Latest news with #ZoomContactCenter
Mid East Info
2 days ago
- Business
- Mid East Info
Zoom Reimagines Customer Experience With Agentic AI - Middle East Business News and Information
Zoom CX solutions deliver smarter self-service and AI-first tools for customers and contact center supervisors Dubai, United Arab Emirates. June 2025: Today, Zoom announced a major advancement for its customer experience platform (ZCX), launching agentic AI capabilities with next-gen contact center solutions — including an upgraded agentic Zoom Virtual Agent — that will reinvent how businesses engage with customers. In addition, Zoom is rolling out new AI tools for real-time analytics and Quality Management (QM) designed to help organizations meet growing customer expectations while reducing operational complexity and cost. 'Agentic AI is unlocking advanced intelligent self-service capabilities, and Zoom CX customers can now harness this technology,' said Smita Hashim, chief product officer at Zoom. 'Through our agentic Virtual Agent and effortless AI agent creation with Zoom AI Studio, we aim to empower businesses with AI that proactively takes action on behalf of customers, making it simpler than ever for businesses to deploy scalable, high-quality support solutions.' Reimagining self-service with agentic AI: Zoom Virtual Agent The next evolution of Zoom Virtual Agent now embeds agentic AI at its core, allowing it to move beyond answering simple customer questions to deliver real resolutions. It combines natural, fluid, and highly scalable automation with proactive reasoning to autonomously solve complex, end-to-end customer scenarios. Now available across both chat and voice channels, the upgraded Zoom Virtual Agent is built to meet the rising demand for self-service that's fast, accurate, and seamless across channels. With 85% of customer service leaders planning to explore or pilot customer-facing conversational generative AI solutions in 2025, the urgency to adopt intelligent automation has never been greater. Built natively within the broader Zoom ecosystem, Zoom Virtual Agent integrates effortlessly with Zoom Contact Center to enable smooth, context-rich handoffs between virtual and live agents. Zoom Virtual Agent now delivers: Autonomous resolution of complex end-to-end tasks, such as processing returns, updating account details, or booking appointments, without the need for human intervention. Advanced reasoning and memory, allowing the Virtual Agent to understand context across interactions, recall recent conversations, and deliver accurate, personalized support, without starting from scratch. Context-aware, brand-aligned conversations, adapting tone and language to match a brand's voice while delivering natural, engaging interactions. Uses agentic AI to adjust and determine flow based on customer requests. Effortless deployment through AI Studio, allowing teams to quickly build and launch specialized virtual agents, accelerating time to value and keeping pace with evolving business and customer demands. The latest evolution of Zoom Virtual Agent is now available, launching with seamless integration with Zoom Contact Center, Genesys Cloud, and multiple CRMs like Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics. Turning insight into action with AI-first supervisor tools: Zoom's new analytics and quality management updates give CX leaders the visibility and speed they need to drive meaningful improvements across their contact center operations, enabling simplified workdays for supervisors, expedited contact center agent upskilling, and, ultimately, increased customer satisfaction CX Analytics, now available, delivers the next generation of Zoom Contact Center reporting with enhanced data visualization, customizable dashboards, and journey-level insights across both Zoom Phone and Zoom Contact Center. Designed to align with widely accepted industry benchmarks, CX Analytics helps teams assess operational efficiency, agent engagement, and service quality across the Zoom Contact Center platform. Contact center supervisors can tailor visualizations to match their business needs, dive deeper into multi-channel trends, and use real-time or historical views to identify patterns over time. CX Insights, a new intelligence hub for the Zoom CX suite, uses generative AI to automatically analyze data, uncover hidden trends, and surface actionable insights. Contact center leaders and agents will receive AI-powered recommendations in real time to help improve agent performance, customer satisfaction, and operational efficiency. CX Insights is planned to be available later this year. AI Scheduling, now available, leverages AI to manage the entire forecasting and scheduling process. First, AI creates a forecast (short or long-term) based on customer interaction history. Then, AI Scheduling automatically creates shifts and assigns agents to those shifts based on preferences like preferred start times. This helps save WFM managers' time by reducing setup and configuration time and automating shift adjustments. AI Topic Detection, now available in Zoom Quality Management, automatically identifies trending themes in customer interactions so supervisors can isolate and analyze issues in real time. Traditional topic detection requires supervisors to preemptively identify topics and map keywords and phrases to them. AI Topic Detection intelligently associates natural language with trending themes, eliminating configuration work and allowing for organic topic discovery. These trends can then be taken back to the organization to address common customer issues to get ahead of future pain points. Advanced Quality Management, now available with Zoom Contact Center Elite licenses or as an add-on at $60 per seat, includes: Auto QM — Uses generative AI to automatically score up to 100% of customer interactions. It replaces manual sampling and removes bias while increasing visibility into agent performance, providing supervisors with a clear readout of where agents can improve to offer more upskilling of talent. Ask QM — A conversational interface that lets supervisors search transcripts by asking questions like, 'What caused low sentiment on this interaction?' or 'What did my agent do well on this call?' This allows supervisors to spend less time identifying potential issues and more time enhancing contact center operations. These tools shift contact center operations from reactive to proactive, enabling faster feedback loops, data-driven coaching, and ongoing process improvement.
