Update for Zoom Contact Center

New or enhanced feature

Admin features

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.

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 App 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, for seamless transitions to the agent. The widget supports routing to queues, agents, or wrap-up endpoints, enhancing the customer experience and reducing average handling time.

Increased campaign limit

• Account owners and admins can now create up to 100 campaigns in Zoom Contact Center, an increase from the previous limit of 50. This increase supports organizations with multiple business units, different language support, or various proactive messaging campaigns. Both draft and published versions count as one campaign. The higher limit allows more entry points to contact center support channels.

Agent and consumer features

Consumer name display during video engagement

• Agents can now see consumers' actual name instead of the generic Consumer label in the Zoom Contact Center interface during video engagement. The system displays names based on available information, prioritizing the preferred name, then the first and last name combination, first name only, or last name only. These names appear in agent ringing notifications, profile tabs, the active sections of the left navigation, and engagement headers. This update enables agents to deliver more personalized service by clearly identifying the consumers they are assisting.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for January 6, 2025