Zoom CX Release Notes

Messaging channels

• Add Line and Telegram as messaging channels in Zoom Contact Center. Admins can configure flows, route messages into existing queues, and agents can send and receive messages and images—all within the same interface they already use.
• Now you can meet your customers where they already are—without juggling separate tools.

Release notes

• A redesigned agent experience for voice interactions in Zoom Contact Center. The updated layout puts real-time AI suggestions, customer history, and engagement summaries front and center—right where agents need them during a live call.
• Agents used to hunt for context mid-call. Now the customer’s history, AI-generated summary, and suggested next steps are all visible the moment they pick up—no jumping between screens.

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• Platform admins can now control which sections of user settings are visible and editable for other admins—including queues, skills, intents, channel settings, and policies. Controls apply across both user profiles and templates.

• Large enterprises need to delegate admin tasks without overexposing sensitive settings. Now you hand off exactly the right level of access—nothing more, nothing less.

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• When an agent initiates or receives a call or chat from a saved contact, a customer profile panel automatically appears—showing historical interactions, engagement summaries, and open context.
• No more asking “Can you remind me what we discussed last time?” The agent already has it—right there on screen, the second the call connects.

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

• "Can you repeat the problem?" is a bad way to start a support call. Agents listen to the context first and greet the customer with a solution.

• Add up to eight additional participants—like internal experts or family members—to a single SMS support thread.
• Sometimes solving a problem takes a village. Bring in the right subject matter expert immediately without playing telephone across different channels.

• Send, receive, and manage customer emails directly within the Salesforce CTI connector.

• Agents shouldn't have to leave their primary workspace just to send an email. Keep all interactions centralized so nothing slips through the cracks.

• See exactly how many agents are ready or busy in a specific queue before you transfer a customer.
• Blind transfers frustrate everyone. Now you know if you're sending a customer to help or to hold.

• View schedules, submit time-off requests, and check agent boards directly within the Zoom Workplace app.
• Managing your shift shouldn’t require a separate login. Agents get everything they need in the app they use to do their job.

• Create coaching modules directly from scorecard data to help agents improve on specific skills.

• Feedback without action is just noise. Turn evaluation insights into structured coaching to help your agents actually get better.