Zoom Expands Its Contact Center's Agent-Assist, Translation, and SMS Features

The latest version of Zoom Contact Center has been released, including 30 new features and improvements.Many of these are significant announcements as Zoom builds a platform worthy of the rapid growth of its CCaaS. Examples include upgrades to email transcription management, new visibility into agent queues, and improvements to the platform’s native video SDK.

However, there are many more compelling features to the CCaaS platform, or as Iqbal Javaid, head of CX solutions engineering for Zoom’s EMEA region, puts it, “jaw-dropping” new additions. Beginners will have the next best action, which can give the agent a personalized real advice through the interaction process using the AI partner of the platform.System administrators can strengthen this feature with configured rules for AI experts in additional settings to cause real time changes based on the customer's intention and other variables.

In addition, the AI partner can now actively share the relevant knowledge base articles to speed up the dialogue to the client's client.These innovations help to simplify the agency's experience, and this is important because the Zoom's goal is to use its reputation for software that is easy to use in the world of complex connecting center. New translation and messaging featuresAnother useful new agent feature included in this release is automatic message translation to support multiple languages.

Think of it as a two-way language filter for your digital pipeline, allowing customers and agents to receive and respond to customer messages in the language of their choice. Such applications are essential to support vulnerable clients, such as refugees, who are new to the country. Thus, they can receive appropriate instructions in their native language. Nonetheless, it is also ideal for global companies who want to create the following contact center as effectively as possible and attract agents from around the world.The Zoom offer here is similar to those that its colleagues offer fast, such as Five9. But the next frontier for this technology is instant speech translation.Currently, such apps are only close to real-time, resulting in an unnatural voice experience. However, with recent advances in multimodal LLM, Zoom and its industry rivals may soon make seamless voice translation possible.

Meanwhile, Zoom now supports SMS numbers for the UK and Ireland. As a result, businesses can use SMS-enabled mobile phone numbers in any country through Zoom's contact center.While this may seem like another brick-in-the-wall message, Zoom followed up with SMS activity tracking to engage the entire channel