Zoom is spreading a clear message at Zoomtopia 2025: it’s a platform built for people.
Employees, entrepreneurs, creators, educators… they’re the ones driving progress every day.
For Zoom, that makes it different. It believes that Microsoft builds for IT and procurement, while Google bundles collaboration into its suite. Yet, it aims to deliver for the user.
For that reason, Zoomtopia’s theme is all about connecting people to progress.
That theme runs through all of Zoomtopia 2025’s announcements, with the top ten outlined below, starting with those that matter most to customer experience teams.
1. Zoom Bolsters Its Contact Center Partnerships with Salesforce & ServiceNow
As the Zoom Contact Center has surged, customers have requested tighter integrations with their customer support CRMs.
Zoom has acted by partnering with prominent CRM providers and embedding its contact center tooling within their solutions.
Its latest move is to make its real-time transcription, unified routing, and AI assistant technology available in Salesforce Service Cloud.
As a result, it delivers a unified agent experience (less Alt+Tabbing), consolidates support data, and lowers management burdens, as the two platforms overlap.
Zoom had previously launched a similar unified CCaaS-CRM offering with ServiceNow: Unified Engagement from Zoom CX and ServiceNow.
Yet, it has now taken this relationship further by launching an agent-to-agent integration, enabling AI Companion and Now Assist Agents to work together to solve cases.
As such, a contact center rep may communicate with a Now Assist Agent via the Zoom AI Companion interface and automate tasks in another part of the business that lead to a successful resolution. That’s an exciting new capability.
2. Zoom Debuts a New Conversational Intelligence Solution
Zoom CX Insights is a new addition to the enterprise communications giant’s CCaaS platform, offering a native conversational intelligence solution.
Yet, this isn’t just another dashboard filled with overwhelming amounts of data and information. Instead, it’s interactive.
As Michelle Couture, Global Product Marketing Lead for Zoom CX, summarized:
Leaders, supervisors, and managers can simply ask questions in plain language to uncover trends, spot issues, and coach their teams, without waiting on analysts or digging through complex dashboards.
Also, Couture suggests that CX Insights can deliver prescriptive guidance to help reduce churn, improve self-service, and boost overall customer satisfaction.
By taking this step and pulling together data to recommend specific actions that will improve customer, agent, and business outcomes, Zoom aims to lead the future of contact center reporting.
3. Zoom AI Expert Assist Goes Agentic, While Its Virtual Agent Also Gets a Big Boost
Zoom AI Expert Assist, its assistance solution for contact center reps, has gone agentic.
As such, with rep supervision, AI Expert Assist can take context from the session, reason with that context, and complete workflows on their behalf.
So, instead of just recommending a next best action, Agentic AI Expert Assist will offer to perform it.
The Zoom Virtual Agent (ZVA), its customer assistance solution, went agentic in June. Yet, its latest upgrade takes this further, as Couture noted:
Powered by stronger models, it delivers smarter reasoning, more accurate responses, and the ability to manage more complex interactions.
Zoom is extending that foundation with new capabilities, including the integration of ZVA into its contact center quality management solution. That’s significant as both human and virtual agents can be scored and evaluated in the same way.
Finally, Zoom has added new templates for healthcare, concierge use cases, and deeper integrations with Zoom Phone, Amazon Connect, and numerous other rival communications platforms.
4. Sales & Marketing Teams Also Gain New Capabilities
Prospecting is a grind for sales reps, figuring out who is worth their time, engaging them, and sending follow-ups. Yet, these efforts rarely convert, and that slows the pipeline.
To combat that, Zoom is adding Agentic Prospecting to its Zoom Revenue Accelerator, its sales intelligence tool.
With this new capability, reps can drop in a list of webinar leads, and it gets to work. In doing so, it enriches each contact with insights, prioritizes the best opportunities, and sends personalized outreach immediately. It can also manage the back-and-forth until a meeting is booked.
Switching to marketing, Zoom has introduced Ask AI Companion for Webinars.
The solution allows people joining late, or who just want a recap, to ask AI Companion for instant summaries. They’ll get the additional context they need to catch up, without creating extra work for the host.
To further support the delivery of webinars, Zoom has also launched a Production Studio, enabling “TV-quality layouts, smooth transitions, and preloaded videos.”
5. The Zoom AI Companion 3.0 Is Here
Away from CX in isolation, Zoom has made other platform-wide updates. The launch of its AI Companion 3.0 is likely to capture the headlines.
