Zoom Unveils Game-Changing Innovations at Zoomtopia 2023

From Zoom Docs to AI Expert Assist, Zoom is setting the gold standard for the future of work and customer engagement

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Published: October 3, 2023

Rob Scott

Rob Scott


At Zoomtopia 2023, the company showcased a plethora of innovations aimed at redefining both employee and customer experiences, all underpinned by cutting-edge AI technology.

A Quantum Leap in Features

In 18 months, Zoom has rolled out over 600 new features into its Contact Center, transforming it into a powerhouse for customer experience.

The recent launch of the Workforce Engagement Management Suite further amplifies this, offering a comprehensive solution for agent coaching and forecasting.

Zoom Docs: The New Frontier of Collaboration

One of the most buzzworthy announcements was Zoom Docs, a direct competitor to Google Docs. Designed with AI at its core, Zoom Docs offers a modular workspace for documentation, project management, and much more.

AI-Powered Customer Experience

Zoom’s AI Expert Assist is set to revolutionize customer service. This feature leverages AI to provide real-time, contextual actions and suggestions to customer service agents. It’s like having an expert looking over your shoulder, but less creepy and more helpful.

Integration with Meta Messaging Apps

In a move that reflects the changing landscape of digital communication, Zoom’s Virtual Agent and Contact Center will soon integrate with Meta’s WhatsApp and Messenger. This allows brands to meet customers where they are, enhancing personalized connections and speeding up resolutions.

Dial, Control, and Engage

The new Zoom Outbound Dialer solution will include preview and progressive dialer capabilities, enabling agents to enhance customer interaction quality before placing calls. Plus, Zoom announced a new Remote Desktop Control feature that takes customer service to the next level, allowing agents to solve problems more efficiently by controlling customers’ desktops remotely.

Tiered Plans for Diverse Needs

Zoom’s new tiered bundles are designed to meet the diverse needs of small to large contact center teams. These bundles will include voice, video, chat, and SMS channels, along with real-time transcription, remote control, Agent CTI integration, and surveys. AI Companion capabilities and additional features like inbound email and social channels will also be included in select plans. These comprehensive packages are expected to be available by the end of the year.

Stay tuned for more Zoomtopia Updates

Zoom’s latest innovations are a testament to its commitment to evolving as a comprehensive platform in the UCaaS and CCaaS space. With these new features and integrations, Zoom is setting the standard for unified communications and emerging as a leader in customer experience solutions.

For CX leaders looking to stay ahead of the curve, Zoom’s new offerings present an opportunity to redefine effective CX in the modern age.

CX Today is live from Zoomtopia in San Jose, California, from October 3-4. Keep your eyes peeled for in-depth insights into Zoom’s newest game-changers. Stay tuned!

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