Zoom Video Communications had 121 patents in future of work during Q4 2023. Zoom Video Communications Inc has filed patents for systems and methods that improve interactions with contact center agents, provide voice transcription feedback for virtual meetings, dynamically adjust aspect ratios for video streams in a video conference GUI, arrange UI tiles of conference participants based on their relative locations in a conference room, and execute diagnostic software to test components for optimal functionality during a video conference. 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 future of work as a theme is 28% 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 patent outlines a method, system, and computer-readable storage device for managing interactions with contact center agents. It involves establishing private web sessions, outputting content based on customer issues, transferring interactions to available agents, and terminating sessions upon issue resolution. The system includes components like a ticket system, interaction tool, and task router to ensure efficient handling of customer concerns. Additionally, the patent emphasizes the importance of CRM metadata in providing personalized service and mentions the association of the contact center with merchants or service providers. Overall, the technology described aims to streamline customer-agent interactions and enhance the efficiency of issue resolution processes within contact centers.

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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.