Update Zoom Contact Center

New or enhanced feature

Admin features

Zoom Team Chat integration with Zoom Contact Center

• Account owners and admins can integrate Zoom Team Chat (ZTC) as a messaging channel in Zoom Contact Center (ZCC) , enabling employees to interact with IT helpdesk agents directly from their Zoom desktop app. Admins can create ZTC flows with configurable widgets, such as Send Media, Route to, Collect Input, and Quick Reply options. Agents and supervisors can manage conversations, access chat history, send media, transfer chats, set outcomes, and monitor sessions. ZTC supports AI Expert Assist features, including information retrieval, knowledge base access, next best actions, recommended dispositions, smart notes, and real-time language translation. The integration also enables surveys for completed engagements and allows supervisors to monitor and barge into conversations, ensuring an efficient support experience within the company's Zoom environment.

Zoom Phone integration with Zoom Contact Center variables

• Zoom Contact Center (ZCC) now supports new global system variables for Zoom Phone (ZP) users, allowing administrators to access ZP user details such as extension numbers, direct inward dialing (DID), and usernames. This enables enhanced caller identification for internal helpdesk and VIP customer routing. These variables can be leveraged in ZCC flows to display caller information upon call acceptance, prioritize high-value customers by retrieving information from CRM platforms like ServiceNow, Salesforce, and Zendesk for screen pops and customer context enrichment.

Zoom Contact Center integration with Microsoft Teams

• Account owners and admins can integrate Zoom Contact Center (ZCC) with Microsoft Teams to enhance communication between platforms. This integration supports bi-directional calling between ZCC and Microsoft Teams, enabling agents to make outbound calls, transfer engagements, and initiate conference calls with Teams users as well as Teams users call into ZCC flow. Admins can also configure the ZCC flow to automatically route calls to Microsoft Teams. Key call details, such as caller ID, agent name, and queue information, are seamlessly shared across platforms. Additionally, this integration supports Microsoft Teams Presence and Directory sync to ZCC, allowing ZCC agents to view Teams users' availability before initiating, transferring, or inviting them to an engagement. Admins with Integration Management permission can enable this feature in the admin web portal. 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 March 17, 2025

Voice biometric verification

• Account owners and admins can integrate Nuance Gatekeeper for voice biometric authentication and AI-powered fraud prevention. During enrollment, consumers provide a voice sample to create a unique voiceprint. Agents can verify consumer identity with a single click through a standalone web console, where authentication results are displayed in real-time. The system supports voice biometrics for inbound, outbound, and transferred voice engagements. This enhanced security measure helps prevent unauthorized access while improving the customer experience. This feature must be enabled by Zoom.

Third-party contact list sync for outbound dialer campaigns

• Account owners and admins can integrate third-party systems to manage contact lists for outbound dialer campaigns. They can select Customer Relationship Management (CRM) objects, set filter criteria, and configure sync intervals from 30 minutes to 24 hours. The system maps CRM (Salesforce) fields to address book fields and tracks failed sync records for troubleshooting. This integration streamlines contact management and enhances outbound calling efficiency. This feature must be enabled by Zoom.

Support for non-English languages and multi-languages in video campaigns

• Account owners and admins can configure language settings for video campaigns in Zoom Contact Center. The update includes options for selecting a single non-English language or enabling multi-language support that automatically detects a consumer's preferred language through browser settings or HTML attributes. Admins can set default languages and detection methods for video campaigns, similar to chat campaigns. For multi-language campaigns with sticky invitations, invitation text can be updated using assets from the asset library. This enhancement ensures consumers experience video campaign content in their preferred language during interactions like waiting room experiences.

Smart note templates for queue-specific documentation

• Account owners and admins can create customizable templates for generating smart notes in Zoom Contact Center. The templates allow admins to define specific formats, variables, and required information for different queues, ensuring consistency across customer interactions. Admins can set to let AI capture desired information such as account numbers, transaction details, and escalation requirements in the template structure. This standardization helps organizations maintain uniform documentation while meeting their specific business requirements.

Site-wide web campaign chat persistence setting for Zoom Contact Center

• Admins can manage a site-wide persistence setting under Preferences in the admin web portal. When site-wide persistence is enabled, a user's web chat and conversation history will remain open even after navigating to a new page with the Zoom campaign SDK installed, regardless of location exclusions. If site-wide persistence is disabled, the chat window will not appear if the user moves to an excluded page. This setting allows businesses to control whether the chat experience stays open as users navigate the website.