Time of India
2 days ago
- Business
- Time of India
Zoom adopts collaborative AI approach for intelligent user experiences, says India head
NEW DELHI: Zoom Communications has adopted a collaborative AI approach to deliver flexible and intelligent experiences to its customers, according to a senior company executive. 'We have adopted a unique federated AI approach. Zoom AI Companion leverages our proprietary LLMs alongside trusted industry models like those from OpenAI and Anthropic. What sets us apart is the openness — customers can even bring their own AI models, within certain technical boundaries. With our new custom AI feature, we now enable orchestration across multiple AI agents, addressing diverse needs with agility and scale,' Sameer Raje , general manager & head (India & SAARC Region), Zoom Communications, told ETTelecom in an interview. 'AI is going to simplify our lives and probably not going to take away our jobs or take away the creativity of the human element. But it's going to — at least in the near future or in the interim — make our lives much better and simpler,' he said. The company on Wednesday announced the launch of Zoom Contact Center in India, an AI-first, omnichannel contact center-as-a-service solution (CCaaS) optimised for video. The contact center will support various channels, including voice, video, virtual agents, social media, email and messaging apps. AI is transforming the future of customer engagement and Zoom Contact Center is at the forefront of that shift. 'With intelligent self-service, predictive analytics and auto-summarisation, AI is driving greater efficiency, enhancing agent productivity and elevating customer satisfaction. Customers move effortlessly across channels without needing to repeat themselves, thanks to complete interaction visibility for agents,' Raje said. According to him, this results in a unified, intelligent workflow that delivers a holistic experience, seamlessly connecting people, processes, and data beyond the traditional contact center to empower agents and drive collaboration across the organisation. Zoom's bring your own carrier (BYOC) capabilities will allow businesses to retain their existing public switched telephone network (PSTN) service provider while routing voice traffic through the Zoom contact center cloud. The company also announced expansion of Zoom Phone service to four major metro telecom circles in India — Mumbai, Delhi NCR, Karnataka (Bengaluru) and Andhra Pradesh & Telangana (Hyderabad), after securing necessary license from the Department of Telecommunications (DoT). This service is already available in the Maharashtra and Tamil Nadu (Chennai) circles. The US-listed cloud communication solutions provide plans to bring Zoom Phone to additional telecom circles across India, accelerating its commitment to make AI-first modern telephony available to more organisations.
