There’s no better time to kick off the fall sports season than when school starts back, and we’re back with a round of exciting updates! There are many new features in this month’s release that will aid you in creating more equitable meeting experiences, engaging event attendees, and improving the customer experience at your events.

There are several ways you can simplify the experience of Zoom Events, and there are more than 30 enhancements to Zoom Contact Center to enhance the customer retention process. Find out more about our enhanced language and captioning features for meetings and webinars, the latest updates to your whiteboard, a few tips to simplify Zoom Events, and more.

Zoom One

As a part of Zoom One, your teams will have access to all Zoom products, including chats and channels, phones, whiteboards, meetings, and more, so that they will be able to work together more efficiently and effectively.

Zoom Chat

External user notice 

In any chat or channel, you should take precautions to avoid unintentionally sharing any sensitive data or information with an external user through a notification of a user. Whether it is 1:1 chats, group chats, or chat channels that include people outside of your organization, in all of these types of channels, the note appears above the message box on the right side of the screen.

Zoom Phone

Live call transcriptions

On a mobile or desktop client, you will be able to see a transcribed version of your Zoom Phone call in real-time in English, that can be accessed through a side panel, so that those who are hearing impaired, non-English speakers, or simply prefer to see the conversation in text can have a more accessible experience.

Voicemail forwarding with privacy option

Were you notified that someone else needs to receive a voicemail that you got? Select the privacy checkbox when forwarding a voicemail, which prevents that voicemail from being forwarded further, in addition to forwarding it directly to another contact in your organization.

Zoom Meetings

More caption languages, plus self-enablement

In Zoom meetings or webinars, automatic captioning is a feature that provides speaker subtitles in the language of the speaker during the meeting or webinar. All Zoom accounts (excluding Zoom for Government accounts) now have the option to use automated captions in 12 different languages, regardless of whether they are free or paid. In the past, Zoom One had only been able to provide automated captions for specific languages through specific accounts.

In terms of automated captions, the following languages are supported:

• Chinese Mandarin – Simplified (beta)

• Dutch

• English

• French

• German

• Italian

• Japanese (beta)

• Korean (beta)

• Portuguese

• Russian

• Spanish

• Ukrainian

The Zoom web portal allows you to turn on automatic captioning as well as specify the languages in which you would like it to be displayed.

Additionally, you can now self-enable automated captions in the web settings without asking the host whether the feature is enabled, depending on whether the host has enabled it in their web settings to enable the feature. As part of our efforts to improve caption self-enablement, we are also working on standardizing the captioning button that appears in every meeting that is equipped with captioning. Zoom automated captioning can be managed in a number of ways. Read more about how to manage it.

There is a new Zoom add-on just released for users with paid accounts – Translated Captions. Check out this feature to learn how you can use it to bridge the language gap and connect people who speak different languages.

Allow up to 25 custom languages for interpretation 

It is possible to enable Language Interpretation in Pro, Business, and Enterprise accounts if you would like additional languages to be supported in your meetings or webinars with interpreters. This feature is available in nine standard languages, but we have increased the number of custom languages available with Zoom as well. With this new feature, you will be able to specify up to 25 different languages when scheduling a meeting or webinar. There is only one way of enabling this option and that is by enabling Enable language interpretation by default on the main menu.

Broadcast mic audio to Breakout Rooms
Broadcast microphone audio can now be broadcast to all the Breakout Rooms in a meeting, even by the meeting hosts. Meeting hosts can use this technology to provide participants with important information or reminders during a meeting without having to go to every room individually.

Contact card for meeting hosts
Is there something you want to learn about a meeting host or would like to connect with them in advance of a scheduled meeting? The Zoom desktop client allows you to view upcoming meetings on the Home or Meetings tab within the Zoom desktop client, and you can hover your cursor over the hosts’ name in order to see their contact details. The option of Chat next to the host’s name is a quick way to communicate with them, but you can also connect with them by phone, video, or SMS by selecting the relevant options. The host will be able to be added to the list of contacts if they are not already one.

Zoom Whiteboard

Our customers are using Zoom Whiteboard in a variety of ways to bring their ideas to life, which is exciting to see how they are using it. Here are a few updates that will help to open up the conversation and increase collaboration among members of the community!

Localization for all supported languages
Zoom Whiteboard now allows international teams to enjoy its out-of-meeting menus and user interface in their preferred language while participating in a meeting. In case your Zoom profile has a language option, you can simply select the language that you wish to use in the Zoom Whiteboard and, voila, there you have it.

Object and canvas context menus

You are also able to quickly access a context menu for copying and pasting an object, duplicating an object, adding a comment, and adjusting the layer for an object in Zoom Whiteboard (for example, bringing it to front, moving it back, etc.). You simply require a right click on an object in Zoom Whiteboard and all these functions will be available to you.

Hide inactive cursors
A whiteboard session will have a reduced amount of clutter in the on-screen space due to the inactivity of collaboration cursors, which are the labeled cursors of other attendees, until they become active again. There is also the option for whiteboard users to view their collaborator’s cursor when viewing a whiteboard in order to see their actual contributions.

