Add-Ons

The following sections provide overviews of Zoom Contact Center’s add-ons, including Zoom Workforce Management, Zoom Quality Management, AI Expert Assist, and Zoom Virtual Agent.

Zoom Workforce Management

Zoom Workforce Management is a transformative, AI-powered add-on for Zoom Contact Center, designed for both supervisors and agents. With Zoom Workforce Management, supervisors have access to tools that forecast future contact volumes across multiple channels, create dynamic or fixed schedules, assist with intraday agent management, and facilitate shift swaps. Alternatively, agents have access to published schedules that include their assigned channels and responsibilities, and can easily request shift swaps, time off, and schedule changes. In other words, Zoom Workforce Management is an enhancement that helps you schedule and run the day-to-day operations of your contact center.

Zoom Workforce Management also predicts agent workloads and provides a real-time adherence dashboard, enabling supervisors to track schedule compliance effortlessly.

Key features available with Zoom Workforce Management include:

For a robust description of Zoom Workforce Management and its features, see the Zoom Workforce Management Explainer.

Zoom Workforce Management supports forecasting for all Zoom Contact Center channels

Zoom Workforce Management currently supports forecasting for the voice, video, messaging (SMS, social media, etc.), and email contact channels.

Zoom Workforce Management is available globally from Zoom’s U.S. cluster and locally within Zoom’s European-specific cluster

Zoom Workforce Management is globally available to all customers hosted on Zoom’s United States-based cluster. Zoom Workforce Management is also available locally within Europe for customers hosted on Zoom’s European-based cluster. If you are not sure which cluster is applicable to your account, speak to your account team for more information.

Zoom Quality Management

Zoom Quality Management is a contact center add-on specifically designed to enhance operational and agent performance, and improve consumer satisfaction. Zoom Quality Management accomplishes this through various AI-powered tools and features that monitor and analyze consumer interactions, evaluate agent performance, offer actionable insights, and proactively identify areas for improvement.

Key features available with Zoom Quality Management include:

For a robust description of Zoom Quality Management and its features, see the Zoom Quality Management Explainer.

Zoom Quality Management is powered through transcription analysis

At its core, Zoom Quality Management uses artificial intelligence (AI) algorithms to analyze transcripts of contact center engagements and provide insights that contact center teams can use to provide better consumer experiences.

Zoom Quality Management includes speech analytics at no additional cost

While some quality management solutions charge extra for speech analytics, Zoom Quality Management includes these features at no additional cost for Zoom Contact Center customers with a paid Zoom Quality Management license.

Zoom Quality Management currently supports the voice and video contact channels

Zoom Quality Management currently supports functionality with the voice and video contact channels. Zoom Quality Management plans to expand support for additional channels in future releases.

Zoom AI Expert Assist

Zoom AI Expert Assist is a Zoom Contact Center add-on that equips agents with additional AI-powered tools—outside of Zoom AI Companion—to efficiently resolve consumers’ issues in real time across all communication channels.

Key features currently available with AI Expert Assist include:

• Information Retrieval: Based on the conversation transcript and identified consumer concerns, agents may be prompted to access consumer information—such as order numbers or account details—directly within the Zoom Workplace app, provided your Zoom Contact Center is integrated with a third-party system.

• Knowledge Base (KB) Retrieval: If a consumer’s complaint matches information within an integrated knowledge base, agents will automatically receive relevant articles that may be helpful in resolving the consumer’s concern.

• Next Best Actions: Depending on the issue, agents may receive real-time recommendations on next steps during consumer interactions. For example, if a consumer would like a refund, the agent may be suggested information on beginning the refund process.

• Recommended dispositions: Based on the conversation’s transcript, Zoom AI Expert Assist can automatically select a disposition for the agent based on the engagement context, speeding up after-call work, with the ability to review and edit the suggestion selection before saving.

• Smart Notes: Agents can auto-generate a concise and accurate summary of their interaction with the consumer, eliminating the need to manually take notes.

• Real-time language translation: Automatically translate incoming messages to an agents' preferred language and outgoing messages to the consumer’s preferred language, with support for up to 18 languages.

Zoom Virtual Agent

Zoom Virtual Agent is an AI-powered, conversational chatbot that engages with your consumers, partners, and employees through your website or app. With conversational, intelligent dialogue, Zoom Virtual Agent can automate processes that drive self-service resolution and reduce agent-assisted points of contact.

Key features currently available with Zoom Virtual Agent include:

For a robust description of Zoom Virtual Agent and its features, see the Zoom Virtual Agent Explainer.

Zoom Virtual Agent uses a combination of natural language processing and machine learning techniques to understand and resolve issues

Zoom Virtual Agent's native artificial intelligence capabilities—namely, natural language processing (NLP) and machine learning (ML) techniques—enable it to communicate with users in the plain language they expect to use in everyday conversations.

Zoom Virtual Agent offers dynamic knowledge and conversational skills, and can hand off complex requests to a live agent if necessary

When integrated with a customer relationship management (CRM) system and a knowledge base, Zoom Virtual Agent can provide precise and tailored responses to user inquiries, and dynamically adjust its conversation flow to cater to the unique needs of each end user. In situations where it can't resolve an issue, Zoom Virtual Agent is equipped to smoothly transfer the engagement to a support channel or agent for further assistance.

Zoom Virtual Agent supports multiple chatbots to handle requests from different audiences like consumers partners, or employees

Zoom Virtual Agent offers support for multiple chatbots, each tailored to cater to specific audiences and stakeholders. These individual chatbots can be designed with their own distinct Flows, allowing them to effectively manage conversations initiated by their respective target groups.

For example, one chatbot can be designed to support external consumers with issues related to technical support, refunds, or exchanges, etc. Additionally, a second chatbot can support internal employees, automating common requests typically handled by an IT Helpdesk or HR partner.

Chatbots can offer personalized conversation flows based on identified user information

Chatbots can offer personalized conversation flows based on identified user information to provide an enhanced user experience.

For example, if an authenticated user’s account is marked as VIP, the chatbot can route them to customer support faster, bypassing alternative flows or procedures non-VIP users must follow.

Zoom Virtual Agent is an account-wide add-on and doesn't require a license for individual users

Unlike other Zoom Contact Center add-ons, Zoom Virtual Agent is an account-wide license for the service and doesn't require that any licenses be assigned to agents.

Zoom Virtual Agent is available globally from Zoom’s U.S. cluster and locally within Zoom’s European-specific cluster

Zoom Virtual Agent is globally available to all Zoom customers hosted on Zoom’s United States-based cluster. Zoom Virtual Agent is also available locally within Europe for customers hosted on Zoom’s European-based cluster. If you are not sure which cluster is applicable to your account, speak to your account team for more information.