Zoom Contact Centre Introduces New Updates

Zoom has rolled out a series of updates to its contact centre, building on announcements from Zoomtopia.

These enhancements are designed to improve user experience and streamline communication for agents and consumers alike.

Cobrowse voice call and recording

One key announcement is the introduction of CoBrowse for voice calls, allowing agents to assist consumers by viewing their web activity without screen sharing.

The session, initiated by a code from the consumer, can be ended at any time to protect privacy. Agents can annotate the site but are restricted from submitting forms or accessing sensitive data. Admins have access to session logs and recording settings, providing transparency for training and audits.

Outbound Whatsapp messaging

Another notable update is outbound WhatsApp messaging, which enables agents to initiate engagements using WhatsApp Business numbers, expanding global communication reach.

Multi-language support for surveys

Zoom has also introduced multi-language survey support, allowing admins to create surveys in multiple languages across voice, video, and messaging channels.

Additional Quality of Life Features

Additional updates include enhanced Estimated Wait Time (EWT) and Position in Queue (PIQ) prompts, giving admins more control over the consumer’s waiting experience, and queue operating hours management, enabling admins to set overflow options for when queues are unavailable, with support for multiple languages.

Collectively, these updates aim to enhance customer support, improve privacy, and streamline operations within Zoom’s contact centre.

Reviewed by: Xander Freeman