10,000+ employees
Sports
Fragmented systems, inconsistent experience, long wait times, limited analytics
Zoom CX (Zoom Contact Center and Zoom Workforce Engagement), Zoom AI Expert Assist
Real-time insights for strategic decision-making, faster response times, higher CSAT, efficient agent upskilling, personalized experience, lower operational costs, better collaboration, greater flexibility for fans and agents.
supervisor hours saved per week during peak times*
more calls reviewed
Major League Baseball™ (MLB) needs no introduction. As an American institution that represents the country’s favorite pastime, MLB™ focuses on putting its fans front and center both on and off the field. However, their previous contact center solution had several challenges that caused friction and inefficiencies. Siloed customer support operations and delayed data visibility made it difficult to deliver the world-class experiences the MLB™ team was striving for.
With Zoom already powering its internal communications, the MLB™ Draft, and the revolutionary Zoom Replay Operations Center (ROC), it made sense for the team to extend the platform to its contact center. By implementing the Zoom CX suite, including Zoom Contact Center and Zoom Quality Management, along with its advanced AI capabilities, MLB™ can now go above and beyond for its huge global fan base. The unified Zoom platform enables real-time insights, smarter routing, and improved agent productivity. Today, MLB™ is enjoying more engaged fans and a customer support team that’s driving strategic value for the league.
To keep fans as energized as they feel on game day, MLB™ needed a modern, flexible contact center to provide timely support for high-volume inquiries. The team also wanted to provide a consistent, high-quality experience across channels, especially during peak moments like Opening Day™.
Before Zoom CX, the MLB™ customer support system dealt with fragmented operations spread across independent channels, causing delayed insights and inconsistencies. As Neil Boland, senior vice president of technology at MLB™, shares:
“Under the old model, it sometimes took 12–24 hours or more to get information back. Now it’s all real-time.”
Agents were operating blind and were constrained, unable to provide the kind of personalized and proactive support fans wanted.
Due to its flexibility and scalability, MLB™ quickly started seeing the benefits of implementing Zoom CX. With real-time insights, AI-driven efficiencies, and improved quality management, all in one unified experience, customer service changed for the better.
Zoom Quality Management is helping turn the MLB™ contact center into a strategic, forward-looking business function. Supervisors can now leverage engagement and sentiment scores to quickly identify which calls need to be reviewed. They then use mentions, moments, indicators, and topics to streamline the evaluation process. As a result, each supervisor is saving an estimated 2 hours per day and is reviewing 50% more calls.
This new knowledge has also helped with agent upskilling. Now, it’s easy to pinpoint agent strengths and training opportunities, enabling supervisors to implement advanced coaching to improve agent performance.
Of course, AI is key to improving the efficiency of the MLB™ customer care team. By integrating features like Zoom AI Expert Assist, MLB™ agents can work smarter, automatically surfacing knowledge base articles during support interactions. This reduces average handle times, making the overall experience more positive and memorable for fans. For MLB™, it’s not just a tech layer; it’s an intelligence layer that helps their agents shine.
By consolidating their internal communications, including Zoom Phone, Zoom Meetings, Zoom Events, and Zoom CX, on Zoom’s unified platform, MLB™ has streamlined processes and operational costs across systems, training, and operations. Moving to a single, all-in-one platform has not only made internal collaboration easier but also eliminated redundancies and reduced the need for fragmented tech stacks. It’s a move that’s making a measurable difference, enabling MLB™ to invest more in innovation and, most importantly, the fan experience. As Neil remarked:
“For the league, it means lower operational costs and a more unified approach to customer service across the board.”
From first contact to final resolution, the MLB™ fans are experiencing a standout service. With Zoom CX’s omnichannel and intelligent routing capabilities, fans can connect on their channel of choice and get routed to the most appropriate agent, with context. Agents now have more of the data and skills they need to deliver the personalized, speedy service the fans expect, resulting in an upward trend in CSAT scores. Neil confirmed: “The combination of smarter routing, faster resolution, and the ability to personalize support has led to more satisfied fans.”
For MLB™, it’s not just about resolving the issue, it’s about making the fans feel heard, helped, and connected to the game they love. Zoom CX enables the team to meet fans where they are, ensuring every interaction—whether via chat, voice, or video—is efficient and engaging.
By leveraging AI-first Zoom CX and Zoom’s unified platform, MLB™ has turned its contact center into a strategic function. In doing so, the team is paving a new and improved course for fan engagement and operational agility, setting a new standard for customer experience in professional sports.
What’s next for MLB™ and Zoom? Moving forward, MLB™ is focused on exploring additional AI-driven opportunities and continuing to enrich the fan experience. As Neil shares:
“The possibilities with Zoom Contact Center are endless, Zoom’s adding features faster than we can use them! And we’re going to be looking at every one of those to really level up our game with our fans.”
Looking to transform your organization’s customer experience?
Learn more about Zoom CX today and discover how AI-first innovation can drive satisfaction, loyalty, and growth for your business.
