Update

Update for Zoom Contact Center

New or enhanced feature

Admin features

Proactive messaging for Zoom Contact Center Campaigns

  • A new proactive messaging option in campaigns allows businesses to send messages to website visitors without requiring prior interaction. When a proactive message is sent, visitors see an icon with text bubbles and optional call-to-action buttons, enabling them to open a chat window for further engagement with a bot. This proactive messaging feature is available for Web Chat campaigns that use sticky invitations.

Voicemail distribution based on agent skills and workload

  • Admins can rotationally distribute voicemails to eligible agents, ensuring an even workload distribution. Admins can also auto-assign voicemails based on agent skill match, with or without an associated agent routing profile. When using a routing profile, voicemails are assigned to agents with the highest priority and most relevant skills. For queue members, admins can choose to use the queue's routing profile or a different one.

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.

New default music-on-hold options for voice experience

  • Admins can choose from a variety of new default music-on-hold options provided by Zoom. The Default option has been updated to include these choices. For new accounts, the old default music has been replaced with these new options, allowing admins to better customize the on-hold experience.

General availability for warm conference leg recording

  • Account owners and admins can set the recording policy for warm conference of voice and video engagements to allow recording during warm conference leg. Previously, admins had to submit a request to Zoom to have this feature enabled.

General availability for queue operating hours handling

  • Admins can define queue operating hours and manage overflow handling for voice, video, messaging, and email channels in Zoom Contact Center. Previously, admins had to submit a request to Zoom to have this feature enabled.

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.

Configurable alerts for email queues based on service level and inbound conditions

  • Account owners and admins can enable alerts for their email queues based on service level, inbound overflowed, and inbound declined conditions. They can set warning and critical thresholds for each condition, such as service level below a certain percentage or inbound engagements exceeding a specific number. Admins have control over the alert frequency, delivery time window, and target (email or Zoom Contact Center). This feature allows admins to stay informed about their email queue performance and take proactive measures to maintain optimal service levels.

Closed captioning, transcription, and translation for video engagements on mobile

  • Consumers can enable and view closed captioning, transcription, and translation during a video engagement on a mobile browser. They can select from available languages for closed captioning and choose to turn off captions while viewing the full live transcription of the conversation. This feature is managed through the Preferences page in the Zoom web portal.

AI Generated Answer - 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 email field in Zoom Contact Center Reports

  • Agent-level reports now include the agent's email address in CSV exports. This enhancement helps differentiate agents with identical first and last names, ensuring clearer identification.

Agent and consumer features

Outbound caller ID search for voice calls

  • When initiating manual outbound voice calls, agents can search for the caller ID to use by entering the phone number or associated queue name. The search results are displayed following the existing experience on the client, showing matches and no matches. The caller ID from the selected search result is used for the outbound call.
    Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for December 16, 2024

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.

Enhancements to integrated third-party Zoom Apps pop-out feature

  • Several usability enhancements have been made to the popped-out app window for third-party Zoom Apps integrated with Zoom Contact Center. These include a new default app window size and placement, clearer visual indicators for in-focus and out of focus app windows, the removal of window blurring when out of focus, pop-in/out confirmation dialogs on Windows, and automatically closing popped-out app windows when agents end their work session or log out of the desktop app.
    Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for December 16, 2024

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.
    Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for December 16, 2024

Click-to-call API for outbound calling

  • Agents can initiate outbound calls through a click-to-call API from third-party applications, such as CRM systems. Upon initiating an outbound call using click-to-call API, based on admin settings, the call can be automatically initiated or agents are prompted with a preview display to confirm before proceeding. Call parameters including the external number, caller ID, and queue name are determined by the API inputs. This process mirrors the experience of manually dialing from the Zoom Contact Center client, with the added benefit of displaying the contact name if the number matches an entry in the contact list. 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 December 16, 2024. For Zoom Web app users, a page refresh is required after deployment.

Click to call with caller ID support

  • The zoomcontactcentercall URI scheme can be used to implement secure hyperlinks within a CRM, specifying a phone number destination, and caller ID. Agents can click on the hyperlink to initiate an outgoing call with the specified details, and the call is placed automatically without requiring additional actions in the desktop app. This feature enables a smooth transition from Zoom Phone to Zoom Contact Center with minimal changes to existing applications.
    Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for December 16, 2024

Reply options for email engagements

  • Agents can easily manage CC email addresses in customer email engagements. When a customer email includes CC addresses, a Reply All option ensures these are automatically included. If the latest customer reply doesn't have CC addresses, they won't appear in the reply. For single-recipient emails, agents can use Reply and manually add CC or BCC addresses if needed.
    Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for December 16, 2024

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.

Resolved issues

  • Resolved an issue where emails from customers with CC addresses did not retain those addresses in the auto-reply generated by the Send Media widget. This update ensures that CC addresses are included in the auto-reply, so agents’ responses will also include them.
Version: Varies with device/platform Link
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