Hey Folks
A really interesting update to Zoom Virtual Agent has recently arrived, Agent Performance.
Using Agent Performance you can create test scenarios for your virtual agent & test them automatically. This allows you to test scenarios at scale with defined criteria & avoid testing fatigue. We’re already using Agent Performance to improve & evolve deployments.
Check out the YouTube video here:
Is anyone else finding that since Riverside launched a "new and improved" editor, that transcription based editing no longer works well? It is no longer differentiating between a flub and the start of dialogue again.
Really disappointing.
26.3 is on its way & here is my take on the release & what will be useful to you as agents, supervisors, leaders & administrators on CXone.
Check it out on YouTube & whilst you are there, leave a comment on which features you are looking forward to & what you'd like to see covered by a YouTube video.
Particular highlights include:
Agent - See what Unavailable Code an agent is in
Copilot - Duplicate profiles
UI Updates (bye bye waffle icon)
The team at Zoom have been super busy at the start of the summer, here is a double top ten covering releases in June & July.
Thinking about RingCentral AIR & not knowing where to start? We got our hands on AIR recently & are very excited to get to know the capabilities, check it out on our YouTube channel:
If you are a team leader or Supervisor on Zoom CC you have plenty of tools available to you to help monitor & manage both agents & contacts..
There's also bonus capabilities if you have AI Expert Assist.
Check out the short video I put together on YouTube: https://youtu.be/SriOy9bBOic
The team at Zoom have cooked up a great extra feature for contact center - the ability to bring all of your channels into one welcome screen on a website. Instead of multiple icons, we now have Welcome Screen.
Check out the video on YouTube: https://youtu.be/rvYjJIKG02M
I find it bizarre that Nice have hidden away this feature because the moment I have shared it with agents, they have found it a great help! Live Transcription is now available within CXone Agent Workspace, giving your agents context & clarity when on the phone with customers.
One thing to note, in this current version there is no vertical scroll so you are limited to about 90 seconds of conversation (depending on conversation speed & screen resolution), but it is a great feature.
Check out the video on YouTube; https://youtu.be/fZJlDtTi7Vo
If you have deployed, or are thinking about deploying Zoom Virtual Agent then it is well worth enabling Quality Management for ZVA if you have a contact centre license.
This brings your ZVA agents into scope for quality management & also includes auto scoring! Check out this short demo & think about the possibilities for evolving your virtual agent deployments.
You might recall a recent post in this group that referenced a new mobile client available from Ideal Systems.
I've had a chance to take Mobile One for a test drive & you can find the video here:
Just released on the YouTube channel, some of the recent updates to CXone Studio. If you are still using Desktop, then it is time to get on board, especially with the ability to promote a script more easily now.
The Zoom team have released CX Insights recently, bringing analytical data that is actionable & conversational to the Zoom Customer Experience suite.
This is seriously impressive & will help contact centres of all sizes to get greater insight without needing to spend life in spreadsheets.
Check out the video & give it a comment on YT for what you'd use CX Insights to learn more about.
Did you know that Zoom's AI Studio isn't just for the benefit of your Virtual Agents & AI Expert Assist users? You can utilise a number of AI Studio components to help people from across your business.
Check out this week's #apieceofCX video on YouTube;
A brand new feature on Zoom Contact Center & one that will save your agents time & effort - Message Parking for digital messaging.
Check out the short demo video on Youtube:
The team at Zoom have just introduced a new Admin Center look & feel, reducing scrolling & effort for admins. Check out the video on YouTube;
Every month the team at Zoom are bringing a whole host of features & capabilities into their Customer Experience suite. These now get a top ten break down as part of the #apieceofCX series;
Recently the Zoom team added contact center functionality into the Zoom Workplace mobile application.
In this short demo, we take it for a test drive & talk about use cases.
If you are an agent using ZCC you will soon be seeing some updates in your Zoom app. This is being rolled out for new customers already, with existing customers receiving over the next few months.
Some really cool features, I love the sentiment timeline at the top of the screen;
The team at Zoom have just upgraded AI Expert Assist, their agent assistance offering within Zoom Contact Center.
This takes a whole host of things built in Zoom Virtual Agent & allows agents to be more effective. If you have an Elite license & have deployed ZVA already, adding AI Expert Assist is a no brainer!
Check out the video: https://youtu.be/vNhUu7SLot4
Zoom have just launched their Claude Connector bringing a whole host of data & information into your Claude workspace.
I took it for a test drive to understand where it could be utilised.