Indian Express
3 days ago
- Business
- Indian Express
Zoom expands cloud-based phone service in India, debuts AI-powered Contact Center
Video conferencing giant Zoom is expanding its cloud-based enterprise telephony service in India. The company announced on Wednesday, June 11, that Zoom Phone will now be available in four additional licenced service areas across the country, including Mumbai, Bengaluru, Hyderabad, Andhra Pradesh, and the Delhi-NCR region (Delhi, Ghaziabad, Faridabad, Noida, and Gurugram). Zoom Phone was already approved by the Department of Telecommunications (DoT) to operate in Maharashtra and Tamil Nadu. After Wednesday's announcement, the service is now available in a total of six telecom circles in India. It not only strengthens Zoom's foothold in India but also signals a broader shift in how enterprise communication is evolving towards cloud-based telephony solutions offered by a growing class of unified communications as a service (UCaaS) providers. Paid users of Zoom have access to Zoom Phone as an add-on. The company further said it has plans to bring Zoom Phone to additional areas in the future. It is offering clients Zoom Phone as a full-stack solution with an omnichannel contact center platform and Zoom AI Companion for post-call summaries, voicemail task extraction, and voicemail prioritisation. Customers located in regions where Zoom Phone is not yet available might still be able to access the service by visiting the company's self-service web portal and acquiring native phone numbers based on specific telecom circles, such as Karnataka, Delhi-NCR, and Mumbai, as per the company. In addition to expanding access to Zoom Phone, the company has introduced a new offering called Contact Center. It is a product that enables customers to reach out to Zoom's enterprise clients through a wide range of channels, including voice, video, virtual agents, social media, email, and messaging apps. 'Zoom Contact Center utilizes the Zoom data centers in India to handle its services, supporting customer expectations and compliance requirements, particularly in sectors such as government, healthcare, and financial services,' the company said. For a more unified experience, the company allows its enterprise clients to integrate Contact Center and Zoom Phone. This would enable a customer care agent to transfer, forward, and record calls within the same environment. The agent would also have access via Contact Center to Zoom Phone user details such as extensions, Direct Inward Dialing (DID) numbers, and usernames in order to identify inbound calls and route them accordingly. In a statement, Sameer Raje, general manager and head of India & SAARC region at Zoom, said, 'Zoom Phone and Zoom Contact Center are purpose-built to work seamlessly together to empower organizations to deliver unified communications and superior customer and employee engagement. With this launch, we are excited to help businesses streamline collaboration, support flexible workforces, and enhance employee and customer experiences.' 'This expansion also reflects the growing traction Zoom Phone is receiving, especially from multinational companies, as businesses in India move away from legacy PBX systems toward more flexible, AI-first collaboration solutions that enhance employee productivity,' said Velchamy Sankarlingam, president of Product and Engineering, Zoom.
Yahoo
3 days ago
- Business
- Yahoo
Zoom completes rollout of Zoom Phone in six telecom circles, with plans for further expansion in India
Licensed by the Department of Telecommunications (DoT) India, Zoom Phone brings AI-first modern telephony to Mumbai, Delhi NCR, Karnataka (Bengaluru), and Andhra Pradesh & Telangana (Hyderabad) telecom circles in addition to Maharashtra and Tamil Nadu (Chennai) SAN JOSE, Calif., June 11, 2025 (GLOBE NEWSWIRE) -- Zoom Communications, Inc. (NASDAQ: ZM) today announced the further expansion of its industry-leading Zoom Phone service to four major metro telecom circles in India — Mumbai, Delhi NCR, Karnataka (Bengaluru), and Andhra Pradesh & Telangana (Hyderabad). The Delhi NCR Telecom Circle includes the Union Territory of Delhi, Ghaziabad, Faridabad, NOIDA, and Gurgaon. Licensed by the Department of Telecommunications (DoT) India, Zoom Phone is now available in six telecom circles in India, including Maharashtra (October 2024) and Tamil Nadu (Chennai) Telecom Circles (February 2025), thereby covering key business and technology hubs in the country. Zoom also plans to bring Zoom Phone to additional telecom circles across India, accelerating its commitment to make AI-first modern telephony available to more organizations across key states in India. 