The latest from the Zoom blog

CX Insights just got smarter. Here's the difference you'll actually feel.

Zoom CX Insights introduces agentic AI to the contact center: persistent memory, organized Projects, guided discovery, and 18-language support. See how it works.

Why the most forward-thinking enterprise CX leaders are leaving legacy platforms behind — and what they're building instead.

How we read the 2026 Gartner Voice of Customer for CCaaS

Learn how to read the 2026 Gartner Peer Insights Voice of the Customer for CCaaS — quadrant methodology, willingness-to-recommend data, and how Zoom Contact Center performs.

From Virtual Agent to High-Performing Agent: The AI-Powered CX Shift Explained

See how Zoom Virtual Agent automates contact center conversations end to end — 98% chat containment, intelligent escalation, and a knowledge base that fixes itself.

Stop measuring AI by headcount reduction. Learn how contact center leaders are redefining ROI to drive real business transformation with Zoom AI.

What AI virtual agents are actually delivering for contact centers in 2026

AI virtual agents are delivering real results, but only when deployed right. See what the data says about ROI, containment rates, and what separates high-performing deployments.

Zoom CX at CCW 2026: New AI contact center tools for visibility, resolution, and ROI

Zoom CX showcased Agent Architect, AI Expert Assist 3.0, and the Agent Performance Suite at CCW Las Vegas 2026. Here's what it means for contact center leaders.

What is workforce management? A 2026 guide for contact center managers

How contact centers use forecasting, scheduling, and AI-powered adherence monitoring to staff smarter and serve customers better.

Call center automation: A 2026 guide for CX and operations leaders

How modern contact centers are using AI-powered automation to resolve more customer interactions, reduce agent workload, and deliver faster, more consistent service.

Customer experience analytics: A practical guide for contact center managers

How contact center managers use real-time and historical data to react less and start leading more.

Omnichannel customer experience: the complete guide for CX leaders (2026)

How CX leaders can unify channels, reduce friction, and build the kind of customer experiences that can drive lasting loyalty.

Contact center quality assurance: The complete guide for 2026

How contact center managers can build, scale, and automate quality assurance programs that improve agent performance and customer outcomes.

What is a call center? The 2026 guide for contact center managers

Learn what a call center is, how it works, and how Zoom Contact Center helps managers improve AHT, FCR, and CSAT on one omnichannel platform.

Call center coaching: a 2026 guide for contact center managers

Learn what call center coaching is, how it works, and best practices for contact center managers to improve agent performance with QA-driven insights.

Hosted contact center: A guide for contact center managers

Learn what a hosted contact center is, key features to look for, and how Zoom Contact Center delivers AI-powered customer experiences with omnichannel support and no on-premise infrastructure.

A multichannel contact center connects every customer channel in one platform. Learn what to look for, how AI changes the equation, and how Zoom CX delivers.

AI chatbot for customer service: a 2026 guide for CX leaders

Learn how AI-powered virtual agents like Zoom Virtual Agent transform contact center support — resolving more, escalating smarter, and keeping context intact.

Chatbot for Enterprises: The Complete Guide for 2026

Discover how enterprise chatbots transform CX in 2026. Learn key features, ROI tips, and how Zoom Virtual Agent powers intelligent self-service at scale.

Beyond deflection: How intelligent self-service is powering the next era of customer experience

Frost & Sullivan's Alpa Shah and Zoom's Chris Morrissey explore how AI-powered intelligent self-service is transforming CX—moving beyond deflection to real resolution, connection, and measurable outcomes.

Customer Service Management: The Complete Guide for 2026

Customer service management is how modern teams turn every interaction into resolution and loyalty. See the strategy, software, and AI shaping CSM in 2026.

Customer Experience Management: The Complete Guide for 2026

Customer experience management is how leading brands turn every interaction into loyalty. See the strategy, tools, and AI shaping CX in 2026.

Inbound Call Center: definition, benefits, and how AI is transforming customer service

Learn what an inbound call center is, how it works, and how AI-driven tools enhance customer experience, efficiency, and resolution quality.

Outbound Call Center: modern strategies, tools & best practices

Discover how modern outbound call centers use AI, automation, and omnichannel tools to boost engagement and performance.

Chatbot builder: a 2026 guide for contact center and IT leaders

Learn what a chatbot builder is, how to choose the right one, and how Zoom Virtual Agent helps teams build AI-powered bots that resolve more and escalate better.

AI customer service agents: a 2026 guide for contact center managers

Discover how AI customer service agents are transforming contact centers in 2026. Learn how intelligent automation, natural language understanding, and seamless human handoffs reduce handle time, boost first-contact resolution, and scale support without extra headcount.