Simultaneous distribution type for messaging and email queue

• Account owners and admins can select Simultaneous as a distribution type for messaging and email queues. When selected, all available agents in the queue receive an incoming ring notification at the same time, allowing any agent to accept the engagement. The auto-answer feature is automatically disabled with this distribution method. Once an agent accepts the engagement, the notification disappears for others. This enhancement provides more flexibility in how incoming engagements are distributed to agents.

Personal Data Redaction for email transcripts

• Zoom Contact Center is enhancing its data privacy capabilities by introducing Personal Data Redaction for email transcripts. This new feature enables businesses to automatically remove sensitive consumer information from email interactions, helping them stay compliant with privacy laws such as GDPR, HIPAA, and the Privacy Act. Admins can configure redaction timing to fit operational needs while ensuring that ongoing interactions remain unaffected. With this expansion of our existing redaction capabilities, organizations can further safeguard customer data and maintain trust while streamlining compliance efforts.

Personal Data Redaction for email transcripts

• Zoom Contact Center is enhancing its data privacy capabilities by introducing Personal Data Redaction for email transcripts. This new feature enables businesses to automatically remove sensitive consumer information from email interactions, helping them stay compliant with privacy laws such as GDPR, HIPAA, and the Privacy Act. Admins can configure redaction timing to fit operational needs while ensuring that ongoing interactions remain unaffected. With this expansion of our existing redaction capabilities, organizations can further safeguard customer data and maintain trust while streamlining compliance efforts.

Intent-based routing for voice engagements

• Account owners and admins can enable AI-assisted routing to direct consumer engagements based on intents detected in voice flows. Admins can create multiple intents with training phrases, assign them to agents, and set routing priorities in agent routing profiles. The system matches engagements to the most suitable agents based on detected intents, optimizing agent-consumer matching to enhance customer satisfaction and reduce handling times. This feature must be enabled by Zoom.

Enhancements

• Account owners and admins can grant permissions that allow users to exempt specific recordings from the retention policy. Users with the appropriate permissions can flag recordings to prevent automatic deletion after the retention period expires. By default, this permission is enabled for admin and supervisor roles but disabled for agents. Flagged recordings retain full functionality, including playback, downloading, and manual deletion, while being protected from automatic removal. This feature helps organizations preserve important recordings for legal, training, or other business needs.

Enhancements to Outbound page in Campaign Management

• The Outbound page in Campaign Management has been reorganized with improved navigation and settings. The interface supports progressive and preview dialer modes while allowing for future expansions. The system logs all campaign actions, including creation, updates, and deletions, for better tracking. Admins can also customize retry intervals between attempts for greater flexibility. These simplify the workflow for setting up and maintaining outbound campaigns while providing better visibility into campaign changes.

Enhancements to customer engagement survey report

• Account owners and admins can access survey results from messaging channels and video engagements alongside existing voice survey data in the Customer Engagement Survey Report. This report includes survey responses from web chat, SMS, WhatsApp, Facebook Messenger, and video channels. Users can filter results by channel type and analyze detailed metrics using the same charts and graphs available for voice surveys. These enhanced reporting capabilities provide organizations with a more comprehensive view of customer satisfaction across all communication channels.

Dual-Tone Multi-Frequency (DTMF) tones support for conference calls

• Account owners and admins can enable or disable the Conference DTMF option for multi-party conference calls. When this setting is enabled, users can interact with automated systems, input access codes, or perform other functions using Dual-Tone Multi-Frequency (DTMF) tones without disrupting the call. When an agent presses numbers on their dial pad, the tones are transmitted to all participants, including third-party Interactive Voice Response (IVR) systems.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for March 17, 2025

Contact

• Admins can deploy Zoom Virtual Agent bots within Zoom Team Chat flows using a new bot widget. This enhancement enables businesses to automate internal support, streamline employee inquiries, and reduce manual workload. The virtual agent can recognize queries, provide knowledge base responses, and guide users through automated workflows. Employees can interact using quick reply buttons or key presses for an efficient self-service experience.

Deploy Zoom Virtual Agent bots within Zoom Contact Center Facebook channel flow

• Admins can deploy Zoom Virtual Agent bots within Zoom Contact Center Facebook Messenger flows using a new bot widget. This enhancement allows businesses to automate responses and reduce agent workload while still providing a seamless customer experience. The system converts web chat interface elements into text-based menu options, enabling users to interact via number key selections.

Configurable retry attempts for voice queue callback

• Admins can enable automatic retry attempts for voice queue callbacks when consumers do not answer. They can configure the interval between retries, with up to 10 retry attempts per phone number, and set a maximum retry duration of up to 3 days. Each attempt is logged with details such as time, phone number, and reason. Agents can track retries in the engagement panel, helping improve contact success rates. This feature must be enabled by Zoom.

