Zoom Contact Centre and Zoom Virtual Agent - March 2025 Release Notes

March 2025 brings a bumper release of new features for Zoom Contact Centre (ZCC) and Zoom Virtual Agent (ZVA), providing users with more robust integrations, enhanced automation, and improved customer engagement capabilities.

Here’s what’s new and how these updates benefit organisations leveraging Zoom's CX solutions.

ZCC/MS Teams Integration

What’s New:

• Bi-directional on-net calling

• Microsoft Teams Presence and Directory Sync

• Currently a flagged feature (must be enabled by Zoom)

Use Cases & Benefits: For organisations operating in a Microsoft ecosystem, this update strengthens the integration between ZCC and Teams, allowing for seamless internal collaboration and a streamlined communication workflow. Agents and employees can now manage calls and availability status in real time, reducing call handling times and improving customer experience. This is particularly useful for service desks and internal support teams who rely on Teams for collaboration.

Team Chat as a Contact Channel for ZCC

What’s New:

• Zoom Team Chat (ZTC) can now be used as a digital messaging channel within ZCC

• Supports AI Expert Assist

Use Cases & Benefits: By enabling internal teams to use Zoom Team Chat as a contact channel, organisations can improve efficiency in cross-departmental communications. For IT service desks and HR teams, this allows employees to raise and track requests in a more streamlined manner. AI Expert Assist further enhances the experience by surfacing relevant knowledge base articles or automated responses to common enquiries, reducing the workload for human agents.

ZVA for Team Chat and Facebook Messenger Flows

What’s New:

• ZVA bots can now be deployed in Facebook Messenger Flows and Zoom Team Chat

• Expands ZVA capabilities beyond web chat

Use Cases & Benefits: Organisations looking to scale their customer support across multiple digital platforms will find this feature invaluable. Businesses using Facebook Messenger as a customer engagement channel can now deploy AI-driven chatbots to handle queries instantly. Similarly, internal HR or IT teams can automate routine responses in Zoom Team Chat, improving response times and reducing manual effort.

Outbound Campaign Management Enhancements

What’s New:

• Improved admin panel navigation

• Logs for campaign actions (creation/updates/deletes)

• Enhanced campaign retry logic

Use Cases & Benefits: For sales and marketing teams running outbound campaigns, the improved management interface simplifies campaign execution and tracking. The new retry logic ensures better customer outreach, leading to higher response rates and more successful conversions. Organisations using outbound dialling for customer engagement or follow-ups will benefit from greater flexibility in campaign control.

Configurable Callback Retries

What’s New:

• Admins can configure up to 10 retry attempts over 3 days

• Must be enabled by Zoom

Use Cases & Benefits: Missed calls are a common issue in contact centres. This new feature significantly increases the chances of connecting with customers who couldn’t answer the first time, improving engagement rates and reducing manual re-dialling efforts for agents. Financial services, healthcare providers, retailers, and customer support teams can particularly benefit from this feature, ensuring important follow-ups are not missed.

Outbound Campaigns Contact List Sync (Salesforce)

What’s New:

• Direct CRM integration for outbound campaigns (starting with Salesforce)

• Must be enabled by Zoom

Use Cases & Benefits: This integration removes the need for API-based third-party contact list generation, simplifying outbound campaign setup. Sales and support teams using Salesforce can seamlessly sync contacts and launch campaigns more efficiently. Future expansions to other CRM platforms will further enhance usability.

Multi-Language Support for Video Campaigns

What’s New:

• Default language settings and detection methods for video campaigns

Use Cases & Benefits: For businesses operating in multilingual regions, this feature ensures that video campaigns can reach diverse audiences in their preferred language. This improves engagement and comprehension, particularly for global organisations with a varied customer base.

Smart Notes Templates for Specific Queues

What’s New:

• Customisable templates for AI smart notes

• Supports predefined formats and mandatory data fields

Use Cases & Benefits: By standardising note-taking, organisations can improve documentation accuracy and efficiency. Customer support teams can ensure that critical details such as account numbers or transaction details are consistently captured, reducing errors and miscommunication between agents.

ZCC Webchat Persistence

What’s New:

• Site-wide web chat session persistence

• Maintains conversation history even if the user navigates away

Use Cases & Benefits: A common frustration with web chats is losing the conversation when navigating away from the page. With this enhancement, users can seamlessly return to their chat, reducing the likelihood of abandoned sessions. This is particularly useful for e-commerce and support websites where users may need to browse for information while interacting with an agent.

Simultaneous Distribution for Messaging & Email Channels

What’s New:

• Inbound engagements can now “ring” all available queue agents at once

Use Cases & Benefits: Previously, digital engagements followed a “Most Available” routing logic, but simultaneous distribution ensures that high-priority messages receive immediate attention. This is ideal for customer support teams handling time-sensitive enquiries or escalations.

PII Redaction for Email Transcripts

What’s New:

• Enhanced personal data (PII) redaction now available for email transcripts

Use Cases & Benefits: With data privacy regulations tightening, this feature helps organisations stay compliant by ensuring that sensitive personal information is automatically redacted in email conversations. This is particularly beneficial for industries like healthcare, finance, and legal services, where data security is paramount.

CTI Connector Enhancements

What’s New:

• Voicemail status management (new, read, assigned, follow-up)

• Access to voicemail recordings

• Full consumer history tracking within CTI

Use Cases & Benefits: These enhancements streamline customer interaction history, making it easier for agents to track and follow up on previous engagements. The ability to manage voicemail statuses directly within the CTI ensures better workflow efficiency, particularly for customer service and sales teams handling large volumes of inquiries.

Final Thoughts

This month’s ZCC and ZVA updates bring significant improvements that enhance communication, efficiency, and customer engagement. Whether it’s through deeper integrations, better automation, or improved agent tools, these features provide tangible benefits that will drive better outcomes for organisations.

Stay tuned for future updates as Zoom continues to expand its contact centre and CX capabilities!