Update for Zoom Contact Center

New or enhanced feature

Admin features

Zoom Contact Center CTI Extension

• Customers using the Zoom Contact Center CTI Connector with platforms like Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics 365 across multiple browser tabs should install the Zoom Contact Center CTI extension to avoid call disconnections and ringing issues. This extension is available in the Chrome Web Store. To use this extension, either the Open WebRTC in Separate Window setting at the agent level or the account-level configuration must be enabled by Zoom.

Leverage email header info in flows

• Zoom Contact Center provides access to detailed email header information through new global engagement variables. These variables capture email metadata like email subject, body, message ID, references, in-reply-to, and other email header metadata. Admins can leverage this data in flows to determine automate email replies based on subject or body of email and improve routing of emails to queues and agents. They can also use email header information to create and look up CRM cases and tickets created from emails. This enables tighter integration of email channels with business workflows and systems.

Extended auto-close inactive engagements timeframe

• Account owners and admins can set the Auto-close inactive engagements if the consumer doesn't reply after timeframe up to 30 days (720 hours) at account-level and queue settings for email channels. The inactivity timer starts when the agent is assigned the email, rather than when the email enters the queue. Additionally, the inactivity timer is reset based on the last reply from the agent or customer. This provides customers more flexibility in managing long-term email engagements.

Dynamic agent guide

• Admins can create conditional steps in the agent guide, allowing the guide to adjust dynamically based on previous steps. When following the guide, agents can choose from a set of options which determines the next step. Agents can return to previous steps to update answers if needed. This makes agent guides adaptable across different scenarios, improving the responsiveness to customer needs.

Agent and consumer features

SMS campaign enhancements for opt-in, opt-out, and auto append

• Zoom Contact Center enforces opt-in and opt-out messaging for SMS engagements to support 10DLC campaigns. It sends an opt-in message to consumers and waits for their response before allowing agents to send SMS. The opt-out is automatically sent when consumers respond with STOP . Additionally, a configured message is appended to the first outbound SMS. This supports customers' compliance with regulations and provides a better consumer experience.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for November 18, 2024

Sentiment analysis with AI Companion for CTI connector

• Agents using the CTI connector can view real-time sentiment analysis for any active voice or messaging engagement. Sentiment values (Positive, Neutral, or Negative) appear as soon as the consumer's first message is received and update automatically as more messages or speech come in. Supervisors can monitor sentiment on their dashboards, allowing them to step in if needed. This feature is especially helpful for recognizing if a consumer is frustrated, allowing agents to adjust their conversation style to help de-escalate. This is available in CTI version V3 and must be enabled by Zoom.

Send email or SMS invites for video calls

• Agents can invite additional consumers to an active Zoom Contact Center video call via email or SMS. Consumers receive a message with a link to join the call. When they click the link, they are prompted to go to the Join page, where they can enter their details and adjust video and audio settings. This feature makes it simple for agents to send video call invites without needing to manually copy and paste links.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for November 18, 2024

Improved context sharing for transferred engagements

• When a voice engagement is transferred between agents in Zoom Contact Center, the new agent receives the full context of the interaction. This includes the customer's information, any records or cases created by the previous agent, and notes taken during the engagement. For scenarios with multiple potential customer matches, clarifying information gathered by the first agent is also passed to the next agent. This is available in CTI version V3 and must be enabled by Zoom.

Engagement summary for agents using CTI connector

• Agents using the CTI connector can see a short summary of the customer's previous interactions in the engagement preview before accepting or declining it. This helps agents quickly understand the context without having to read through lengthy transcripts. Agents also have access to concise summaries of the customer's previous interactions, allowing them to contribute to resolving the issue without the customer having to repeat themselves. Admins can configure summarization settings at the account and queue level. This is available in CTI version V3 and must be enabled by Zoom.

Capture smart notes and disposition within CRM

• After a voice or messaging engagement ends, agents using the CTI connector can view the smart notes created by Zoom's AI Expert Assist and the AI-selected disposition in the CRM. Smart notes and dispositions are stored in custom fields within CRM records, such as session history in Salesforce, interaction in ServiceNow, tickets in Zendesk, and phone call records in Microsoft Dynamics 365. This automation speeds up the wrap-up process, allowing agents to quickly proceed to the next engagement. This is available in CTI version V3 and must be enabled by Zoom.

Changed feature

Agent and consumer features

Enhancements to wrap-up experience for CTI connector

• Agents using the CTI connector will see disposition codes marked as mandatory or optional based on the queue setup. The wrap-up screen will appear or close automatically after transfers, according to admin settings. Existing customers' disposition codes will be migrated to keep their previous settings. Previously, disposition selection was always required if configured. Now, existing queues with disposition codes will default to optional selection, while new queues will default to mandatory selection. As a result, CTI customers need to modify the queue setting for existing queues to mandatory disposition selection in order to keep the current CTI's wrap-up behavior. This is available in CTI version V3 and must be enabled by Zoom.

Resolved issues

• Minor bug fixes