Update for Zoom Contact Center

New or enhanced feature

Admin features

New version of Contact Center Analytics & Reports

• A new version of Contact Center Analytics & Reports is now available, offering improved historical and real-time reporting capabilities. It features a redesigned portal with separate interfaces for legacy and new reports, accessible through both the Zoom web portal and Zoom desktop app. The new reporting experience introduces enhanced Queue Performance, Engagement Reports, and real-time Queue List widgets for the client experience.

Voice call and voicemail recording playback logging

• Account owners and admins can track when users play or listen to voice call and voicemail recordings in the Contact Center operational log report. The system captures essential details including timestamp, operator name, recording UUID, and engagement ID when recordings are accessed through the web portal, desktop client, or API endpoints. This feature enables better security and compliance tracking by providing a complete audit trail of recording playback activities.

Support for scripts retrieval in CTI connector

• Account owners and admins can create and organize scripts for customer interactions using the Next Best Actions system. Admins can add instructions and steps, group scripts by scenario, and assign them to certain customer situations. Agents using the CTI connector can find these scripts automatically with AI or look them up manually during conversations. This helps ensure consistent and efficient customer service across all channels.

Support for Salesforce CSV import/export in CTI connector

• Account owners and admins can import and export Salesforce address book records using CSV files. The import functionality supports both creating new records and updating existing ones through a bulk upload process. For existing contacts, the CSV must include the ID and External ID fields to prevent duplicates. The export function allows admins to download all address book records into a CSV file with a single click. This streamlines the management of large contact databases and enables efficient bulk updates to address book records. This feature must be enabled by Zoom.

Support for queue template

• Account owners and admins can create, modify, and apply queue configuration templates in Zoom Contact Center. Templates can be built from scratch or based on existing queue settings and applied to one or multiple queues at once. Admins can override specific settings while preserving others and use bulk editing for efficiency. This simplifies queue setup and updates, saving time and effort. This feature must be enabled by Zoom.

Options for emails awaiting reply to be returned to queue based on agent status

• Account owners and admins can configure how email engagements are handled when agents become unavailable or offline. The system allows emails to remain assigned to the original agent even when they are not ready or offline. Admins can enable settings to determine if emails awaiting for reply should return to queue when agents are in Not Ready status or when they are offline. This feature helps maintain continuity in customer-agent relationships by preventing reassignment of ongoing email conversations.

General availability for 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. Previously, admins had to submit a request to Zoom to have this feature enabled.

General availability for selecting Zoom Phone user number as outbound caller ID

• Admins can now select a Zoom Phone user (E.164) number as the outbound caller ID when making calls from voice campaigns. This option is available for US and Canada native virtual and toll-free Zoom Phone numbers only. Admins are informed that using a Zoom Phone number as the caller ID is restricted to these regions. Previously, admins had to submit a request to Zoom to have this feature enabled.

General availability for 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. Previously, admins had to submit a request to Zoom to have this feature enabled.

Extended maximum wait duration for messaging engagements

• Admins can now extend the maximum wait duration for incoming messaging engagements from 4 days to 7 days. This change helps businesses accommodate scenarios such as company holidays, where agents may not be available to respond within the previous 4-day limit. In the messaging queue settings, admins can configure the maximum wait duration using a new dropdown that supports values in days, hours, minutes, or seconds. The default value remains 24 hours, and existing queues will retain their current settings.

Enhancements to real-time dashboard features

• Account owners and admins can leverage an enhanced real-time dashboard with more flexible widget management. The new reporting system allows users to create both default and custom dashboards, duplicate existing layouts, and explore widget data for deeper insights. Data visibility is controlled by user roles and permissions, and users can easily adjust time zones and reporting periods at the dashboard level. Global filters can also be applied across widgets to refine the information displayed. These enhancements help businesses better track and analyze their contact center performance in real time. This feature must be enabled by Zoom.

Enhancements to proactive chat messaging

• Account owners and admins can configure proactive messages in campaigns without requiring text bubbles. When setting up proactive messages, admins have the flexibility to create messages that contain only call-to-action buttons. The default state maintains text bubbles as enabled, but admins can disable them to focus user attention specifically on the call-to-action buttons.

Account-level display image for agent avatars

• Account owners and admins can set a single display image as the avatar for all agents and supervisors during messaging engagements. This setting is available in Contact Center Management under Preferences, then Consumer Experience, and Display Image. When enabled, it overrides individual profile pictures and appears in both active and closed messaging sessions. This applies only to messaging channels and simplifies management by removing the need to upload avatars for each agent. This feature must be enabled by Zoom.

Ability to remove specific campaign components

• Account owners and admins can remove specific campaign components including invitations, campaign locations, and web chat engagement windows. To prevent disruption, the system blocks deletion of components that are in use by published or draft campaigns and displays appropriate error messages. This enhancement makes it easier to manage and organize campaigns by allowing unused components to be safely removed.

Ability to enable automatic video live transcription for agents

• Account owners and admins can enable or disable automatic video live transcription displayed to the agent from account preferences. When enabled, video transcription starts automatically for all Zoom Contact Center calls without requiring agent intervention. Agents can still initiate ad hoc transcription when automatic transcription is disabled. This feature ensures consistent transcription capture across all video calls while reducing agent workload.

Agent and consumer features

Support for next best actions in CTI connector

• Agents using the CTI connector can receive real-time, AI-driven recommendations based on customer interactions during voice and messaging conversations. Admins can set up custom conditions and define specific actions that trigger when these conditions are met. The system prioritizes recommendations based on relevance and timing, with newer suggestions appearing ahead of older ones. Agents can execute recommended actions with a single click and provide feedback to improve future recommendations. This feature helps inexperienced agents deliver optimal customer service and improve first-call resolution rates.

Support for knowledge retrieval in CTI connector

• When AI Expert Assist finds helpful info during a customer conversation, it automatically shows agents matching knowledge base articles and search results. Agents using CTI connector can pin important information so it does not get replaced, and duplicates are removed. An icon lets agents know when matches are available, making it easy to find support info without interrupting the conversation.

Search capabilities for email engagements in open engagements

• Agents and supervisors can search for open email engagements using contact name, email address, and keywords in subject. Agents and Supervisors can access this feature in their open and overview engagements tabs if given permission. This feature improves agent efficiency by eliminating the need to request email lookups from supervisors or IT administrators.

General availability for 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. Previously, admins had to submit a request to Zoom to have this feature enabled.

Enhancements to Salesforce pop-out feature

• Agents can pop out the CTI connector from the Salesforce utility bar into a separate window. This feature works during all types of engagements except video, where agents can only pop out before or after the video engagement. The popped-out window can be moved across multiple monitors and interacted with alongside the main CRM window. Admins can enable this capability through a toggle button in the General settings under the Integrations tab. This enhancement improves agent efficiency by providing more flexibility in managing screen space during customer interactions.

Enhancements to engagement cherry-picking for messaging and email channels

• Agents can flexibly self-assign email and messaging engagements in Zoom Contact Center. The enhanced self-assignment feature allows users to cherry-pick engagements regardless of their queue opt-in status, agent status, or channel capacity. Agents can view and assign engagements to themselves by clicking the Assign to Me button in the engagement preview modal. Toast messages confirm assignments, and Assigned by details appear in ring notifications, giving agents greater control over workload management.