Update for Zoom Contact Center

New or enhanced feature

Admin features

User settings templates

• Admins can create and manage templates for their Contact Center user settings, making it easy to configure multiple aspects of each user's configuration at once. User settings templates can be used when adding or updating users, either web-based or via bulk update. When using update-type templates, admins can select the individual settings that should override existing ones. Templates support roles, packages, queues, skills, and other user attributes.

Premium or Elite licensing impact on messaging & email report

• Account owners and admins can access Zoom Contact Center Premium or Elite messaging and email reports, logs, and data if their account has at least one Premium or Elite license or historical data from these channels. Once the account purchases a Premium or Elite license, access to reporting is enabled and remains available even if the license expires or is removed, as long as historical data exists. This ensures admins can still view past data even without an active Premium or Elite license.

Outbound (1-1) email reports

1. Admin can view outbound (1-1) email interactions with consumers from existing reports, including:

• Teams and Open & Closed engagement reports on the client side
• Email and Omnichannel widgets under the wallboard
• Queue Details Report
• Engagement Logs
• Queue Analytics Report
  New metrics were added specifically for outbound emails, and the existing metrics were updated to include traffic from outbound emails.

Natural language speech input for Interactive Voice Response (IVR)

• Admins can configure IVR to accept natural language speech input from consumers, instead of only pre-defined keywords. The Automatic Speech Recognition (ASR) engine accurately transcribes the consumer's speech input as text, including support for alphanumeric input. The transcribed text can be assigned to variables for use in flow automation. This enables more intuitive self-service and smart routing based on the consumer's speech input. This feature must be enabled by Zoom.

Multilingual support for email channel

• Admins can enable automatic language detection for email engagements in email flows. When enabled, the system automatically sets the engagement.language global variable based on the detected language. Admins can create email signatures and email bodies in multiple languages using text or HTML editors. They can also configure multi-lingual email signatures at the account and queue level from the assets library. This allows brands to provide an end-to-end multilingual experience for consumers across different regions.

Multi-language support for video flows and video queues

• Account owners and admins have the ability to choose multi-lingual text assets used in video queues and video flows. Admins have the option to manually enter text or select from an asset library, with the text automatically adjusting to match the engagement language. Areas updated include quick reply buttons in Collect Input widgets. Additionally, they can configure multi-lingual system messages for Recording prompts and Queue Overflow messages. This feature ensures a consistent and localized experience for consumers, enhancing multi-lingual communication across channels.

Multi-language support for messaging flows and messaging queues

• Account owners and admins have the ability to choose multi-lingual text assets for various consumer-facing messages used in messaging queues and messaging flows. Admins have the option to manually enter text or select from an asset library, with the text automatically adjusting to match the engagement language. Areas updated include quick reply buttons in Collect Input widgets, Notify Estimate Time settings in Route To widgets. Additionally, they can configure multi-lingual system messages for Auto Close Alert messages and Queue Overflow messages. This feature ensures a consistent and localized experience for consumers, enhancing multi-lingual communication across different consumer-facing messages.

Mass deploy preconfigured settings for new message audio alert setting

• Admins can mass deploy preconfigured new message audio alert setting for agents and supervisors in the Zoom desktop app. They can set it up to turn the audio alert on or off by default and decide if users can change the setting. This gives admins more control, allowing them to customize the audio alert feature to meet their organization's needs and ensure consistency across the team. This is available for MacOS and Windows operating systems.
  Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024

Enhancements to voice queue waiting experience

• Admins can easily set up and manage the waiting experience when multiple audio interrupts are involved. Error handling is provided to prevent issues like interrupts that last too long, overlap with others, or interfere with menu prompts.