Contact Center Automation: How AI Can Transform Every Customer Interaction

Discover how contact center automation powered by AI unifies data, teams, and workflows to deliver faster resolutions and exceptional customer experiences.

The CX leader's checklist: Self-service, data, and the humans behind it all

How forward‑thinking teams are using AI to connect data, elevate agents, and deliver experiences that feel more personal, at every touchpoint.

The complete guide to call center coaching + 9 strategies

Master call center coaching with these 9 proven strategies. Learn how to empower agents, improve key KPIs, and deliver elite customer service in 2026.

AI virtual agent: a 2026 guide for contact center managers

Learn what an AI virtual agent is, how agentic AI improves resolution rates, and how to choose the right solution for your contact center.

What is an AI chatbot? The 2026 guide for IT and business leaders

What is an AI chatbot? Learn how they work, the key types, business benefits, and how Zoom AI Companion brings conversational AI into your daily workflow.

Learn the key differences between a virtual agent vs chatbot. Discover which AI solution fits your contact center goals with this practical guide.

AI phone assistant: A 2026 guide for contact center managers

How AI phone assistants automate call handling, improve customer experience, and connect your team to the interactions that actually matter.

Phone Extension: The Complete IT Guide for 2026

Learn what a phone extension is, how it works, and how cloud systems like Zoom Phone simplify extension management at enterprise scale.

Discover what CX leaders learned at CX 2026 - from AI trust gaps to real-world results - and six actions to transform your CX strategy.

Stop reviewing reports. Start running the business with your CX data.

Learn how customer experience analytics can transform CX data into actionable insights. With CX Insights, leaders can move from reporting to diagnosis and action.

AI that connects conversations, and the people behind them

Discover how Zoom Virtual Agent redefines the AI chatbot experience by connecting conversations across chat, voice, and automation.

Call center voice analytics: Benefits, use cases, and how it works

Call center voice analytics rely on AI technology to understand speech and voice cues to improve the customer experience. Learn more in this guide.

AI

AI in call centers: 6 use cases for any business

An artificial intelligence (AI) call center is a call center powered by AI technology that can help with customer inquiries, call de-escalation, and analytics.

15 customer service examples that exceeded expectations

Discover exceptional customer service examples that build brand loyalty. Learn the key elements of great service to boost your business.

What is call center shrinkage and how can you reduce it?

Call center shrinkage is the percentage of scheduled agent time lost to breaks and other activities, reducing customer interaction availability. Learn more.

38 must-know call center metrics and KPIs for 2026

22 min read

Explore the different call center metrics you can track. Discover how to improve your customer service and reduce operational bottlenecks.

Call center workforce management: A complete guide

13 min read

Call center workforce management is the process of optimizing how call center workforces operate at scale. Here are our top implementation tips.

14 min read

A contact center is a centralized hub to manage customer communications across multiple channels and enhance the customer experience.

A man wearing a red shirt talks to someone on the phone.

14 min read

A call center CRM is software that helps manage customer interactions, streamline workflows, and improve service by organizing data across channels.

AI in healthcare: Delivering smarter care with a personal feel

Explore how AI in healthcare balances automation and personal care, improving patient experiences and operational efficiency.

Customer experience trends 2026: Eight analysts share their predictions

Explore CX trends for 2026 as top analysts reveal AI's impact on CX and the future of customer engagement.

50 essential customer experience statistics for 2026

Explore 50 key customer experience statistics for 2026. Gain essential insights to enhance your strategy and deliver exceptional customer experiences.

AI in retail: How AI agents are revolutionizing retail customer service

Learn how AI in retail customer service is driving loyalty and efficiency with expert insights from Metrigy's principal analyst, Beth Schultz.

In conversation with Adrian Swinscoe: Is your contact center ready for the future of customer experience?

Join us for insights on contact center innovation from Adrian Swinscoe, focusing on AI's role in revolutionizing customer experience.

AI in financial services: Banking on the power of AI agents in customer experience

Uncover expert insights on how AI in financial services is enhancing customer experience through virtual agents and driving measurable results.

Explore what a cloud contact center is and how it's different from traditional contact center solutions. Explore features and tips to choose the right software.

10 min read

IVR is a technology used in telephony that allows callers to interact with a computer system through voice prompts and keypad selections. Read on to learn more.

CX in action: Skip the headache of manual workforce management and coaching

See how Amynta transformed manual workforce management into smarter, data-driven scheduling and coaching with Zoom CX.