Grant Access chat notifications

Do your whiteboard collaborators use a variety of chat solutions in order to collaborate on whiteboards? You don’t have to worry about it! A new feature has been added that allows whiteboards to be shared across Skype. However, very interesting alternatives have emerged to the well-known Microsoft Teams and Slack chats, via a “Grant Access” notification that provides a quick way for the board owner to grant access and set permissions for the requestor via the whiteboard owner.

Zoom IQ for Sales

The new features that we have introduced with this update are designed to make your sales conversations easier to navigate, as well as simplify the process of reviewing the recordings you have taken.

Topics of interest

Zoom IQ for Sales enables you to track and present the moments in meetings and calls during which your preferred topics are discussed across meetings and calls, optimizing the review time you spend on reviewing calls and discovering new insights. The admin panel allows you to customize the discussion topics that are relevant to your teams and departments by setting the topics of interest, and when reviewing a call, you can click on the appropriate topic to jump to the relevant discussion.

Automated Next Steps

Keep the momentum you’ve created during your call by automating the next steps in your process. With the help of this feature, sellers will be able to focus on the conversation and will have no excuse for forgetting the next step and stakeholder in a buying conversation and be freed to focus on the conversation. This saves sellers time and ensures they do not forget to follow up.

Hubspot and Monday CRM integrations

In addition to the Salesforce and Dynamics 365 integrations, we have added two new CRM integrations – Hubspot and Monday – to our existing integrations. In Zoom IQ for Sales you can integrate data from your CRM with conversational insights from Zoom IQ for Sales to give you a unique view of how your opportunities are doing

Zoom Contact Center

With these new features available in Zoom Contact Center, you can simplify the management of your contact center and improve the experience of both your agents and customers.

Recordings log
An administrator of a contact center can use a centralized control center to manage all of the recordings within their contact center, in order to simplify the process of managing recordings. There are now several recordings that can be selected and deleted at the same time, in order to free up storage and comply with your organization’s compliance and recording retention policies.

Enhancements to analytics

Through enhancements to their analytics and reporting systems, supervisors in contact centers are able to gain a better understanding of their operations. Among them are the following:

• Real-time analytics can now be displayed using a new waterfall chart

• There is the ability to set KPI thresholds so that managers and supervisors will be warned when service levels are approaching unacceptable thresholds

• In addition to the real-time analytics dashboard, the omnichannel overview tab provides a summary of channel usage in an executive summary format in the historical analytics dashboard while also giving you access to the real-time analytics dashboard

Integrations with third-party chatbots

The Zoom Contact Center can be used in conjunction with Google Dialogflow and Amazon Lex chatbots, so that customers can use their preferred chatbot to provide self-service to their customers through Zoom Contact Center.

Calling between Zoom Contact Center and Zoom Phone

By allowing Zoom Phone to transfer calls between contact center agents and internal employees within your organization, you can extend the quality of the customer experience across your entire organization. Agents can now connect customers with relevant subject matter experts outside the contact center, which enables them to resolve customer queries more quickly and drive first contact resolution by resolving customer queries as quickly as possible.

Contact center chat enhancements 

A Zoom Contact Center agent may invite a customer to a video call at any time during an active web chat with Zoom Contact Center, preview a customer’s chat history with Zoom before accepting the interview, share files in a video meeting, and upgrade a chat engagement to a video call.

New voice and video engagement features

Additionally, we have created features that will further enhance your customers’ voice and video experience, such as making it possible for them to add an extension number when requesting a callback, and the ability for them to participate in a video call from a mobile web browser.

The release notes for this month’s version of Contact Center offer more details on the additional features that have been added.

Zoom Events

You can now use our new features on our event platform to capture post-event analytics and continue the momentum from your event with new ways to capture post-event analytics and keep the momentum going from your event!

Event moderators can be assigned additional special roles
There are a number of additional roles that can be assigned to event moderators in order to ensure that you have additional freedom and control over your event. Among the features of this feature is the possibility of assigning a speaker to an event host.

Test Device Feature

There is the option for attendees to test their device on Zoom Events, so that the technical experience will be as smooth as possible. This test is available on the event details page in addition to the profile menu within the event lobby, and it runs in the background automatically, letting the user know whether their system meets the requirements and giving them steps to improve their performance.

Create a personal calendar by exporting itinerary events from your itinerary

If attendees create a unique itinerary for the event and export it to the calendar of their choice using an ICS file, they will be able to export individual sessions to their calendar as opposed to the entire event.

Set custom registration date
A host is now able to set a custom registration finish date and time outside of the event’s date and time to allow them to keep registration open and sell tickets so that attendees will be able to watch session recordings after the event has ended.

Zoom Events and Pardot integration enhancement

In order to gain insights into the effectiveness of their event and user behavior, Zoom Events organizers can sync real-time attendance data from their event to a selected Pardot list in order to get a better understanding of how effective their event was. Zoom Events can also be configured to send all registration responses and custom field data from Zoom Event registrants to Pardot at no additional charge.

FAQs