Discover the new Zoom Contact Center features and enhancements launching December 14, 2024, that make your contact center more efficient, AI-powered, and customer-friendly.
See What’s New in Zoom Contact Center
- Extended Callback Timeout: Customers can now request callbacks for up to 3 days, giving them flexibility during weekends and closures.
- Zoom Virtual Agent + WhatsApp Integration: Deploy AI-powered bots directly into WhatsApp conversations for faster customer support and reduced agent workload.
- Global Variables for Personalization: Automatically personalize customer messages, emails, and prompts with new global variables for text, email, and TTS assets.
- Smart Notes Customization: Set word count, tone, and structure for agent notes to maintain consistency and quality across all engagements.
- Saved Replies for Email Engagements: Agents can use pre-written email templates to save time and provide consistent customer responses.
- Route Calls to Zoom Phone Endpoints: Send Zoom Contact Center calls to Zoom Phone endpoints like call queues and auto receptionists with ease.
Why It Matters: Why These Features Matter for Your Contact Center
- Boost Customer Satisfaction: Extended callback timeouts give customers more control over service requests.
- Increase Efficiency: Smart Notes, AI suggestions, and saved replies help agents respond faster and more accurately.
- Personalize Interactions: Use global variables to customize every customer message, creating a more personal experience.
- Improve Call Handling: Advanced routing and PCI-compliant payment options make every call more secure and efficient.
- Enhance Data Security: Features like local storage expiry and BYOC PCI Pal integration protect customer data.
