What's New

The latest innovations at Zoom you don’t want to miss. 

Agentic Retrieval for Gmail and Outlook

Agentic Retrieval for Gmail and Outlook

Connect your Gmail and Outlook accounts to AI Companion 3.0 on the web to use your emails as context for questions and summaries.

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Contact Center Voice Message Recordings for Callbacks

Contact Center Voice Message Recordings for Callbacks

Allow customers to record a short voice message explaining their issue when they request a callback.

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Zoom Workplace for Frontline (Government)

Zoom Workplace for Frontline (Government)

Equip government frontline workers with push-to-talk, video calling, and secure messaging on their mobile devices.

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Zoom AI Companion 3.0: Conversational Work Surface

Zoom AI Companion 3.0: Conversational Work Surface

Interact with a new central hub on the web that integrates Zoom Docs, meeting insights, and web search into a single workspace.

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A new simplified Zoom Workplace app

A new simplified Zoom Workplace app

The refreshed, simplified UI makes it easier for users to navigate, switch between tabs, and maintain control of the layout.

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Custom agents updates for Custom AI Companion

Custom agents updates for Custom AI Companion

Admins can build and deploy Custom agents that connect directly to third-party tools (like Jira or Box) using the Model Context Protocol (MCP), simplifying the complexity of manual, cross-app workflows.

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Zoom Virtual Agent: Voice Tuning

Zoom Virtual Agent: Voice Tuning

You can now easily adjust parameters like stability, speed, and style for your voice agent, giving you more control to refine the voice to match your brand preferences thoughtfully.

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Revenue Accelerator: Win/Loss Analysis

Revenue Accelerator: Win/Loss Analysis

Zoom Revenue Accelerator automatically analyzes closed deals to generate a more complete deal win/loss story (summary, key learnings, customer quotes) directly from sales conversations, reducing the manual effort of post-game analysis.

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Zoom CX

Zoom CX

  • January 2026

Voice Message Recordings for Callbacks

  • Allow customers to record a short voice message explaining their issue when they request a callback.
  • "Can you repeat the problem?" is a bad way to start a support call. Agents listen to the context first and greet the customer with a solution.

 

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Voice Message Recordings for Callbacks
  • January 2026

Group SMS Messaging

  • Add up to eight additional participants—like internal experts or family members—to a single SMS support thread.
  • Sometimes solving a problem takes a village. Bring in the right subject matter expert immediately without playing telephone across different channels.

 

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Group SMS Messaging
  • January 2026

Email Channel Support in CTI

  • Send, receive, and manage customer emails directly within the Salesforce CTI connector.
  • Agents shouldn't have to leave their primary workspace just to send an email. Keep all interactions centralized so nothing slips through the cracks.

 

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Email Channel Support in CTI
  • January 2026

Queue Visibility for Transfers

  • See exactly how many agents are ready or busy in a specific queue before you transfer a customer.
  • Blind transfers frustrate everyone. Now you know if you're sending a customer to help or to hold.

 

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Queue Visibility for Transfers
  • January 2026

Workforce Management in Zoom Workplace

  • View schedules, submit time-off requests, and check agent boards directly within the Zoom Workplace app.
  • Managing your shift shouldn’t require a separate login. Agents get everything they need in the app they use to do their job.

 

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Workforce Management in Zoom Workplace
  • January 2026

Coaching Sessions for Quality Management

  • Create coaching modules directly from scorecard data to help agents improve on specific skills.
  • Feedback without action is just noise. Turn evaluation insights into structured coaching to help your agents actually get better.

 

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Coaching Sessions for Quality Management
  • January 2026

Change Log for Virtual Agents

  • View a comprehensive log of additions, deletions, and modifications when publishing changes to your virtual agent.
  • "Who changed that?" is a scary question in production. Now you have a clear audit trail and accountability before anything goes live.

 

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Change Log for Virtual Agents
  • January 2026

Enhanced Knowledge Coaching for Virtual Agents

  • Filter and cluster user queries to spot exactly where your knowledge base is failing to provide answers.
  • Your AI is only as smart as you coach it to be. Stop guessing what to fix and see exactly which questions are stumping your bot.

 

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Enhanced Knowledge Coaching for Virtual Agents
  • January 2026

Analytics Enhancements for Virtual Agents

  • Subscribe to multiple reports in one email and set alerts that trigger only when metrics stray from historical baselines.
  • Data overload is real. Stop checking dashboards and let the system tell you when something is actually broken.

 

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Analytics Enhancements for Virtual Agents
  • January 2026

Expanded Language Support for Virtual Agents

  • Deploy Zoom Virtual Agents that speak and chat natively in Spanish, Catalan, Vietnamese, and Arabic.
  • Your customers want to speak their own language. Now your automated support can answer them fluently, without awkward translations.

 

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Expanded Language Support for Virtual Agents

Zoom CX

Deliver connected, AI-first experiences designed to increase customer satisfaction and build loyalty. Our approach starts with connection, helping resolve customer issues quickly and making interactions feel personal.

  • October 2025

Zoom Virtual Agent: Bring Your Own Voice

  • Stay true to your brand's voice and create more connected, personalized customer experiences.
  • Admins can name, configure language and accent settings, and adjust voice parameters to create a distinctive voice identity. You can choose from voices in the same way you choose from Zoom's default voices, and easily create multiple cloned voices to fit different purposes and agent personas.

 

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  • October 2025

AI Trending Topics

  • Easily stay informed at a glance with the most common themes from customer interactions. Leaders can instantly see what's driving volume or dissatisfaction across the entire contact center to improve service.
  • Discover trending topics that agents and virtual agents are discussing with customers. Gain context surrounding the issues that happen most and their root causes.

 

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  • October 2025

AI Insights for Forecasting

  • Save time spent on the manual work of forecasting and help teams plan with confidence. Designed to make one of the hardest parts of contact center management easier, AI Companion in Workforce Management (WFM) answers questions about previous forecasts and provides insights on accuracy and trends.

 

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  • October 2025

Group SMS

  • Increase SMS engagement and save time sending messages to multiple numbers in the same interaction. Agents can loop in a colleague, supervisor, or family member of the customer, to streamline support and service.
  • Effortlessly send SMS messages to multiple participants in the same conversation thread. It supports both inbound and outbound group SMS.

 

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