AI

photo of a customer using AI self-service on their mobile phone

17 min read

Customers like SMS and social media assistance but still prefer to speak to reps. Learn how AI self-service reduces queues and improves issue resolution rates.

76 customer service survey questions to help you excel at customer satisfaction

15 min read

Discover the best customer service survey questions to enhance satisfaction and drive success. Learn tips, strategies, and examples to improve your customer experience.

It’s hard for managers to stay on top of agent performance. Find out how contact center quality management helps you improve service by spotting issues earlier.

10 min read

Explore the benefits of a connected customer experience: seamless integration of technology and human touch, and all the CX insights from Zoomtopia 2025.

Achievements

Inside the first recognition for Zoom CX in the 2025 Gartner® Magic Quadrant™ for CCaaS

Learn why our three-year journey of AI innovation and customer focus is paying off.

An agent improving call center productivity

Boost call center productivity with proven formulas, key metrics, and practical tips to improve agent performance, cut costs, and deliver better customer service.

A call center CRM is software that helps manage customer interactions, streamline workflows, and improve service by organizing data across channels.

Phone System

Photo of a contact center agent working at a laptop with a headset on as they conduct a call.

Discover what a softphone is, how it works, and why to choose a softphone over a desk phone. Explore key features and benefits to enhance your business.

A business using call routing to reduce customer wait times

Call routing is the technology companies use to direct callers to the right agents. Find out how it works, its key benefits, and how AI is transforming it.

CX in action: How to uplift agents the smart way

Discover how Zoom CX enhances customer experience while preventing agent burnout with AI-driven solutions for faster service and better satisfaction.

Learn how to optimize average handle time across calls, chats, and emails. Explore 8 simple methods to improve efficiency without sacrificing service quality.

Male customer service rep in a home setting smiling at the screen with a headset on and enjoying the value of AI in CX

Uncover the value of AI in CX and what leaders need to know to enhance satisfaction and loyalty in Metrigy’s new report.

A man talk to someone on a video conference call

15 min read

Discover what contact center experience is and how it impacts customer service. Learn key strategies and tools to enhance CX and deliver exceptional service.

CX in action: How to improve the customer journey with speed and trust

Discover how Topaz Services enhances customer experience at every stage of the customer journey with Zoom's innovative CX solutions.

Why AI alone isn’t enough for CX success: Customer experience resolution might be the deal-breaker

Explore why customer experience resolution is critical for brand loyalty. Get insights from our latest research on AI and CX.

Top 15 contact center solutions for your business [2025]

22 min read

The best contact center solutions improve efficiency and offer seamless customer care. Learn more about how to find the right contact center platform for you.

How to turn your CX AI ambitions into reality

Watch the Zoom CX Summit on demand to discover how to use customer experience AI to create superfans, deliver personalization, and transform customer experiences.

From frustration to connection: The new era of agentic AI self-service

Discover how AI self-service and agentic AI revolutionize customer experience. Explore solutions like our next-generation Zoom Virtual Agent.

36 call center statistics to bookmark in 2025

We gathered 36 call center statistics for 2025 to help contact center leaders stay on top of technology trends, customer needs, and KPIs. Learn more here.

4 game-changing benefits of AI-based transcripts and summaries in CX

Streamline customer experience with AI-based transcripts and summaries. Learn how they cut agent call times, improve training, and deliver actionable insights.

25 call center best practices for management, CX, and more

17 min read

Boost performance with these call center best practices. Learn how to improve efficiency, enhance customer satisfaction, and drive business growth.

What is omnichannel customer service? Definition + benefits

Learn how to implement an omnichannel customer service strategy to improve CX and efficiency and deliver seamless, personalized support across channels.

Company News

Zoom launches integration with Salesforce Service Cloud Voice to provide a unified interface for customers

2 min read

Simplify agent workflows and enhance productivity with Zoom CX's integration with Salesforce Service Cloud Voice integration.

What is an auto attendant and how does it work?

Discover how an auto attendant can help you streamline your call center operations. Route incoming calls, provide tailored greetings, and offer self-service menus for better service.

What is customer effort score (CES) + how to measure it

Learn how customer effort score tracks how easy it is for customers to interact with your business. Discover tips to improve CES and customer satisfaction.

Explore how AI in customer service transforms customer experience and builds lasting brand loyalty. Download Frost & Sullivan's vBook today.

Customer service automation: Your guide to smarter support

13 min read

Customer service automation is the use of technology to simplify tasks without direct human involvement. Our guide covers the benefits, best practices, and implementation tips.

Call center management: A guide to setting goals

Learn best practices for call center management to improve efficiency, enhance customer satisfaction, reduce costs, and create a seamless service experience.