Enhancements to admin controls for call data transfer

• Account owners and admins have enhanced control over the data sent from Zoom Contact Center to Zoom Phone during call transfers. The Caller name or Caller ID checkbox has been removed, as this information is automatically passed to Zoom Phone. Admins can customize which data fields are enabled or disabled, including transfer initiator, consumer sentiment, conversation summary, CRM ticket info, and variables. The options available depend on the account's Zoom Phone Pro Plus license status, and these settings can be configured at both the account and queue levels.
  Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024

Edit consumer-facing system prompts for video channels

• Account owners and admins can enable, disable or edit consumer-facing system prompts that are sent to consumers automatically when agent-related activity occurs in an engagement. This includes messages sent when an agent joins chat, ends chat, transfers, etc. Admins have the option to manually enter text or select from an asset library, with the text automatically adjusting to match the engagement language. This is configurable across all video channels.

Edit consumer-facing system prompts for messaging channels

• Account owners and admins can enable, disable or edit consumer-facing system prompts that are sent to consumers automatically when agent-related activity occurs in an engagement. This includes messages sent when an agent joins chat, ends chat, transfers, etc. Admins have the option to manually enter text or select from an asset library, with the text automatically adjusting to match the engagement language. This is configurable across all messaging channels.

Disable agent camera in video engagements

• Admins can disable the video camera for some agents in Zoom Contact Center video engagements, including video escalations. This can be applied at the account or queue level, preventing agents from using their video camera. Admins can set a default profile picture or avatar to represent agents when their camera is disabled. This helps contact centers control agent video presence, ensuring privacy and maintaining brand standards. This feature must be enabled by Zoom.
  Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024

Agent guide management and retrieval

• Admins can create and manage agent guides, which provides agents step-by-step instruction to help solve issues during customer interactions. Guides can be customized and linked as a recommended action to Next Best Action instances. Agents will see relevant scripts automatically based on the customer's query or issue, ensuring accurate and consistent responses. They can also search for scripts manually. This feature must be enabled by Zoom.

Abandoned call handling

• Admins can set up a prompt to play a pre-recorded message when a progressive dialer call is abandoned due to no available agents. If an agent does not answer the call within a set timeout, the message plays to consumer before the call disconnects. This ensures that consumers are informed about the call status rather than facing an abrupt disconnection.

Agent and consumer features

Synchronization of Zoom Contact Center agent status and Zoom presence

• The agent status section in the Zoom Contact Center agent desktop app has been enhanced for better visibility and usability. Agents can see their current status more prominently displayed in the left panel. When an agent's status is forced to Not Ready , alerting visuals will be displayed to quickly draw the agent's attention. Additionally, the Not Ready reason codes are sorted alphabetically, allowing agents to locate the appropriate reason code more easily. These enhancements improve the overall user experience by providing a more intuitive and accessible agent status management interface.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024

Smart Compose with AI Companion

• Agents can use the Smart Compose with AI Companion to generate responses to customer messages. By giving prompts or guidelines, the Smart Compose feature creates a personalized, first-person response as if the agent is speaking directly to the customer. This feature helps agents work more efficiently and offers a more personalized experience for customers.
  Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024

Saved replies for messaging channels

• Agents using the CTI connector can use shortcuts to quickly insert saved replies in SMS or chat conversations. Matching saved replies, including their names and preview text, will appear when typing a shortcut. Agents can also use the Reply Assistant to browse and search all saved replies, organized by categories and filtered by language. Once a reply is selected, it's inserted into the active chat, and agents can edit it before sending. This helps agents respond faster to common inquiries, reducing handle time. This feature is currently available only on Salesforce CTI connector V3 and must be enabled by Zoom.

Real-time transcription for voice engagements

• Agents using the CTI Connector can turn real-time transcription on or off during active voice engagements. The transcription appears in the CTI window and is visible to all agents in the engagement. Each transcription includes the participant's name, timestamp, and near real-time text. Agents can scroll, search, and copy the transcription text. They also receive an audible notification when transcription is enabled or disabled. This allows agents to focus on the conversation without the need for note-taking or missing important details. This feature is currently available only on Salesforce CTI connector V3 and must be enabled by Zoom.

