Zoom Expands Zoom for Government Platform with Complete CX Suite and New Authorized Capabilities

Published November 4, 2026

Today, Zoom announced a significant expansion of its Zoom for Government (ZfG) platform, bringing more of the Zoom Customer Experience (CX) suite and several newly-authorized capabilities to U.S. federal agencies and government organizations.

The following Zoom CX solutions, alongside the previously authorized Zoom Contact Center, are now all generally available on Zoom for Government:

Zoom Virtual Agent for ZfG: Delivers an AI-powered virtual agent for voice and chat that enables agencies to provide 24/7 self-service support to constituents, resolving complex inquiries autonomously and seamlessly connecting to live agents when human judgment is needed.
Zoom AI Expert Assist for ZfG: Provides real-time AI-powered guidance and knowledge recommendations to live agents during constituent interactions, reducing handle time, improving first-contact resolution, and enabling accurate, consistent responses across government contact centers.
Quality Management for ZfG: Provides AI-driven tools for automatically evaluating agent interactions across voice and digital, surfacing coaching opportunities, tracking performance trends, and enabling consistent, auditable service quality across government contact centers.
Workforce Management for ZfG: Offers forecasting, scheduling, and adherence tools that help government agencies optimize staffing levels and make the right resources available to meet constituent demand.

With these additions, government agencies have access to a comprehensive, FedRAMP-certified customer experience platform within the secure Zoom for Government environment, eliminating the need to assemble separate tools from multiple vendors. For example, a federal agency managing a citizen services help desk can now use Zoom Virtual Agent to handle inquiries around the clock — from routine status checks and form submissions to more complex requests — autonomously resolving cases and connecting constituents to live agents through Zoom Contact Center when human judgment is needed. Meanwhile, Quality Management helps supervisors by reviewing interactions to confirm that organizational compliance standards are being met, and Workforce Management helps ensure that the agency has the right number of agents scheduled during peak call times.

In addition to the Zoom CX suite, Zoom has authorized several new capabilities for the Zoom for Government platform:

Zoom Video Management for ZfG: Enables agencies to securely manage, store, and share video content within a FedRAMP-certified environment. (Coming Soon)
Custom Dictionary for ZfG: Supports agency-specific terminology and acronyms for improved AI transcription accuracy across the ZfG platform.

These additions build on Zoom’s continued momentum in the government sector. Earlier this year, Zoom announced the general availability of Zoom Phone Local Survivability and Zoom Node for Zoom for Government. Zoom Phone Local Survivability is a key differentiator for agencies that require uninterrupted communications: it helps keep Zoom Phone services operational even during network disruptions, providing critical operational continuity for federal offices that cannot afford downtime. Combined with Zoom Node, which enables on-premises processing for organizations with strict data residency requirements, these capabilities further strengthen Zoom’s secure communications platform for government customers.

“Government agencies shouldn’t have to compromise between security and innovation,” said Chris Boyd, Head of US Federal Sales at Zoom. “With these additions, we’re giving government agencies the tools to modernize how they communicate, collaborate, and serve constituents, all within a platform they can trust.”

Read here to learn more about the Zoom for Government platform.