New and enhanced features
- Admin features
- Customer Managed Key (CMK) support
Account owners and admins can enable or disable CMK encryption and define the types of Zoom Contact Center data that is encrypted using the CMK. The following data types are supported:
- video or voice recordings/transcripts
- messaging transcripts
- voicemails and voicemail transcripts
- New customization options for web chat quick reply button colors
Account owners and admins have more options to customize the color of quick reply buttons in web chat. Admins can choose from an expanded palette of colors to find the ideal shades that fit their brand. Consumers will see the updated, customized colors for quick reply buttons in web chat engagements. - Personal data redaction
Account owners and admins can enable a feature to automatically redact consumers’ personal data from recordings and transcripts from voice, video, and messaging engagements that are in English. If enabled, Zoom Contact Center will analyze recordings and transcripts, then identify Personal Data Entities and replace it with generic placeholder text. Redacted data can’t be viewed by anyone.
IMPORTANT : Due to predictive nature of machine learning algorithm that is used in this feature, Zoom Contact Center cannot guarantee 100% accuracy when detecting personal data. Users of this feature are responsible for ensuring the accuracy of the redaction results. - Localization for video transcripts
Video recording transcripts are now supported in multiple languages, meaning recording are correctly transcribed in the specified engagement language. For example, if the consumer selected Spanish and had a video engagement with an agent in Spanish, then the recording of the engagement will be also be correctly transcribed in Spanish. - Configure contactable hours for outbound dialers
Account owners and admins can configure contactable hours and closures for outbound voice campaigns. Admins can specify the business hours during which the system should dial contacts, such as weekdays from 9 AM to 5 PM. They can also specify closures like weekends and holidays when dialing should pause, and set the timezone for the selected hours. These new settings give admins more control over when the outbound dialer runs campaigns based on their specific business needs. - Always-running campaign for outbound dialer
Account owners and admins can create always-running outbound campaigns for the voice channel. The always-running option is useful when the contact list is dynamically updated from another source. The outbound campaign will continue running even if there are no contacts in the contact list. The campaign will not end when it runs out of contact records, but instead it sits idle waiting for more contact records to be added, and then it restarts dialing. Admins can also configure contact sorting rules. This enables brands to support continuous outbound campaigns based on changing contact lists from their marketing workflows or other sources. - Saved Replies
Saved Replies allow agents to respond faster to common questions by inserting pre-written responses into their messaging engagements (SMS, web chat, in-app chat, Facebook). Agents can quickly insert replies using shortcuts or the reply assistant. Admins can create saved replies and organized them by categories for easy access. They can also assign specific saved replies to queues to enable agents to provide consistent, high-quality support. Saved replies can be configured for several different languages (using agent assets in the agent asset library).
- Agent and consumer features
- Toggle callers during warm transfers
During a warm voice call transfers, agents and supervisors can easily alternate between the original caller and the transfer recipient before completing the warm transfer. This provides a seamless way to get information from either party during the warm transfer process. - Enhanced outbound call error notification
The notification message for unanswered or unconnected outbound calls provide more context about why the call did not complete based on the SIP response code received. Agents see the enhanced notification in the language they have set in their Zoom desktop client. Previously, a generic English message was displayed. - Remote Control for Zoom Contact Center
Zoom Contact Center agents can use the remote control app through the Zoom Web App to remotely control an end user's computer. This enables agents to see the end user's screen while also doing remote control actions at the same time. Consumers will be required to install an app and grant the agent permission to start the remote control session, which will be available on the Zoom Download page.
Resolved issues
Note: The Display consumer name (web and in-app chat) feature has been pulled from release due to issues with deployment and will be available in another upcoming release.