News
The Gist
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Agentic AI launch. Zoom introduces agentic AI in its CX platform.
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Enhanced supervisor tools. New analytics and quality management offer real-time insights.
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Impact on leaders. Contact center supervisors gain automation, improved efficiency and proactive operations.
Zoom announced significant enhancements to its customer experience platform (ZCX) on June 10, introducing agentic AI capabilities designed to transform customer engagement. The update includes an upgraded Zoom Virtual Agent and new AI tools for analytics and quality management.
According to company officials, the new features aim to help organizations meet growing customer expectations while reducing operational complexity and costs. The announcement comes as businesses increasingly seek AI solutions to improve contact center operations.
Table of Contents
Impacted Audiences for Zoom's CX Platform
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Contact center supervisors and managers
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Customer service agents and representatives
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Enterprise IT decision-makers responsible for customer experience technology
AI Reshaping Contact Center Operations
AI is rapidly reshaping contact centers as businesses race to meet rising customer expectations while reducing operational complexity and costs.
Contact centers represent critical touchpoints in customer relationships, yet poor service experiences cost U.S. companies approximately $1.6 trillion annually through customer churn. According to Gartner, 42% of generative AI initiatives now focus on transforming customer experience, particularly in service sectors. This shift reflects a strategic pivot toward nurturing customer relationships and maximizing retention.
The contact center AI evolution addresses several business challenges: changing customer behaviors, proliferation of omnichannel interactions and increasing call volumes. Industry experts note that AI has evolved from basic rules-based systems to sophisticated data-driven solutions that help agents perform better while improving customer experiences.
Recent investments in contact center AI aim to enhance service speed, accuracy and personalization. Key capabilities include automating workflows to free agents for complex interactions, enabling tailored customer experiences, providing predictive analytics for proactive support and deploying AI-powered chatbots to handle routine tasks efficiently. CMSWire research indicates 73% of CX experts believe AI will significantly transform digital customer experience in the next 2-5 years.
Related Article: Is This the Year of the Artificial Intelligence Call Center?
Zoom CX Platform Capabilities
This table outlines the key AI-powered features in Zoom’s updated customer experience platform.
| Capability | Description |
|---|---|
| Agentic Virtual Agent | Autonomously resolves complex tasks like returns and appointments without human intervention. |
| CX Insights | Intelligence hub that analyzes data and provides actionable recommendations. |
| CX Analytics | Enhanced reporting with customizable dashboards and journey-level insights. |
| AI Scheduling | Manages forecasting and agent shift scheduling based on interaction history. |
| AI Topic Detection | Identifies trending themes in customer interactions for real-time analysis. |
| Auto QM | Scores customer interactions using AI to increase visibility into agent performance. |
| Ask QM | Conversational interface for supervisors to search interaction transcripts. |
Zoom Background
Zoom Video Communications, founded in 2011 in San Jose, Calif., primarily targets business and enterprise users seeking unified communications solutions. Zoom took off during the COVID-19 pandemic, as consumers and businesses alike flocked to the platform for video communications. Zoom's market cap as of June 9, 2025 was $24.28 billion.
Zoom's Product Portfolio
The company offers a suite of cloud-based services including video conferencing, webinars, team chat and VoIP telephony. Its platform is designed to support virtual meetings, online events and hybrid work environments. Zoom asserts that its tools are accessible across devices and integrate with third-party applications. Security and scalability are emphasized for enterprise deployments.
Zoom's Market Presence
Operating in the enterprise communications sector, the company serves organizations of all sizes, from small businesses to multinational enterprises. Its platform became widely adopted during the global shift to remote work.
Customers span industries such as education, healthcare and finance. The company is positioned as a notable provider in the unified communications-as-a-service (UCaaS) market.
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