Zoom has released a host of updates across Meetings, Chat, Rooms, Events, Phone and Contact Center. Standout updates include new Avatars available in Meetings and Webinars, while the recently launched Contact Center also sees some upgrades. We’ve rounded up the best of the news here.
Zoom Meetings
The standout new feature in Zoom Meetings is the introduction of Avatars, which let users swap out their appearance for virtual animals that can mimic head movement and expression.
Elsewhere, a move to make the sharing of content easier means that hosts can now stream meetings and webinars directly to Twitch, without needing to manually configure a stream. Account owners and administrators can enable this feature. A final update to meetings focuses on audio. Hosts can now share computer audio in breakout rooms, further enhancing the experience for participants.
Zoom Contact Center
In Zoom Contact Center, supervisors can now view details of outbound calls made by agents from their assigned queues in the engagement log. Supervisors also have the ability to listen in, ‘whisper’ to an agent, enter a call or take over a call. “Cultivating greater engagement is critical to providing an exceptional customer experience,” Kristin Bosch, Product Manager at Zoom, said. Zoom has also improved the ability for account owners and admins to search for skills in the contact centre. Users can now:
- Sort skill categories by display name and modified date
- Filter skill categories by type (text or proficiency-based skills)
- Add descriptions to skill categories
- View additional columns in the skill category list including assigned routing profile and associated skills
- Search for a specific category or skill using the search bar
Zoom Chat
Asynchronous communication has come to prominence over the past 18 months, as workers battle with the symptoms of video conferencing fatigue. To help combat this, Zoom has now added a video messaging feature into Zoom chat. This lets users record videos in non-meeting settings and send them to colleagues who can then view them outside of a live meeting environment. Chat has also been enhanced to deliver a more customisable experience to users. Chats and channels can now be customised in the left sidebar and put into up to 200 folders. Chats and channels within these folders can also be organised.
