Update for Zoom Contact Center

Improvements

New or enhanced feature

Zoom Virtual Agent integration with Zoom Contact Center WhatsApp flows

• Account owners and admins can integrate Zoom Virtual Agent (ZVA) bots into their Zoom Contact Center (ZCC) WhatsApp flows. When creating a WhatsApp flow, they have the option to add a bot widget and deploy their published ZVA bots. For those without a ZVA license, details about utilizing a bot via ZVA are provided, allowing them to learn about the future possibilities. This integration enables businesses to leverage conversational AI and chatbots within their contact center WhatsApp channel, enhancing customer support and reducing agent workload. This feature must be enabled by Zoom.

Support for global variables within assets library for TTS, text and email assets

• Account owners and admins can now use global variables in audio, text, and email assets within the assets library. These variables allow for personalized consumer experiences by dynamically adjusting based on context or information in prompts and messages. Global variables can be included in audio assets based on text-to-speech (TTS) prompts, text assets, and email assets, displaying dynamic values when used. These assets can be referenced throughout Zoom Contact Center, supporting both system and custom global variables. This feature must be enabled by Zoom.

Smart notes configuration

• Account owners and admins can customize how smart notes are generated for their organization by setting parameters such as word count limit, format (structured or unstructured), tone, along with inclusion of customer sentiment, agent name, and follow-up tasks. Agents also have the option to regenerate smart notes using predefined parameters to refine the summaries. This enables a consistent and high quality notes that adheres to the standards of each contact center organization.

Saved replies for email engagement

• Agents can use saved email replies to quickly respond to frequently asked questions from consumers. Account owners and admins can create these canned responses, which can include rich text formatting, file attachments, images, emojis, and dynamic fields like display names and unsubscribe links. Agents can easily insert these saved replies into active email engagements using shortcuts or the reply assistant. Admins can also assign specific saved replies to messaging queues, ensuring agents have the right responses for each queue.

Route outgoing calls from Zoom Contact Center flow to Zoom Phone endpoints

• Admins can route calls from Zoom Contact Center voice flows to different Zoom Phone endpoints or objects, such as auto receptionists, call queues, and extensions. The Route To Outgoing Call widget lets admins select the desired Zoom Phone object from a dropdown list, with success or failure codes automatically mapped to the corresponding exits in the widget. This feature must be enabled by Zoom.

PCI Pal BYOC phone number integration

• Admins can select specific BYOC (Bring Your Own Carrier) phone numbers that can be routed to PCI Pal for integration with Zoom Contact Center. They can also request existing or new BYOC SIP trunks to be enabled for PCI Pal integration. The agent and consumer experience remains the same as with native number PCI Pal integration. This feature must be enabled by Zoom.

Integration with Kore.ai Voicebot

• Admins can integrate Kore.ai voicebots with Zoom Contact Center by setting up the Kore.ai connector app from the Zoom Marketplace. With the Kore.ai voicebot widget in voice flows, calls can be routed to a voicebot before reaching human agents. When calls are transferred from the voicebot, agents gain access to the full conversation history, including transcripts and summaries, ensuring seamless transitions to the agent. The widget supports routing to queues, agents, or wrap-up endpoints, enhancing customer experience and reducing average handling time.

Enhancements to Oauth connection reestablishment

• Admins can reconnect disconnected OAuth connections without losing any configuration settings. When an OAuth connection is disconnected, admins can simply click the Reconnect option to restore the connection with the same CRM instance. Once reconnected, a confirmation message will appear, and admins will be redirected to the channel setup page, with all previously configured channels and settings preserved.

Disable video camera for voice and messaging engagements upgraded to video

• Account owners and admins can control the use of video cameras for agents in voice and messaging engagements upgraded to video. This setting can be enabled or disabled at both the account and queue levels. Admins can also set a default profile picture or avatar to display when an agent's camera is disabled. If the camera is disabled by the admin, agents cannot turn it on during the engagement. This feature must be enabled by Zoom.

Deletion of expired local storage content

• An expiry timer has been added for content stored in local storage for Zoom Contact Center messaging so that content such as campaign IDs, persistent states, and authentication statuses is automatically cleared from local storage when the timer expires. Once expired, the content is marked as invalid and removed the next time the end user visits the website.

AI Generated Answer (KB RAG) - AI Expert Assist

• During live engagements, AI provides agents with a suggested answer based on matching knowledge base articles when customers ask questions. This helps agents quickly address customer questions without having to read lengthy knowledge base articles. As a reference, agents are provided with links to relevant knowledge base articles so that they can dig deeper if needed. Admins have the flexibility to enable or disable this feature at the account and queue levels.

Agent and consumer features

Messaging history visibility after upgrading to voice or video

• Agents can access the messaging history for active and completed engagements that were upgraded from SMS, chat, web chat, in-app, Facebook, or WhatsApp to voice or video. This allows agents to see messages exchanged with the consumer before the upgrade, helping them reference important details. For upgrades from web/in-app chat to video, the chat messages are integrated into the in-video chat, allowing for smooth communication between the agent and consumer during the video engagement. This feature equips agents with the context they need to effectively resolve consumer issues. This is available in CTI version V3 and must be enabled by Zoom.

Enable or disable new message audio notification

• Agents can enable or disable the audio notification for new messages received in Zoom Contact Center engagements. When enabled, users will hear a sound alert whenever they receive a new message from a consumer in an active engagement. This setting is enabled by default but can be turned off based on user preference. Users can access this setting by navigating to Settings, then Audio, and selecting Contact Center message notifications.

Changed feature

Extended queue callback timeout limit

• Account owners and admins can set the maximum timeout for queue callbacks in voice and video queues to up to 3 days, instead of the previous 24-hour limit. This allows consumers to request callbacks during extended closures, or weekends. If an agent is unavailable before the timeout, the callback is removed from the queue, and the consumer receives a cancellation message. Admins can also set the minimum timeout to 1 hour and the default timeout to 1 day.