Zoom Ushers the Self-Improving Contact Center with Latest CCaaS Innovations

Zoom made two significant additions to the Zoom Contact Center at Enterprise Connect 2026, ushering the self-improving contact center. 

First, it launched CX Insights, a new intelligence layer that runs across its contact center, workforce engagement management (WEM), and virtual agent solutions. 

That intelligence layer takes structured and unstructured data across the applications and allows contact center leaders to interact with it like a GPT.

In doing so, CX Insights acts like an AI analyst that contact center leaders converse with to unpack contact center performance trends, evaluate the root causes of issues, and seek recommendations for improving contact center journeys.

Second, the enterprise communications giant announced Customer Workflow Orchestration in Zoom Contact Center, tabled for general availability later this month. 

The solution allows users to map out customer journeys across systems, channels, and teams via natural language prompts alone. 

These journeys don’t need to start with a front-end AI agent or IVR. Zoom also ingests signals from various other enterprise systems, such as a CRM or ERP solution, allowing the contact center to design proactive service experiences.

Contact centers can combine CX Insights and Customer Workflow Orchestration to design improved customer journeys.

For instance, a contact center leader could ask CX Insights: “Where is journey X breaking down?” And then use that intelligence to inform new workflows.

Yet, that’s just the beginning. As Zoom builds out these solutions, it strives to deliver a self-improving contact center. 

Zoom’s Vision for a Self-Improving Contact Center

Ultimately, the goal is for the Zoom Contact Center to automatically surface customer journey insights, proactively recommend journey improvements, and, with leadership approval, adjust orchestrated workflows.

In this sense, Zoom beckons the self-improving contact center, according to Chris Morrissey, GM & Global Head of CX Sales & GTM at Zoom. 

“Here’s the direction we’re heading: the system provides the recommendation, shows you the analysis, and then lets you approve it so it can implement the change for you.”

Chris Morrissey

GM & Global Head of CX Sales & GTM at Zoom

As a result, the contact center heals itself, with a human in the loop for oversight. That’s a compelling vision, which Morrisey believes Zoom can bring to market more quickly than competitors.

“People ask us how we’re innovating so fast. The reason is that we don’t have technical debt,” he said. “We’re not trying to take something that was born on-premise, move it to the cloud, and then stitch together a unified experience across multiple legacy systems. We have everything natively built on one stack with a shared data layer.”

Over time, Zoom will continue to extend its customer data layer, pulling data from beyond the contact center to better power CX Insights and enable more personal experiences.

Zoom Advances Agent Assist Solutions 

Alongside the self-improving contact center, Zoom took steps to advance agent assist, shifting the technology from guidance to action.

Currently, most solutions offer next best actions to live agents to help them resolve queries. Yet, Zoom AI Expert Assist 3.0 now offers to take those actions on behalf of agents. 

Such actions may include updating records, alerting colleagues, or completing follow-up processes. Yet, contact centers can also create their own use cases.

To do so, contact centers may engage in a quality monitoring initiative, spot repetitive processes that agents complete, and ensure AI offers ‘hands-on’ support at appropriate moments.

Interestingly, leaders can track whether service representatives are collaborating with AI or still doing tasks themselves to monitor user adoption and ensure value. 

More Zoom Contact Center Announcements

A week before Enterprise Connect 2026, Zoom announced Zoom Virtual Agent (ZVA) 3.0. 

The Virtual Agent 3.0 takes action across applications to help automate more complex customer queries, instead of only sharing information.

Critically, it also leaves an audit trail for governance, allowing contact center and IT leaders to understand why the agent took particular actions. That safeguards performance, enabling service teams to scale faster. 

Yet, at Enterprise Connect, Zoom shared two more significant evolutions relating to ZVA. 

First, it announced unified quality oversight for human and virtual agents, giving contact center leaders a single view into how critical customer outcomes differ depending on the type of agent handling the interaction.

Second, Zoom added many integrations across CRM, HR, productivity, and collaboration solutions. As agent-to-agent communication models improve, ZVA may connect with agents in these apps to automate more of the resolution flow. 

Alongside ZVA, Zoom announced:

• A New Agent Desktop: Zoom has redesigned its desktop to improve access to customer context, enhancing the customer history tab with AI-generated conversation summaries and threaded cross-channel interaction histories.
• Real-Time Translation (Voice & Video): As another addition to AI Expert Assist, Zoom launched speech-to-speech translation across voice and video, allowing customers and agents to converse in ‘real time’. It already offers live translation across digital channels.
• Self-Healing Intraday: Zoom Workforce Management (WFM) now automatically adjusts forecasts and staffing levels across the workday accordingly. As such, planners can proactively manage peaks in demand and shrinkage.
• Agent Mobile for Zoom Contact Center: With a Zoom Contact Center app now available on IOS and Android, employees can engage with customers from anywhere, supporting informal, distributed customer support models. 

In addition to its CCaaS announcements, Zoom introduced its new-look AI Companion at Enterprise Connect, spearheading its vision to become a system of action. 

The news helped reposition Zoom as a HQ for hybrid human-AI work, receiving much media attention.

Nevertheless, the contact center releases are also significant, underscoring Zoom as a visionary within a crowded CCaaS market.