mix, a factor that makes a big difference to your customers in a world that's leaning more towards automation.
Meeting your customers where they are may require doing things differently. Get inspired by real-life examples and take a fresh look at how you can create an experience your customers can’t wait to share.
There’s no point in making even the smallest changes if you’re not confident they’ll deliver results. Each example in this guide, whether real life or in the early stages of implementation, has been hand-picked with core contact center metrics and ROI in mind.
Download the guide and use it to create those moments of delight your customers will love or embark on a more transformational change. Then get ready to watch the magic happen.
Dive into practical Zoom CX examples that turn customers and agents into fans.
Find out more about how Zoom CX can future-proof your contact center and sign up for a free demo here.