Already familiar with Zoom Meetings, Nick Scali initially engaged Zoom to address its telephony challenges via Zoom Phone, a cloud-based business phone system. But as the team explored the platform’s capabilities, the opportunity quickly expanded.
“What we saw from Zoom was that they provided more than just a phone system service or a meeting service,” says Schleissner.
With Zoom CX, Nick Scali unified customer engagement, employee collaboration, and AI in one unified platform - bringing together voice, chat, video, and AI-powered automation in one seamless experience.
Often, the customer journey begins with a simple question submitted via the website, and for Nick Scali, this first interaction is critical.
“One of the opportunities that we found wasn’t simply being able to contact the customer through that same service, but being able to move them to a phone call,” he explains. “Taking customers from a chat to a live phone conversation with full context for the agent creates a faster, more personal path to resolution.”
The rollout extended across the organisation, connecting stores, contact centres, and mobile teams into a unified, AI-first system linking the back office, front office, and customer experience.
Nick Scali set out to modernise communications end-to-end, not just within the contact centre, but across its entire network, from in-store phone systems to mobile connectivity for field teams.
“It wasn’t just changing our contact center, it was also putting in new phone tech across the stores, and extending it to mobile,” Schleissner says.
Critically, the transformation was delivered without disruption.
“It’s been a successful project where no one noticed it happened. One day it was the old system. A few hours later, it was Zoom CX,” he says.
