Zoom CX Updates & Release Notes

Use AI Companion to take notes in meetings not just Zoom. My notes works across third-party meeting platforms like Google Meet, Microsoft Teams, and WebEx, and if enabled, the transcript can be used to enrich the notes you jot down during the session.

Agents used to hunt for context mid-call. Now the customer’s history, an AI-generated summary, and suggested next steps are all visible when they pick up—no jumping between screens.

When a Zoom virtual agent call transfers to a Zoom Phone agent, the call summary and selected variables are passed along automatically.

Connect your Gmail and Outlook accounts to AI Companion 3.0 on the web to use your emails as context for questions and summaries.

Allow customers to record a short voice message explaining their issue when they request a callback.

Equip government frontline workers with push-to-talk, video calling, and secure messaging on their mobile devices.

Interact with a new central hub on the web that integrates Zoom Docs, meeting insights, and web search into a single workspace.

The refreshed, simplified UI makes it easier for users to navigate, switch between tabs, and maintain control of the layout.

Admins can build and deploy

Custom agents

that connect directly to third-party tools (like Jira or Box) using the Model Context Protocol (MCP), simplifying the complexity of manual, cross-app workflows.

You can now easily adjust parameters like stability, speed, and style for your voice agent, giving you more control to refine the voice to match your brand preferences thoughtfully.

Zoom Revenue Accelerator automatically analyzes closed deals to generate a more complete deal win/loss story

(summary, key learnings, customer quotes) directly from sales conversations, reducing the manual effort of post-game analysis.

• Handle inbound and outbound voice and video calls with full controls directly from your mobile device.

• Support teams can stay responsive after hours or on the move without being stuck at a physical desk.

• Schedule coaching sessions directly from the Quality Management screen using new integration with Zoom Workforce Management.

• Supervisors don't have to hunt for a free spot on the calendar. AI automatically finds the best time to coach agents while keeping the team staffed.

• Connect to over 40 new native integrations including Workday, Monday.com, and Google Docs directly from the marketplace.

• Setting up your help center is no longer a major IT project. You get secure, native access to the tools your team already uses every day.

• Build your own tailored KPIs for real-time and historical performance tracking without needing a third-party tool.

• Instead of manually calculating numbers in a separate spreadsheet, you can track exactly what matters to your business right inside Zoom.