Zoom Updates June 2024
Zoom Workplace App Updates
- Zoom app ability to update while application is not running (Windows) - To provide a more seamless meeting experience, reducing disruptions and missed call minutes caused by forced updates before joining a meeting, the Zoom desktop app for Windows (.exe package) can push version upgrades while the app is not running for users with auto updates enabled.
- Support keyboard shortcuts for in-meeting reactions (Meeting/Webinar - Windows, macOS) - Users that rely on accessibility features currently face challenges accessing in-meeting reactions due to the extensive tabbing required. To address this, new keyboard shortcuts will be introduced to enable quicker and more efficient submission of reactions, facilitating timely and appropriate participation in call-and-response or voting activities. This improvement aims to provide a seamless experience for accessibility users, allowing them to give instant feedback without delays. Please see the release notes for a list of keyboard shortcuts in this release.
- Support for Zoom Clips (Linux, Android, iOS) - In addition to Windows and macOS, Zoom Clips will be available for Linux, Android, and iOS. Zoom Clips offers a convenient solution for capturing both personal video and screen activities, allowing users to effortlessly share their recordings with others. This feature is particularly valuable when demonstrating product features or showcasing various functionalities. Users can conveniently access their Clips through their client or web portal, and receive notifications about views, comments, and replies related to their Clips. The feature can be enabled or disabled at the account, group, or user level and is available for public beta during this release.
Zoom Web Updates
- Customer Managed Key fallback capabilities for enhanced data security - Account owners and admins can enable the Automatic fallback to Zoom's key settings from the Web portal to address data loss concerns when the key broker service is unavailable. This enhancement allows Zoom services to utilize a Zoom-provided fallback key if the customer's key cannot be accessed, ensuring recordings can still be securely stored. Administrators will be notified based on new rules in the "Fallback Status" notification module, and new customers will have the fallback feature enabled by default, with warnings provided if they choose to disable it due to potential data loss risks. Additionally, cloud meeting recordings will default to local recording if a key cannot be obtained, offering a robust fallback solution.
Zoom Team Chat Updates
- Introducing Global Search ( Zoom desktop client and mobile app version 6.0.10 - Windows, macOS) - Global Search is an innovative feature designed to streamline information retrieval across all Zoom Workplace apps. By offering comprehensive search functionality, users can effortlessly locate data from meetings, chats, whiteboards, SMS, notes, and more, enhancing productivity and efficiency. This feature is enabled by default, and currently available for desktop clients on macOS and Windows.
Zoom Phone Updates
- Enhanced call logs and reporting for Zoom Phone and Zoom Contact Center integration - Account owners and admins can view detailed call logs and reports for calls transferred between Zoom Phone and Zoom Contact Center. The call logs display information such as the call path, extension types, and number formats for both Zoom Phone and Zoom Contact Center. Admins can filter and export call logs based on specific criteria. This feature provides a comprehensive view of the integration between Zoom Phone and Zoom Contact Center, enabling better monitoring and analysis of call routing.
- Enable or disable the Monitoring setting - Account owners and admins can enable or disable the Monitoring setting in the Zoom web portal. This setting is generally available and enabled by default at the account level. When enabled, this feature allows users to listen, whisper, barge, or take over calls from other users, common areas, call queues, and shared line groups.
Zoom Revenue Accelerator Updates
- Outreach integration general availability - Users can integrate Zoom Revenue Accelerator (ZRA) with Outreach for call recording and analysis. Inbound and outbound calls tracked in Outreach are automatically recorded and transcribed by ZRA. Additionally, users can push call analytics from ZRA, such as talk ratios and conversation topics, back to Outreach as activities. This integration enables users to gain valuable insights from their Outreach calls and incorporate them into their sales processes.
- Use the side panel for an overview of conversations - When sales leaders click a conversation from the Conversations tab, they use the side panel to extract insights from recordings and decide what conversations to review. This side panel displays key information, such as meeting metadata, meeting participants, meeting summary, and meeting next steps. Previously, sales leaders would use multiple clicks and switch between the Conversations tab list and Conversations details page.
- Zoom Recorder for Microsoft Teams and external Zoom meetings - Account owners and admins can configure Zoom Revenue Accelerator to record Microsoft Teams meetings or Zoom meetings hosted by external parties. Meeting participants will be automatically notified and meeting recordings will be processed and analyzed by Zoom Revenue Accelerator (ZRA). Users can invite ZRA to record their meetings manually or automatically via their integrated calendar when hosting or participating in eligible meetings. The integration requires completed actions from both account administrators and end users for calendar synchronization. Note: This feature must be enabled by Zoom.
Zoom Virtual Agent Updates
- Role-based permissions for Zoom Virtual Agent - Account owners and admins can set granular permissions for different roles to access various components of Zoom Virtual Agent such as chatbots, intent management, knowledge base, and integrations. Admins can specify view-only or edit permissions for each role for secure access and adherence to the principle of least privilege. These granular permissions also extend to the Operational Portal (OP) to support engineers troubleshooting customer accounts.
- Secure email validation with OTP - Account owners and admins can validate the consumer's email address by sending a one-time password (OTP) to the provided email. The OTP is dynamically inserted into a fixed email template and sent to the user. Users have the option to type or paste the received OTP code, and regenerate the code if needed (maximum of 3 attempts). If the authentication is successful, users can proceed to the next step. If authentication fails after the maximum number of retries, the flow exits. This feature helps ensure the email address belongs to the intended user, enhancing security and user experience. This feature must be enabled by Zoom.
Zoom Contact Center Updates
- Real-time guidance for agents with Next Best Action recommendations - Zoom Contact Center is introducing the Next Best Action feature, an AI-powered capability that provides agents with personalized, real-time recommendations based on customer context during interactions. Admins can configure rules to trigger actions based on intents and variables. Next Best Action recommendations aim to guide inexperienced agents towards desired outcomes and improved customer experiences.
- Erase personal information from email transcripts - Account owners and admins can now redact personal data from email engagement transcripts on demand. The Erase Personal Information function has been extended to support the email channel, allowing admins to remove consumer PII from email logs. This feature enables brands to meet regulatory requirements for data privacy and fulfill consumer requests to have their personal information erased from internal systems after an engagement is completed.
- Automatic message translation for multilingual support - Agents can automatically translate inbound messages to their preferred language and outbound messages to the consumer's preferred language. Account owners and admins can enable or disable this feature at the account and queue levels under AI Expert Assist settings. This enhances multilingual support and improves the overall customer experience.
- SMS support for UK and Ireland numbers - Users can purchase and use SMS-enabled mobile phone numbers in the United Kingdom and Ireland with Zoom Contact Center. Admins can submit required KYC documents before activating these numbers for use. They can view assigned and unassigned SMS-enabled numbers in the admin portal, which are clearly differentiated from other number types. Voice calls to these numbers receive a prompt stating that voice is not supported. Agents can send and receive SMS messages to and from UK and Ireland numbers using the Zoom client. This feature expands Zoom Contact Center's global reach and meets customer demand for SMS capabilities in Europe.
Workforce Management Updates
- Agent portal for Zoom Workforce Management - Workforce Management admins and supervisors can view a listing of all agents working in Zoom Workforce Management, along with their details such as supervisor group, shift template assigned, vacation data, and adherence score. They can click into each agent to see their contact information from their Zoom profile, notification email and SMS contact details, and personal calendar with their work schedule. They can also filter agents by supervisor group or shift template name, and search for agents by name. This provides a central location to manage and view agent details within Zoom Workforce Management.