'Zoom Phone addresses the growing demand for cloud telephony by offering simplicity and modern functionality for distributed workforces. India is an important market for us, and our expansion plans beyond the six key telecom circles demonstrate our commitment to providing customers with a unified work platform. This expansion also reflects the growing traction Zoom Phone is receiving, especially from multinational companies, as businesses in India move away from legacy PBX systems toward more flexible, AI-first collaboration solutions that enhance employee productivity,' said Velchamy Sankarlingam, president of Product and Engineering, Zoom. Zoom Phone offers businesses simplicity and modern functionality, empowering dynamic workstyles and hybrid teams. Available as an add-on for existing paid Zoom customers, it supports inbound and outbound calling through the Public Switched Telephone Network (PSTN), enabling enterprises to replace legacy private branch exchange (PBX) systems and consolidate communication needs onto a single AI-first platform in Zoom Workplace. Zoom Phone also integrates seamlessly with Zoom Contact Center to offer a unified experience with features like call transfer, call forwarding, and call recording accessible within the Zoom Contact Center environment. Zoom Contact Center can access Zoom Phone user details like extensions, Direct Inward Dialing (DID) numbers, and usernames, enabling caller identification and routing. In addition to services in the six active telecom circles, Zoom Phone enables businesses to maintain seamless collaboration across India, even in regions where Zoom Phone service is not yet available. Through Zoom's self-service web portal, customers can acquire native phone numbers based on specific telecom circles, such as Karnataka, Delhi NCR, and Mumbai, enabling them to establish a local presence in those regions. These native numbers operate over the PSTN, allowing customers to place outbound calls and receive inbound calls nationwide, regardless of their physical location. This allows organizations to maintain continuity and flexibility in their collaboration strategy, even in telecom circles where Zoom Phone is not directly available. Enhanced by Zoom AI Companion, which is included at no additional cost with eligible Zoom paid accounts, Zoom Phone offers powerful AI features to boost productivity. These include post-call summaries so users can focus on conversations instead of taking notes, voicemail task extraction to easily identify next steps, and voicemail prioritization to better manage time and attention. Zoom Phone also integrates seamlessly with Zoom Workplace, leading business applications, and hardware providers, offering robust security, scalability, and an intuitive user interface. 'We are thrilled that Zoom Phone is now available in six of India's most prominent business and technology hubs. Each of these cities is home to thriving ecosystems of local enterprises and multinational corporations that will benefit from Zoom Phone's flexibility and seamless integration into their existing workflows. Bringing Zoom Phone to additional telecom circles is a natural next step in our commitment to empower more organizations with access to reliable, modern AI-first telephony,' said Sameer Raje, general manager and head of India & SAARC region at Zoom. 'Zoom Phone and Zoom Contact Center are purpose-built to work seamlessly together to empower organizations to deliver unified communications and superior customer and employee engagement. With this launch, we are excited to help businesses streamline collaboration, support flexible workforces, and enhance employee and customer experiences.' To learn more about Zoom Phone, please visit the Zoom Phone page. About ZoomZoom's mission is to provide an AI-first work platform for human connection. Reimagine teamwork with Zoom Workplace — Zoom's open collaboration platform with AI Companion that empowers teams to be more productive. Together with Zoom Workplace, Zoom's Business Services for sales, marketing, and customer experience teams, including Zoom Contact Center, strengthen customer relationships throughout the customer lifecycle. Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California. Get more information at Zoom Press ContactHayley Yap APAC Communications Leadpress@ in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Yahoo
18-03-2025
- Business
- Yahoo
Sandbox Banking Partners with Zoom to Integrate Critical Banking Systems
The new integration application empowers financial institutions to access core banking data, streamline account holder interactions, and enhance service delivery directly within Zoom's Contact Center WILMINGTON, N.C., March 18, 2025 (GLOBE NEWSWIRE) -- Sandbox Banking, an nCino (NASDAQ: NCNO) company, today announced that Glyue® has been introduced in the Zoom App Marketplace, a powerful collaboration with Zoom that transforms the Zoom Contact Center into a comprehensive solution for banks and credit unions. Selected by Zoom for its expertise in fintech integrations, Sandbox Banking has developed the Glyue® for Zoom app to effortlessly link Zoom's communication tools with back-office systems, automate workflows, and provide deeper insights into customer or member interactions. Glyue® for Zoom is an integration application that enables unified data flow between Zoom's video, chat, and telephony tools and financial institutions' core systems, enhancing operational efficiency and delivering more personalized customer or member experiences. Research highlights the impact of CRM functionality, with a study by Capterra reporting a 47% increase in account holder satisfaction and retention, a 45% boost in sales revenue, and a 39% improvement in cross-selling success among CRM users. Key features of the Glyue® app include: Enhanced AI Capabilities: By integrating broader account holder data into Zoom's AI tools, banks and credit unions can deliver more accurate and tailored customer or member interactions. Ernst & Young reports that AI-powered automation such as that offered by Glyue® can streamline processes