July 29, 2026 • 6 min read
Zoom Aims to Transform Contact Center Analytics with an ‘Agentic Intelligence’ Layer
Director of Content & Market Research
July 29, 2026
Zoom has enhanced CX Insights, its contact center analytics solution, establishing what it describes as an “agentic intelligence layer” across its CCaaS platform.
The enterprise communications stalwart launched CX Insights in March as an alternative to conventional contact center reporting and conversational intelligence solutions that splinter insights.
Instead, Zoom CX Insights establishes a single layer of intelligence that covers interaction transcripts, metrics, and operational data, which users can then query in natural language.
As a result, users can immediately surface data from across the contact center, run analyses, and identify what requires their immediate attention.
Consider the contact center use cases for this:
- A planner can ask: What type of contact is driving this peak in demand?
- A supervisor can ask: Who on my team needs the most help right now?
- A manager can ask: How did my latest virtual agent update affect performance?
AI connects the dots to deliver answers drawn from the full scope of a contact center's data and conversations, not just what's stored in dashboards or uploaded to the CRM.
Yet, the use cases also expand beyond customer support. For instance:
- Marketing leaders can query CX Insights to gather qualitative feedback from customers regarding their latest campaign.
- Sales leaders can find out what customers say about competitors - good and bad - to improve their customer conversations.
- Product research can drill down into customer complaints about a product and make tailored improvements.
For a long time, industry figureheads have lauded the value in unearthing and democratizing contact center insights. CX Insights aims to simplify that process.
Yet, critically, it can also make recommendations.
A CX leader may ask questions such as: What can I do to improve first contact resolution? Or, where can I improve the self-service experience to lower escalations? CX Insights then weighs up the data and prescribes solutions.
When first announced, Chris Morrissey, GM of Zoom CX, teased what was next in an interview with CX Foundation.
“The goal is to take a recommendation (from CX Insights) and say: ‘Go do it.’”
The latest additions to Zoom CX pull that idea closer to reality.
Zoom Embraces ‘Agentic Intelligence’
Since March, Zoom has made several significant updates to CX Insights, bidding to transform its contact center intelligence layer into an ‘agentic intelligence’ layer.
To understand what Zoom means by ‘agentic intelligence’, it’s first critical to understand the definition of agentic AI.
Essentially, agentic AI is a form of AI that reasons on data points, adapts, and then fulfills a task.
With new features, including memory, Zoom CX Insights now adapts its responses and analysis to a specific user and their previous conversations.
Dhivya Rajprasad, Lead Product Manager for CX Analytics & Insights at Zoom, heralded this as the foundation of an agentic intelligence layer for customer support.
“Zoom CX Insights was already differentiated… Agentic capabilities extend that foundation further: now CX Insights can hold that intelligence across sessions, build on prior work, and guide every type of user toward the right analysis.”
In the future that Morrissey prophesied, CX Insights may not only guide the user and tailor recommended actions but also offer to perform those actions.
Still, that’s to come. Yet, the updates shared by Zoom in a company blog post, and summarized below, beckon it closer.
1. CX Insights Has a Memory
The first update gives the solution a memory. So, if the user wants to ask a follow-up question to one posed days before, CX Insights remembers. There is no longer the need to repeat the previous questions to unlock new insights.
Here’s an example. Say the user told CX Insights they have a target FCR rate of 80%. After - when they ask: are we on target to meet FCR this week? - it will remember that target and provide an appropriate response.
2. CX Insights Includes Guided Discovery
Contact center leaders often know when something is wrong, but don’t always know the best questions to ask. Guided discovery helps steer the user.
For example, a workforce management (WFM) leader might ask: "Something seems off with my schedule efficiency on Wednesday afternoon." CX Insights could respond: "Would you like me to compare handling times and attendance rates for Wednesday afternoons against the weekly average?"
According to Zoom, the result is an experience that feels more like collaborating with a coworker than interacting with a question-and-answer bot.
3. CX Insights Groups Analyses Into Projects
When using ChatGPT or Gemini, users typically have to scroll through pages of conversation logs to reflect on previously scoped insights.
To stop this happening in CX Insights, Zoom now offers Projects, a feature that allows users to group insights into a named folder, whether that’s “Virtual Agent Performance”, “Customer Intent Analysis”, or something entirely different.
Ultimately, this gives contact center analytics initiatives structure, with projects able to be shared across the organization for teams to collaborate on.
4. CX Insights Supports Additional Languages
CX Insights now supports 18 languages across its interface and responses, making the solution more accessible to global contact centers and enabling teams to share insights worldwide.
It also provides live transcripts and translations, helping contact center teams centralize insights and distribute learnings more effectively across the organization.
What About Revenue Intelligence?
CX Insights isn’t the only analytics solution Zoom offers. The vendor also sells the Zoom Revenue Accelerator for revenue intelligence, targeting sales teams.
At its heart is a natural language interface that sales leaders can use to extract conversational insights.
The company recently shared plans to further advance the solution with the acquisition of Common Room. It pulls in other product usage, website behavior, and other buying signals.
Soon, it may operate similarly to CX Insights.
There’s also an opportunity for Zoom to combine CX Insights and Revenue Accelerator to deliver revenue intelligence across both sales and service, uncovering insights throughout the customer lifecycle.
By combining customer acquisition and retention signals, Zoom could build a comprehensive Revenue Operations (RevOps) solution within its rapidly expanding platform.
Whether it goes that route is another question. Nonetheless, it’s an exciting possibility and one not out of the question.
After all, as Ben Neo, Head of Zoom CX Sales EMEA, recently told CX Foundation, one of the company’s biggest differentiators is in how “innovations don't stay isolated; they often bleed over and enhance other parts of the platform as well.”