At Zoomtopia 2023, Zoom released its AI Companion 1.0, which summarized meetings, extracted key takeaways, and surfaced next steps.
The following year came AI Companion 2.0, delivering platform-wide assistance, surfacing information, prioritizing tasks, and helping get more done.
Now, AI Companion 3.0 is going agentic, turning conversations into actions. It focuses on three core areas: uncover, optimize, and uplevel.
Uncover means surfacing insights from team meetings, chat threads, and cross-channel interactions. The new AI Companion Notetaker can help here, attending meetings (across any conferencing platform), taking notes, and capturing action items.
Optimize takes that insight and other conversation data to provide proactive assistance for users. The new “Free Up My Time” skill is an excellent example. With this, the AI Companion can analyze the calendar, recommend meetings to skip, and suggest option attendees for meetings the user runs. It also allows the user follow meetings remotely and receive key updates.
Finally, there’s uplevel. This aims to help users produce high-quality work faster, organizing schedules, creating briefing materials, guiding interactions, and structuring priorities. The new “Writing Assistance” skill is one to watch out for here. It doesn’t just help draft emails, proposals, reports, presentations, etc., it understands intent and business context to improve results.
To support the agentic AI Companion, Zoom will also launch a new web experience in November and an Enhanced Home tab in Zoom Workplace next year.
6. The Zoom AI Companion Comes to Slack and Microsoft Teams
Next month, Zoom will launch a native AI Companion experience in Slack, followed shortly by Microsoft Teams.
Ultimately, this means users can catch up on conversations, pull key insights, and schedule meetings simply by asking AI Companion, no matter which compatible collaboration tool they use.
The AI Companion will be especially useful for those who handle meetings across these collaboration tools, with Zoom striving to make its AI Companion available where their teams already work.
7. Meet Another AI Assistant: The Zoomie Group Assistant
As noted, AI Companion 3.0 can help users prep for meetings, providing proactive nudges, gathering insights from past conversations, agendas, and assets, and even suggesting additional prep.
During meetings, it also keeps discussions focused, prompts alignment on decisions, and helps lock in action items before the session ends. It can also kickstart those action items to turn discussion points into actions.
Yet, in addition to AI Companion comes the Zoomie Group Assistant, which can be activated by voice or chat in Zoom meetings.
Attendees just need to say “Hey Zoomie” in a Zoom Room, and it can answer questions, control the room environment, share screens, or launch a whiteboard.
The goal? To make collaboration faster and smoother.
8. More New AI Communications Tools (inc. Avatars)
Alongside the Zoomie Group Assistant, Zoomtopia teased many more AI tools to boost business communication in Zoom Workplace.
For starters, Zoom Clips can now transform static slide decks into dynamic video presentations “with just a few clicks.”
Additionally, users can add a custom AI avatar for a consistent on-screen presence and reach global audiences with automatic translations.
Yet, perhaps most fascinating is the introduction of photorealistic meeting avatars, which Zoom describes as a professional alternative to cartoon avatars.
In other words, it’s for people who don’t feel camera-ready but still want to impress.
9. Yet Another New AI Assistant, This Time for Zoom Phone
AI assistants are all the rage for Zoom, with the vendor announcing yet another, this time a Cellular Companion for Zoom Phone.
The Cellular Companion routes calls through the native mobile dialer while remaining compliant and audible via Zoom Phone.
Compatible with global carrier plans and dedicated mobile numbers, it bolsters Zoom’s ambitions to create an integrated experience across platforms, giving users the flexibility to work anywhere, even in low-bandwidth areas.
10. Zoom Unveils a Video Management Solution
Earlier this year, Zoom launched its Workplace for Clinicians and Workplace for Frontline solutions.
Thanks to these solutions, more video content is being generated on Zoom, including meetings, lectures, training sessions, etc.
The new Zoom Video Management solution aims to transform those videos into “powerful, shareable, and impactful assets.”
In doing so, educational institutions and enterprises alike can spend less time managing content and focus on what they do best.
Key features of the Video Management solution include:
- Automatic transcription makes every word searchable.
- Smart chapters and content summarization turn long recordings into digestible insights.
- Intelligent recommendations help surface the most relevant content from your video library.
CX Today is on top of all the big customer experience conferences this event season. To keep tabs on all the big announcements, subscribe to our newsletter.
