Video conferencing giant Zoom has teamed up with Joulica, a real-time customer journey analytics provider, in a move set to transform the contact centre space.
This partnership means the Zoom Contact Center solution users will gain deep insights into customer interactions, with Joulica seamlessly integrating across Zoom’s ecosystem which includes Zoom Virtual Agent, Zoom Phone, and enterprise apps like Salesforce.
Gartner has already taken notice, referencing Joulica’s integration with Zoom in its 2025 Market Guide for Customer Journey Analytics & Orchestration. And for good reason. This collaboration arms businesses with real-time visibility across all customer touchpoints, going beyond Zoom to cover the entire digital ecosystem. Also, it brings AI-driven orchestration, using Zoom Flows and Next Best Actions to guide customers toward successful outcomes.
On top of that, Joulica connects journey data to business priorities like customer retention and sales, helping companies focus on what really moves the needle.
Tony McCormack, Joulica CEO, said: “We are excited to partner with Zoom to bring our customer journey analytics directly into the Zoom Contact Center user interface.”This integration unlocks advanced insights into customer journeys, allowing businesses to make data-driven decisions, personalise every interaction, and, ultimately, enhance customer satisfaction and operational efficiency.”
About Joulica
Founded in 2016, Ireland-based Joulica is a customer experience analytics startup that providing real time and predictive analytics across all their customer interaction channels. Joulica integrates with real-time and historical data sources to produce a single source of truth across all channels. Aside from Zoom, the platform also integrates with Amazon Connect and Salesforce Service.