Zoom Video Communications had 27 patents in digitalization during Q4 2023. Zoom Video Communications Inc has filed patents for methods and systems that enhance communication sessions. These patents include a ticket system for efficient interaction with contact center agents, video-based search results using OCR technology, video-based chapter generation for communication sessions, presenting attentional elements within a communication session, and a user-configurable interface for dynamic customization during communication sessions. GlobalData’s report on Zoom Video Communications gives a 360-degreee view of the company including its patenting strategy. Buy the report here.

Zoom Video Communications grant share with digitalization as a theme is 29% in Q4 2023. Grant share is based on the ratio of number of grants to total number of patents.

Recent Patents

Application: Private web sessions in contact center interactions (Patent ID: US20230418866A1)

The patent filed by Zoom Video Communications Inc. describes a ticket system that manages interactions with agents of a contact center. When an agent is unavailable, a private web session is established to address the customer's issue. Content related to the problem is provided during this session, and if the issue remains unresolved, the interaction is transferred to an available agent. Once the problem is resolved, the private web session is terminated. The system also includes features such as determining agent availability, initiating various types of interactions (video meeting, telephone call, chat), and utilizing customer relationship management (CRM) metadata for personalized service.

The method and system outlined in the patent aim to streamline customer interactions with contact center agents by efficiently managing the process when an agent is unavailable. By establishing private web sessions and transferring interactions seamlessly between agents, the system ensures that customer issues are addressed promptly and effectively. The incorporation of CRM metadata and various interaction options enhances the overall customer experience and allows for personalized service delivery. Overall, the patent highlights a comprehensive approach to managing customer interactions in a contact center setting, ultimately improving customer satisfaction and operational efficiency.

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GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.