The smart business move: 8 reasons why companies are moving to an integrated UC + CC platform

Explore how integrating Unified Communications (UC) with Contact Centers (CC) can revolutionize customer experiences. Discover insights from Metrigy on why adopting a cloud-based UC + CC approach is essential in 2025.

International Women’s Day 2025: How CX leaders are accelerating action in the AI era

International Women's Day 2025 calls for 'Accelerate Action.' Uncover powerful insights from women CX leaders championing a future of equality and empowerment.

How-to

Check out the second post of our How-to of CX AI series to master AI adoption and upskilling your contact center agents for next-level customer experience.

What is call center compliance? Guide for 2025

14 min read

Discover essential tips and strategies to maintain call center compliance, reduce risks, and enhance your business’s reputation.

How-to

Explore innovative customer experience AI strategies that transform services into memorable journeys. Learn how to leverage AI for personalized customer engagement.

What is jitter on a speed test and how do you fix it?

Network jitter causes choppiness and distortion during calls and issues with video meetings. Learn what causes jitter and how to fix it here.

Discover how contact center analytics can optimize performance, enhance customer experiences, and empower agents to make data-driven decisions with real-time insights.

Zoom on Zoom: Setting the standard for AI self-service with a 25-point lift in CSAT to 80%

We use our own Zoom AI chatbot and experience high CSAT and a 76% containment rate. Find out how.

Why are voice of the customer programs vital to success in the next wave of CX?

Discover why AI-powered Voice of the Customer (VoC) programs are essential for modern CX. Explore actionable insights from Irwin Lazar, president of Metrigy.

How can AI help increase revenue and efficiency during customer service interactions?

Discover expert insights and data that demonstrate the transformative impact of AI in customer experience, enhancing engagement and driving revenue for businesses.

Explore the top call center solutions of 2025, including Zoom Contact Center. Discover key features, pricing, and the best fit for your business.

Call center call monitoring: Tips and best practices

Call center call monitoring is the process of evaluating customer interactions to improve agent performance and optimize operations. Learn more here.

What is voice of the customer and how does it work?

Discover what voice of the customer (VoC) is and learn how to capture, analyze, and act on customer feedback to drive business growth and improve customer satisfaction.

ACD stands for automatic call distributor, and ACDs enable incoming calls to be routed right to the appropriate agent based on skills. Here's how they work.

Uncover shifts in consumer expectations and generational loyalty in our latest survey. Enhance your CX strategy with these key insights.

New Metrigy report: 3 crucial steps to leverage contact center AI without losing the human connection

Explore how contact center AI is revolutionizing customer experiences without losing the personal touch. Get key insights from Metrigy's new study.

Meet the future of customer service with our contact center. Empower agents, delight customers, and drive better business results. Learn how.

When it comes to our health, no one likes to wait. And for healthcare providers, wait times can make or break a positive patient experience. To generate greater satisfaction, healthcare teams need modern technology that helps streamline patient care while simultaneously...

Top 5 contact center trends with industry expert Robin Gareiss

Get ahead in 2024 with top contact center takeaways and industry insights on AI-powered solutions that enhance, not replace, the human touch in CX.

AI in Workforce Engagement Management (WEM): Five steps to success

Unlock the potential of WEM and workforce management (WFM) with AI - from alleviating mundane tasks to strategic automation. Get inspired by a leader’s journey to operational excellence.

Frost & Sullivan on contact center AI: Are you set up for success?

Get ready for the Contact Center AI revolution with strategies from Frost & Sullivan in their latest visual white paper—enhance customer experiences, streamline operations, and boost efficiency.

Are you ready for a call center upgrade?

Use our free call center upgrade checklist to find out if your call center is ready for a revamp. Simplify the decicion of moving to a cloud-based call center.

What is MultiCaaS and why is it the contact center of the future?

Find out why MultiCaaS (the combination of Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS)) is the contact center of the future.

Get contact center AI, advanced privacy and security features, and flexibility for teams big and small with three new Zoom Contact Center pricing bundles that include a mix of deployment packages and a host of enterprise-grade features.

Zoom Webinars

Beyond the buzzword: Contact center AI in action – simple, effective, and transformative

Take a practical approach to implementing AI in your contact center in a way that adds value. Achieve smoother, faster customer interactions and empower agents.

The future of work. It’s on everyone’s radar at the moment. AI, hybrid work, AI, dispersed workforces, AI, digital transformation… did we mention AI?

What is the most common complaint regarding customer service? Read as we detail the answer, plus how to resolve each one.

