Turn CX data into decisions with unified AI insights
About CX Insights
Zoom CX Insights is the agentic intelligence layer that turns customer data into business impact — no dashboards or data scientists required. Built for CX and cross-functional leaders, it reasons across AI signals to deliver insights through simple natural language prompts.
See the full CX picture
One intelligent view brings Zoom Contact Center, Zoom Virtual Agent, Quality Management, and Workforce Management data together for faster decision-making.
Ditch siloed decision-making
Connect the dots between CX, marketing, sales, operations, and leadership decisions, and move work forward faster, together.
Prove ROI of CX initiatives
Cut time to diagnosis (TTD) and enable faster intervention for enhanced CSAT. Elevate CX from operational reporting to a growth engine.
Traditional tools show the past. CX Insights shapes the future.
Empower everyone to access customer experience analytics using natural language prompts and questions instead of complex queries or dashboards.
Connect the dots across your CX ecosystem with AI reasoning that unifies workforce and quality management, virtual agents, and interactions. Agentic AI surfaces insights and recommends actions, acting as your intelligent assistant that proactively guides decisions.
Get recommendations tailored to your unique contact center environment, grounded in how your operations truly run. Instead of generic AI outputs, every insight is designed to drive targeted action and root-cause resolution.
Generate trusted insights while keeping customer data protected. Built on Zoom’s responsible AI principles, your data remains private and is not used to train AI models, providing security and control.
Spot issues, seize opportunities, and improve faster
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Start every day with a clear view of CX
Begin with a consolidated snapshot of what’s shaping your customer experience today in CX Pulse, your centralized at-a-glance command center for customer experience. CX Insights brings together signals from workforce performance, quality, virtual agents, and customer interactions into one intelligent view. Spot emerging trends, surface opportunities, and quickly understand where your attention matters most — without having to navigate dashboards or switch tools.
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Better align automation with customer needs
Uncover insights to see how your virtual agents are performing. See where automation is containing effectively and where it’s escalating unnecessarily. Use what customers are saying to continuously improve your virtual agents.
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Understand what drives great customer interactions
Quickly spot what's working and what's not across your teams so you can coach agents more effectively and improve customer satisfaction. Use CX Insights to identify trending topics influencing quality scores, understand where coaching or content improvements can help, and compare performance across teams with shared context.
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See how staffing and schedules impact experience
Use CX Insights to track team performance, scheduling effectiveness, and SLAs. See how staffing, demand, and service quality connect. Use forecast signals to align human workforce and AI agents. All on one connected CX platform.
Deliver personalized, seamless customer experiences with a connected platform
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Zoom Contact Center
Orchestrate customer interactions across multiple channels — phone, video, email, chat, SMS, and social media. Zoom Contact Center powers your CX ecosystem — transforming customer communications into an exceptional experiences.
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Zoom Virtual Agent
Deliver fast, AI-first support — 24/7. Automate FAQs, guide customers, and seamlessly escalate complex issues to live agents, all within Zoom Virtual Agent. Faster answers, happier customers, and less work for your team.
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Zoom AI Expert Assist
Empower your agents with real-time customer insights during interactions. AI Expert Assist delivers the information and guidance they need — across voice, chat, and video — so they can resolve issues faster and improve customer satisfaction.
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Zoom Workforce Engagement Management
Gain visibility into team performance and eliminate scheduling guesswork. Workforce Engagement Management uses AI to take control of scheduling — so your contact center can deliver exceptional CX with the right staffing, right when you need it.
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Zoom Advanced Quality Management
Evaluate your customer service interactions with AI so supervisors can focus on coaching. Quality Management monitors consumer interactions, evaluates agents, provides actionable insights, and identifies key improvement areas.
Got questions? We've got answers.
CX Insights is an AI-powered intelligence layer that helps you understand and improve your customer experience by analyzing data from across your contact center. Instead of digging through dashboards, you can simply ask questions in plain language and get comprehensive answers about what's happening with your customers and why. It connects information from your contact center, virtual agents, quality management, and workforce management to give you a complete picture and actionable recommendations.
CX Insights is built for business leaders and teams using Zoom Contact Center who want quick, clear answers about how their customer service is performing — without needing data analysts or complicated dashboards. It's used by CX leaders, contact center managers, workforce planners, quality assurance teams, and administrators who need to understand what's driving their key metrics, be able to spot problems early, and decide what to improve first.
CX Insights helps you make faster, smarter decisions by turning customer data into clear answers through simple questions. It saves time by connecting information across your contact center in one place, so you can spot issues early and take action before they impact your customers. You'll be able to prove the value of your CX work by linking improvements directly to business results like revenue and customer satisfaction.