How growing SMBs are improving customer engagement without moving to a full contact center

As customer expectations rise, SMBs need faster response times, better visibility into conversations, and more coordinated follow-up across their teams. But for many growing businesses, basic phone systems no longer provide enough insight or control, and a full contact center can feel too expensive, complex, and operationally heavy for what they actually need.

IDC’s Denise Lund joins Zoom’s Madison Muchow for a conversation on how SMBs are closing that gap with modern customer engagement capabilities built for growing teams. In this session, you’ll discover:

• How customer communication expectations are changing
• Where traditional phone systems fall short for SMBs
• How IT teams are improving routing, visibility, and team coordination
• Where features like real-time analytics, queue insights, SMS, and better call handling can have immediate impact
• What IT leaders should look for in customer engagement tools designed for the space between basic phone systems and contact center platforms

Join us to hear insights from IDC research and practical guidance for IT leaders evaluating modern approaches to customer engagement.