Young handsome male customer support phone operator with headset working in call center

Omnichannel contact center platforms can help improve the customer and agent experience. Here's how Zoom can elevate your customer service.

Unlocking the secrets behind customer loyalty: Discover the key drivers that keep customers coming back for more.

Why is the average churn rate for subscription services so high?

The average retention rate for subscription services is substantially lower than in other industries. Here are some tips to reduce churn.

We’re excited to announce that Zoom Workforce Engagement Management is now generally available.

Why are first impressions important? Top 5 breakdown

We’ve all heard about the importance of first impressions, but do you know how important they are for customer satisfaction? Find out here.

8 steps to a smooth chatbot implementation

10 min read

With so many customer service advantages, chatbot implementations are rising. Here are some tips to make a smooth chatbot implementation.

What is a key differentiator of conversational AI

Conversational AI is making waves with customer support, but what is a key differentiator of conversational AI, and why does it matter?

The top 4 components of customer experience everyone should know

Discover the essential components of exceptional customer experience and learn strategies to enhance satisfaction and loyalty. Explore now!

Leaders of the most successful businesses know that providing the best customer experience (CX) in their markets leads to greater customer loyalty and revenues. However, they also recognize that the costs of not achieving customer experience maturity can be significant. A...

How to measure customer satisfaction: understanding the top 4 metrics

In competitive markets, increasing customer satisfaction is vital to maintaining (or increasing) market share. Customer satisfaction contributes to customer loyalty and the higher revenues that come with it. (Pro Tip: here are some ways to deliver great customer...

Workforce Management

What if there was a better way? What if customer support leaders could move past the scheduling nightmares and manage their contact center agents with ease? What if we told you the solution is ... ‘adhere?’ If you’ve ever led a customer support team or managed a call or...

AI for customer service: Techniques for improving CX beyond traditional chatbots

Explore AI for customer service solutions that improve customer experience. Unlock new possibilities beyond traditional chatbots with AI technology.

Many customer service strategies have traditionally been high-touch. A well-trained agent would field customer queries and orchestrate customer interactions to resolve issues and increase customer satisfaction. It’s still an effective model for providing excellent customer...

Partnerships

3 min read

Never before has it been more important to focus on investing in brand loyalty, as consumers have increasingly higher expectations of customer support and are quick to leave a business after a negative experience. This makes it imperative for businesses to find new...

Reports

Smiling woman at home on a desktop computer

Consumers have higher expectations than ever before for customer support. They want faster, more efficient help, and they want it 24/7. But that’s just the beginning, from their desire for more personalized experiences to channels and technology, all of which are shaping...

Did you ever find yourself in precisely the right place at the right time? After many, many years in the customer experience (CX) industry, I joined Zoom last year with the distinct privilege to create and grow its CX go-to-market business in Asia, Pacific, and Japan. I’ve...

We’re excited to introduce Zoom Virtual Agent, an intelligent conversational AI and chatbot solution that will transform the way businesses assist their customers and employees. With Zoom Virtual Agent, organizations can deliver better, faster web and mobile support,...

How to empower your customer service agents

What’s the best way to offer friendly, faster, and more efficient support to your customers? By giving your customer service agents the resources, best practices, and authority to do their jobs well. It’s a concept called “agent empowerment.”At first glance, empowering...

Agents in a call center talking on headsets

Today’s customers want more. They want highly personalized experiences that don’t just meet their expectations – but make them feel like a VIP. And now, you can deliver this to your customers with Zoom Contact Center. Previously only available in North America, our...

Partnerships

Through one shared vision and two seamlessly integrated platforms, the companies will continue to innovate solutions to help improve employee productivity and customer experience.ServiceNow and Zoom are joining forces to create powerful communications, collaboration, and...

Thought Leadership

“The experiences you deliver to your customers are even more important than your products and services.” This quote from Brian Solis of Salesforce captures the essence of what it means to reimagine the customer experience in the modern business world.Along with Brian, Zoom...

Financial Services

3 min read

It’s an omnichannel world, we’re just living in it. Today's customers want to choose how they engage with brands, whether it's by phone call, video meeting, instant message, or in-person interaction, making a seamless omnichannel experience vital for effective customer...

If managed correctly, a problem with a product or service isn’t the end of a customer relationship. However, quickly resolving issues can be challenging, particularly if the customer is angry, frustrated, or uncooperative. Learning how to de-escalate angry customer calls...

Introducing Zoom Contact Center, our AI-first, omnichannel contact-center-as-a-service solution built to empower agents to deliver a total customer experience across multiple digital channels.