Contact Center | Zoom Blog

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.

CX

11 min read

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

Insights & Trends

What is an AI agent? A 2026 guide for contact center managers

7 min read

How autonomous AI agents are replacing reactive bots and transforming end-to-end resolution in the modern contact center.

CX

Phone Extension: The Complete IT Guide for 2026

9 min read

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

CX

7 min read

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

Contact Center

What is speech analytics and how does it work?

10 min read

Explore essential insights on speech analytics, its use cases, key features, and FAQs to enhance your contact center’s performance and customer satisfaction.

Contact Center

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

7 min read

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

11 min read

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.

Contact Center