Zoom Updates: A summary of New Features & Timelines
here’s a breakdown of the new features Zoom announced, categorized for clarity, along with their expected release timelines:
1. Zoom Virtual Agent (ZVA) Enhancements:
* Industry-Specific Functions (Healthcare): Templates,medical dictionaries,EHR integrations for patient intake,scheduling,verification,adn follow-ups. - January 2026
* Custom Voice: Ability to upload a voice sample for a branded ZVA experience. - November 2025
* Automated Quality Management (AQM): Supervisors can review, score, and monitor ZVA conversations for compliance.- January 2026
* Supervisor Dashboard: Real-time oversight of both live and virtual agent interactions (preview, listen, takeover). – January 2026
* Amazon Connect Integration: improved resolution of complex calls, seamless handoffs with context. - September 2025
2. Contact Centre Insights & Tools:
* CX Insights: Natural language querying for trends, AI-driven suggestions, collaborative analysis.- December 2025
* Agentic AI Expert Assist: Context-sensitive recommendations for agents to improve accuracy and speed. – Early Next Year (2026)
* Skills-Based Configurations: Simplified deployment and scalability for supervisors. – Early Next Year (2026)
* Engagement Docs: Interaction records including images, video, and AI-generated summaries/queries. – January 2026
* Live Translation (voice & Video): Real-time translation for agents and customers. – January 2026
3. Revenue Tools (Sales teams):
* Zoom Revenue Accelerator: Agentic AI for automated pipeline generation, lead research, and personalized outreach. - January 2026
* Agentic Prospecting Skill: Part of Revenue Accelerator, builds on Zoom Auto Dialer. – January 2026
4. Event & Webinar Upgrades:
* Ask AI Companion Attendee Panel: AI-generated session summaries for late attendees. – Now Available
* Production Studio in the Cloud: Cloud-based solution for broadcast-quality events, improving reliability and efficiency. – Now Available
Overall Goal: Zoom is heavily investing in AI to enhance its platform across customer service, sales, and event management, focusing on automation, personalization, and improved insights.