Zoom unites conversations, context, and action to help transform customer experiences
New Zoom CX innovations help businesses deliver more personalized experiences across digital and physical touchpoints and help turn customer conversations into faster resolutions
Customer journeys rarely happen in a single conversation. Questions can move across channels, AI, and live agents, and teams throughout the business before they are resolved. Yet the systems behind those interactions often treat each moment in isolation, leaving businesses to sift through disconnected data just to reconstruct the customer’s history and determine what needs to happen next.
Today at Zoomtopia, the company’s annual customer conference, Zoom announced new CX capabilities designed to keep more customer history intact and put it to work. At the center is Zoom’s new Unified Context Layer, which gives human and AI agents a shared memory of the customer, building context across interactions so businesses can better understand what a customer needs and act on it.
Zoom is pairing that shared context with new ways to engage customers, extending the power of Zoom Virtual Agent to a new kiosk channel and through dynamic new customer profiles. New capabilities also span workflow orchestration enhancements, quality management, workforce management, and CX Insights. The goal is to connect what happens during a customer conversation with the work required to resolve the customer’s need.
“Every interaction a customer has with a business, whether it’s a call, chat, kiosk visit, or conversation with a virtual agent, generates context that should make the next one smarter,” said Chris Morrissey, general manager of Zoom CX. “The real opportunity is connecting that information and putting it to work. Zoom already powers so many of the conversations between businesses and their customers, and we’re turning that intelligence into something people and AI can act on, helping businesses deliver more proactive service, more informed interactions, and faster resolution without putting the burden on the customer.”
“Our customers trust us with their financial lives, and that responsibility shapes how we think about every interaction,” said Christian Wilson, chief operating officer at First Bank. “Zoom CX has helped us bring our teams onto a more connected platform while giving associates the AI tools and information they need to better support our clients. We were up and running in just 100 days, and we’ve continued expanding what our teams can do without losing the personal service our customers expect.”
Give human and AI agents a shared memory of the customer
Zoom’s unified context layer brings together signals from customer engagements, transcripts, CRM data, and live conversations, using AI to identify and surface the information most relevant to each interaction. Rather than requiring agents to piece together customer history across systems, the unified context layer turns raw data into context that Zoom Virtual Agent (ZVA), Zoom Contact Center (ZCC), and Zoom Phone can use to better understand and respond to customer needs.
That context builds with each interaction, whether it happened five minutes or five months ago. ZVA can use it to personalize conversations from the start, while Zoom AI Expert Assist surfaces relevant history when a customer reaches a live agent. The same information can also reach employees using Zoom Phone, helping teams outside the contact center pick up where the previous interaction left off.
New Customer Profiles, part of an expanded Customer Directory, bring CRM data, engagement history, and linked cases into a unified view that updates as customers interact with the business. Available across Zoom Contact Center and Zoom Phone, profiles give employees an up-to-date understanding of the customer without having to reconstruct their history.
That connection already matters for customers such as U.S. Oral Surgery Management (USOSM), which uses ZCC and Zoom Phone to support patient access across its network. Its contact center agents support centralized scheduling for more than 130 practices. Based on USOSM’s internal analysis, the company projects it will save $2.7 million over five years and expects to reduce costs by 50% by the end of 2026.
USOSM also combines UCaaS and CCaaS data to follow patient calls as they transfer from its centralized contact center to individual practices. This helps give the organization visibility into more of the patient journey, rather than losing the thread when an interaction leaves the contact center.
Customers should not have to serve as the system of record for their own experience. Zoom CX is designed to remember what the business has already learned and make that information available when and where it matters.
Expand where customer conversations can happen
The value of that context grows as customer interactions span more channels and expand into physical experiences.
Zoom is extending Zoom Virtual Agent to a new channel — kiosk — bringing AI-powered self-service into physical environments like retail stores, healthcare facilities, and service centers. Customers can resolve many of their needs on the spot without waiting for a person. The virtual agent draws from the same unified context layer and Customer Profile, and is designed to resolve requests end-to-end on its own. And with retail and multi-location management capabilities, a single branded agent scales across the entire footprint while staying accurate to each location.
The experience is multimodal. A shopper could hold a product up to the camera and ask about it — the virtual agent sees what they see. If it cannot resolve the request, it can connect the customer with an employee on the floor, route to Zoom Phone, or escalate to Zoom Contact Center for remote expertise.
Those interactions capture signals that have been invisible until now, product interest, inventory questions, merchandising, and promotional feedback. Bringing the kind of rich intent data that has historically been available only through digital channels to physical locations.
As businesses deploy virtual agents across more surfaces, Zoom is also making it easier to build the virtual agents behind those experiences. With Agent Architect, teams can feed in real call transcripts, and the system automatically generates the virtual agent — identifying intents, extracting response patterns, and building the flow based on how the best conversations actually go.
Keep the work moving until the customer’s needs are resolved
Resolving a customer issue often requires work across multiple systems and teams, long after the initial conversation ends. Zoom is introducing new capabilities to help businesses manage that work without losing momentum.
- New Source Hub gives agents real-time, two-way access to third-party systems directly within the Zoom agent desktop. Agents can view, create, and update records without switching applications, with changes synchronized across Zoom and the connected system. Source Hub will initially support Salesforce, with additional integrations planned. (*Available early 2027.)
- Zoom Customer Workflow Orchestrator automates processes that continue after a customer interaction, using AI to evaluate conditions, make decisions, and determine next steps. Workflows can wait for external events, such as confirmation that a returned product has reached a warehouse, and resume automatically when the relevant signal arrives. (*Available now.)
Zoom is also expanding Customer Workflow Orchestrator with connectors across CRM, IT service management, workforce, productivity, and operational systems, allowing automated workflows to access and update information and take action in the applications businesses already use.
Help CX teams improve every interaction
Contact center leaders need to understand why customers are reaching out, identify emerging issues, and prepare agents to handle them effectively. Zoom is expanding its AI-powered analytics, quality management, and training capabilities to help teams act on what they learn.
- CX Insights transcript intelligence automatically classifies voice, chat, and email transcripts, enabling supervisors to analyze them in natural language. By connecting conversation data with operational metrics such as handle time, queue, agent, and outcome, CX Insights can help answer questions like “What are the top drivers of escalated calls among enterprise accounts this week?” using evidence from actual customer interactions. (*Available November 2026.)
- Zoom is also expanding CX Insights with AI-driven alerts and recommended actions. The platform can identify patterns across operational data, transcripts, and performance signals that individual reports might miss. New capabilities will let supervisors act directly on those findings, including scheduling coaching or escalating an issue. One-click executive briefs make it easier to share findings with leadership. (*Insights available now; additional actions expected in early 2027.)
- Quality Management for third-party cases brings customer work from external systems into Zoom QM for evaluation. Zoom AI can score cases and tickets, detect topics, and analyze sentiment across work involving multiple interactions, agents, and back-office teams, giving supervisors a broader view of service quality beyond calls and chats. (Available now.)
- Quality Management AI Roleplay lets agents practice voice scenarios before handling them with customers. Supervisors can create exercises for onboarding, product launches, or new campaigns and assess performance against criteria such as empathy and policy adherence, helping agents build skills without practicing on live customers. (Available now.)
With these new innovations, Zoom is bringing its broader conversation-to-completion strategy to CX, connecting what businesses learn from customer conversations with the people, AI, and systems that act on that learning. The goal is to preserve customer context across every interaction and keep the work moving until the customer gets what they need. Learn more at Zoomtopia or visit the Zoom blog.
*Availability dates are estimates and subject to change.
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