like loan approvals, fraud detection, and account holder service, driving cost savings and operational efficiency. Global Telephony Customization: The app integrates regional systems with Zoom's telephony capabilities, helping with seamless connectivity and adaptability to local market needs while supporting customers in meeting applicable requirements. Advanced Analytics: Zoom's metrics are linked with powerful analytics tools, enabling financial institutions to gain deeper insights into account holder behavior and operational performance. The Glyue® for Zoom app addresses a critical need for financial institutions to deliver faster, more personalized service while simplifying operations. AI-driven account holder engagement tools, like those enabled by Glyue®, not only improve satisfaction but also build trust by anticipating customer or member needs. 'We're thrilled to partner with Zoom to integrate key banking systems into its customer engagement platform,' said Kelsey Saia, VP of Partnerships at Sandbox Banking. 'With Glyue® for Zoom, banks and credit unions can securely access real-time financial data within Zoom Contact Center. By connecting core banking, loan origination, deposit account opening and CRM systems, agents gain a 360° view of account holders, enabling faster issue resolution, seamless transactions, and personalized support. This partnership enhances customer or member experiences, improves operational efficiency, and reinforces our commitment to innovation in financial services.' Kentis Gopalla, Head of CX Product & Ecosystem at Zoom, shared, 'We partnered with Sandbox Banking because of their deep understanding of financial institutions' challenges and their innovative approach to integrations. The Glyue® app empowers banks and credit unions to leverage Zoom's communication platform in ways that enhance both efficiency and account holder experience.' The Glyue® app is now available in the Zoom App Marketplace for all Zoom Contact Center users. Banks and credit unions looking to deliver a seamless, AI-powered customer or member experience are encouraged to explore this transformative solution. About Sandbox BankingSandbox Banking, an nCino Company, is a digital transformation leader, empowering banks and credit unions with Glyue®, a cutting-edge Integration Platform as a Service (iPaaS) created exclusively for financial institutions. Glyue® seamlessly connects 14+ of the most popular core banking platforms with over 50 industry-leading solutions in lending, deposits, CCaaS, CRM, document management, KYC/AML, underwriting, mobile banking, and analytics. Trusted by over 100 North American financial institutions ranging from $500M to $200B+ in assets, Sandbox Banking helps unlock new revenue streams through powerful, flexible integrations. Sanbox Banking was acquired by nCino in 2025. To learn more, visit For media inquiries, please contact:Michele YurcichDirector of MarketingSandbox Banking, an nCino About nCino nCino (NASDAQ: NCNO) is powering a new era in financial services. The Company was founded to help financial institutions digitize and reengineer business processes to boost efficiencies and create better banking experiences. With over 1,800 customers worldwide - including community banks, credit unions, independent mortgage banks, and the largest financial entities globally - nCino has developed a trusted platform of best-in-class, intelligent solutions. By integrating artificial intelligence and actionable insights into its platform, nCino is helping financial institutions consolidate legacy systems to enhance strategic decision-making, improve risk management, and elevate customer satisfaction by cohesively bringing together people, AI and data. For more information, visit Safe Harbor StatementThis press release contains forward-looking statements within the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. Forward-looking statements generally include actions, events, results, strategies and expectations and are often identifiable by use of the words 'believes,' 'expects,' 'intends,' 'anticipates,' 'plans,' 'seeks,' 'estimates,' 'projects,' 'may,' 'will,' 'could,' 'might,' or 'continues' or similar expressions. Any forward-looking statements contained in this press release are based upon nCino's historical performance and its current plans, estimates, and expectations, and are not a representation that such plans, estimates, or expectations will be achieved. These forward-looking statements represent nCino's expectations as of the date of this press release. Subsequent events may cause these expectations to change and, except as may be required by law, nCino does not undertake any obligation to update or revise these forward-looking statements. These forward-looking statements are subject to known and unknown risks and uncertainties that may cause actual results to differ materially including, among others, risks and uncertainties relating to the market adoption of our solution and privacy and data security matters. Additional risks and uncertainties that could affect nCino's business and financial results are included in reports filed by nCino with the U.S. Securities and Exchange Commission (available on our web site at or the SEC's web site at Further information on potential risks that could affect actual results will be included in other filings nCino makes with the SEC from time to time.