Pop-out and resize integrated third-party apps

• During an active engagement, agents and supervisors can pop-out third-party apps integrated with Zoom Contact Center into a separate window. They can move and resize the popped-out app window to optimize their screen space and access the app's features more conveniently. The popped-out app window provides options to close, merge back into the right panel, or refresh the app. This feature provides a more convenient experience to access and utilize the integrated app's features.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024

Persist outbound caller ID for messaging and voice engagements

• Agents using Zoom contact center CTI connector can persist their outbound caller ID number for SMS and voice engagements. Once selected, the outbound caller ID is stored and remains consistent across all sessions, even if agents log out or switch between clients. This saves time by eliminating the need to manually reselect the caller ID after each login. This feature is currently available only on Salesforce CTI connector V3 and must be enabled by Zoom.

Outbound preview dialer in CTI connector

• Agents can use the outbound preview dialer in the CTI connector if enabled by admins. When enabled, agents can view contact details, skip to the next contact with a reason, or initiate an outbound call. Admins can configure settings like dialing strategy, maximum skips per record, preview timer, ring time, and calling hours. Agents also see screen pops, call logs, notes, and dispositions in the CRM. This helps agents research and prepare for high-value interactions, improving engagement quality. This feature is currently available only on Salesforce CTI connector V3 and must be enabled by Zoom.

Multi-language support for voice transcription

• Agents using CTI connector can select from a list of available languages to view live transcriptions during voice engagements. The language selection is based on the agent's personal profile setting. If the preferred language is not supported, the default language is English or the first supported language in alphabetical order. Agents can change the transcription language, and the setting is saved for subsequent engagements. This feature is currently available only on Salesforce CTI connector V3 and must be enabled by Zoom.

Manual message translation

• Account owners and admins can enable the manual translation feature for inbound messages. When enabled, agents can manually translate individual inbound messages into their preferred language, regardless of the messaging channel. This feature offers ad-hoc translation assistance for agents and supervisors communicating with international consumers.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024

Enhancements to Zoom Contact Center visual experience

• Agents and supervisors can expect a consistent user experience across the Zoom platform. The icons and features in Zoom Contact Center now align with the updated UI of the Zoom Meetings, ensuring a cohesive experience across all Zoom products. Additionally, a new Cancel Transfer button has been introduced for voice warm transfer calls, enhancing usability. This feature must be enabled by Zoom.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024

Enhancements to close app experience

• When an agent closes the only open app, the Profile tab displays. When an agent closes one of multiple open apps, the next most recently opened app displays with the proper context restored. This aims to improve the close app flow and provide a smoother Zoom App experience for agents.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 16, 2024

Agent status visibility in Zendesk CTI connector

• Agents using the Zoom Contact Center CTI connector for Zendesk can see their current status more clearly. A persistent visual indicator displays whether an agent's status is Ready , Not Ready , Occupied , or Logged out of the CTI connector. This allows agents to quickly identify their availability status without having to open the CTI connector. However, agents still need to update their status within the CTI connector if required.

Agent skill selection during transfers

• Agents using CTI connector can enter the required skill inputs when transferring an engagement to a queue with an agent routing profile. They are required to enter values for the required priorities in the routing profile and have the option to enter or skip values for non-required priorities. This allows for proper routing of transferred engagements based on agent skills. This feature is currently available only on Salesforce CTI connector V3 and must be enabled by Zoom.

Ability to transfer conference call ownership

• Agents using CTI connector can transfer control of a conference call to another Zoom Contact Center user in the call. If no other users are present, they can either end the call for everyone or leave the call without ending it for the remaining participants. When leaving or ending the call, agents can also wrap up or provide a call disposition if external participants are involved. Transferring conference ownership ensures the engagement continues smoothly between agents. This feature is currently available only on Salesforce CTI connector V3 and must be enabled by Zoom.

Resolved issues

• Minor bug fixes