As part of its January release, Zoom has added ten new features to its CCaaS platform: the Zoom Contact Center.
This month, the video conferencing pioneer has put emphasis on giving customers more control over their data, with two eye-catching new capabilities.
First is a Customer Managed Key (CMK) support function that allows admins to define the types of Zoom Contact Center data they encrypt.
In doing so, they may better manage cross-channel contact center data – whether that’s from a recording, transcript, or voicemail.
Second is its new personal data redaction capability, which automatically redacts personally identifiable information (PII) from voice, video, and messaging recordings and transcripts.
When enabled, it isolates personal data entities and replaces them with generic placeholder text.
Such innovations will allow contact centers to curate data sets – which belong solely to that organization - without exposing sensitive customer data to various AI models.
Indeed, each customer owns the data they place onto any Zoom platform, and Zoom will only use the encrypted, secured data to train their AI if they receive explicit consent.
"We are treating data very responsibly and transparently," said Xuedong Huang, Chief Technology Officer at Zoom, during a recent interview. "We will ask a small percentage of our customer base if it's okay to use the data to improve AI experiences.
If they give us consent, we will secure the data and use it only for improving AI experiences.
These assurances and innovations will prove critical as Zoom looks to further the international expansion of its CCaaS business after rolling out its platform across EMEA and APAC in 2023.
Yet, that proved only one highlight of the past year for Zoom in CCaaS, as the vendor launched its workforce engagement management (WEM) suite, virtual assistant, and revamped conversational intelligence tool. Meanwhile, it also announced new releases every month.
That pace of innovation does not seem to be slowing down in 2024, with the vendor also announcing new outbound dialing, contact handling, and translation capabilities.
→ THOUGHT LEADERSHIP: Zoom and the Future of Customer Engagement: Expert Takes
New Outbound Dialing Innovations
Outbound dialing may still have a reputation for spam but advances in predictive analytics promise to breathe new life into the channel.
Recognizing this, Zoom continues to evolve its dialer, with three new capabilities to improve the efficiency and effectiveness of outbound campaigns.
To start, it has launched an "always-running" campaign option, which supports outbound operations that dynamically update their contact lists from another source.