Callback handling from shared phone numbers

• Account owners and admins can enable the ability to receive multiple voice queue callbacks from the same phone number. This helps prevent accidental cancellations when multiple individuals share a phone number and ensures each caller receives their requested callback. When this feature is enabled by Zoom, callers will not be prompted to cancel pending callbacks. The system allows up to 30 callbacks per phone number. This feature must be enabled by Zoom.

Automatic voice transcription display settings

• Account owners and admins can turn automatic voice live transcription on or off at the account level. When enabled, transcription begins automatically for all calls without requiring agent action, and consumers hear a customizable prompt in their preferred language. If disabled, agents still have the option to initiate ad hoc transcription as needed. These settings apply regardless of agent license packages, helping organizations maintain standardized transcription practices and comprehensive call records.

Automatic interaction creation for Salesforce Financial Cloud setting

• Account owners and admins can configure automatic interaction creation for Salesforce Financial Cloud through a new setting in the Zoom admin portal. The setting includes options for automatic interaction creation and interaction attendee creation, both deselected by default. Agents can view and manage call log information captured in interaction records, which are created at the start of customer engagements and updated upon completion. The feature enables comprehensive tracking of voice, video, SMS, and chat interactions within Salesforce Financial Cloud, improving customer engagement documentation and agent workflow efficiency.

Mask consumer meeting controls for Zoom Contact Center agents during remote control

• Account owners and admins can set permissions to restrict agents from accessing consumer meeting controls during remote control sessions. While agents have remote control of the consumer's screen, the control bar remains hidden. Consumers can access it by pressing any key or clicking anywhere on the screen. These settings apply at the account level and for video queues. This enhancement improves security by preventing agents from adjusting consumer audio and video settings.

Agent and consumer features

Voicemail status management and tracking

• Agents using the CTI connector can track voicemail statuses through visual indicators that show whether a message is new, read, assigned, or requires follow-up action. The system automatically refreshes to reflect real-time status changes across all access members. Agents can filter voicemails by status and assignee, and reassign voicemails when needed. The enhanced status management helps prevent duplicate work and ensures important customer inquiries are properly handled.

Voicemail recording access through CRM integration

• Agent can access voicemail recordings directly from their Customer Relationship Management (CRM) interface through the Zoom Contact Center CTI connector. A single URL in the CRM record leads to a landing page where users can play back or download voicemail recordings. The landing page uses CTI connector credentials to verify user permissions before granting access to recordings. Users can also view the status of voicemail recordings, including if they are processing, failed, or completed. This improvement streamlines access to voicemail recordings for quality assurance and historical engagement review.

Video kiosk orientation support for portrait devices

• Users accessing Zoom Contact Center video kiosks on portrait-oriented devices, such as Neat Frame, can now view agent video in full-screen portrait mode. The video display automatically adjusts to optimize screen space, eliminating unused areas above and below the video feed. This enhancement applies to Zoom Room native kiosks and Zoom Room NEAT kiosk devices used for video engagements in portrait orientation, improving agent visibility and overall screen utilization for a better engagement experience. 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 March 17, 2025

New message audio notifications in Zoom Contact Center within the Zoom Web App

• Agents and supervisors can manage audio notifications through a new setting in the Zoom Contact Center settings within the Zoom Web App. This setting applies to all messaging channels, including SMS, web chat, in-app chat, Facebook Messenger, and WhatsApp. When enabled, agents receive an audio alert for new messages, except during active voice or video calls or when Do Not Disturb is on. This feature enhances agent awareness of incoming messages, allowing them to multitask efficiently across different engagements and applications.

Consumer history tracking

• Agents using the CTI connector can access consumer engagement history across voice, SMS, chat, and video when enabled by admins. History is linked via phone numbers for voice/SMS and email addresses for chat/video. Agents can view details like start time, duration, key events, assigned agent, queue, and wrap-up status. If CRM records exist, history links to the consumer's CRM ID. Conversation summaries, sentiment scores, and survey results provide context, enabling more personalized service.

Cobrowse support for web chat engagements

• The Cobrowse feature now supports web chat engagements, enabling agents to assist customers more efficiently while maintaining privacy. When customers need help with website forms or navigation, agents can request permission to view only the specific webpage where the issue occurs. This enhancement allows for more precise, real-time support while protecting sensitive information through built-in privacy safeguards. 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 March 17, 2025

Catalan language support for Zoom Contact Center

• Zoom Contact Center now supports Catalan (ca-ES) language across various features, enhancing accessibility for Catalan-speaking users across voice, video, messaging, and email channels. Key enhancements include Catalan support for queues, flows, preferences, assets, waiting rooms, system prompts, recordings, and surveys. 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 March 17, 2025