Zoom Launches New AI Companion, CRM Support, & VoC Capabilities

"This might just be Zoom’s best Contact Center release dropped so far this year"

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Published: March 19, 2024

James Stephen

Zoom has unveiled its latest Contact Center release wave, which features new AI companion capabilities, CRM support, VoC features, and more.

These new innovations aim to improve the experiences of admins, supervisors, and agents as they navigate the platform

Iqbal Javaid, Head of CX Solution Engineering EMEA at Zoom, took to LinkedIn to share his reaction to Zoom’s new contact center features:

Incredible features released over the weekend. This might just be Zoom’s best Contact Center release dropped so far this year.

“The innovation is off the scales. [It’s] all designed to drive enhancements throughout the platform around AI, CRM capabilities, multi-language support, improved integrations between front & back office, AI-powered real-time language translation, and the list goes on to ultimately deliver a far superior customer experience.”

Javaid concluded: “What’s more amazing is this is just a taster of what’s been released!”

The New Contact Center Capabilities

First up are updates to the AI Companion for Contact Center. Now, supervisors may use the virtual assistant to access real-time consumer sentiment, live transcripts, and conversation summaries.

Admins may also enable and disable specific use cases such as Talk metrics, Follow Up Tasks, Engagement Summary, and Sentiment Analysis. As such, contact center leaders can choose which AI features agents and supervisors use based on their preferences.

Finally, Zoom has revamped the AI Companion’s UI to simplify supervisor actions like listening in and recording engagements.

Next, Zoom released support for multiple CRM Integrations in the Zoom Contact Center, so users may access multiple CRM instances simultaneously – mix and matching platforms such as Salesforce, Microsoft Dynamics 365, Zendesk, ServiceNow, and HubSpot. Those CRM instances may also include sandbox and production environments.

Then, there are new Voice of the Customer (VoC) capabilities. With these, admins can launch interactive surveys for consumers by linking surveys to contact handling flows to gather feedback and improve customer experiences.

Such innovation allows businesses to set up various processes for gathering customer feedback. For example, admins can design a flow where customers receive a prompt to take a survey – either in chat or later using a web link – once their interaction has ended.

In-chat surveys let consumers answer multiple choice, rating scale, and free response questions, enabling a more customizable feedback capability.

There are also new data management features, which allow Contact Center data transfers to Zoom Phone, WebRTC Connection, Flow navigation, and dialler campaigns.

Other notable additions to a long list of new features include background noise suppression, multi-language support for live transcription, and the ability for agents to zoom in and out when screen-sharing.

Zoom has become accustomed to launching new release waves for its Contact Center every month – as it looks to build on its market momentum, with CCaaS licenses up 300 percent in its fourth quarter of 2023.

For more on Zoom’s CCaaS offering, check out its Call Center Upgrade Checklist.



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