Zoom has unveiled three new tools to simplify agent experiences as part of its latest release wave for the Zoom Contact Center.
These are “smart compose with AI Companion”, “agent guide management and retrieval”, and “pop-out and resize integrated third-party apps”.
There’s more on each feature below. Yet, Zoom has launched much more than new agent-assist tools.
In total, Zoom added 30 new features to its CCaaS platform during this release wave. These waves come at a monthly cadence and underline its rapid rate of continuous contact center innovation.
Other standout feature highlights include natural language speech input for IVR, multilingual support for email, and the ability for agents to disable their cameras during video engagements.
Summarizing the release, Iqbal Javaid, Head of CX Solution Engineering EMEA at Zoom, posted on LinkedIn:
September’s release for Zoom Contact Center dropped over the weekend, and what a mouth-watering release yet again!
Yet, let’s take a step back and once again consider those three new capabilities that promise to enhance agent experiences.
1. Smart Compose with AI Companion
Agents may now use the Smart Compose with AI Companion – Zoom’s native AI assistant or “copilot” – to create responses to customer messages.
After inputting prompts or guidelines, Smart Compose generates a personalized response in first-person, in the same way that an agent would speak to a customer.
The feature makes it quicker and easier for agents to relay the information to customers and will be accessible through the web app, Windows, and macOS platforms.
2. Agent Guide Management and Retrieval
With the new release, admins have gained the capability to create and manage agent guides, which offer step-by-step instructions for solving customer queries.
These guides update in real-time, presenting agents with personalized recommended next-best actions.
Agents may also access them via live pop ups, which will help to provide ‘accurate’ and ‘consistent’ replies. They are also able to search for guides manually.
The feature is available via the web portal platform.
3. Pop-Out and Resize Integrated Third-Party Apps
Finally, agents and supervisors can pop out third-party applications integrated with Zoom Contact Center into a new window during active engagements.
The app windows can be moved and resized to improve their screen space and make it easier to access the app features.
The new ‘popped-out’ app window offers the option to either close the app, refresh the app, or merge back into the right panel.
As a result, these users can deliver a ‘more convenient’ experience when it comes to accessing and using the features.
Like Smart Compose, the capability will be accessible through the Windows and macOS platforms.
Eager to learn more about the Zoom Contact Center? Register for our upcoming webinar: The Contact Center Evolution
