01732 759725 24 COLLABORATION Zoom has unveiled new platform innovations underpinned by powerful AI capabilities at its annual Zoomtopia event them into categories, so teams can get to work faster. Enabling flexible collaboration on a modern platform Zoom also introduced new features on its purpose-built platform for hybrid, remote and in-office work. Delivering an exceptional employee experience in the hybrid work era that supports employees across different work styles is critical for companies to succeed, to which end Zoom has added the following innovations: n Employee engagement: Workvivo, acquired by Zoom earlier this year, is an employee engagement and communications solution that provides new ways to keep employees informed, engaged and connected in today’s hybrid world. Having a strong ongoing employee engagement strategy is crucial for today’s distributed workforces, which is why Workvivo users will be able to access Workvivo right in the Zoom desktop client in the coming weeks. n Hybrid work: As well as suggesting where people can sit to be close to key collaborators, Workspace Reservation will be adding a Wayfinding feature next year that provides a map to the reserved seat and allows users to review their path on their mobile device when they’re in an unfamiliar office location, making it easier to find their desk. In addition, Zoom has introduced presence indicators and location information with My Office View, so users know when the colleagues they collaborate closely with are in a Huddle virtual coworking space or in the physical office. My Office View in Huddles is scheduled to be available in 2024. n Collaboration: Zoom has streamlined the pre-meeting process with products like Calendar, Mail, Team Chat and, most recently, Zoom Scheduler. Now, with the latest features available in Zoom Scheduler, users can incorporate single-use booking links to maintain control of their calendar, add customised booking page logos to offer a consistent brand experience and add multiple account support so that users can check availability across multiple accounts like their work and personal calendars. Coming soon, users will be able to incorporate unique schedules of availability per host so users do not have to block calendars for different teams or regions, delegate support so that executive assistants or other support members can book for others and integrate Salesforce with Scheduler to seamlessly link meeting records from Zoom Scheduler in Salesforce automatically. Strengthening customer relationships Zoom is also improving its AI-powered customer experience (CX) solutions to make sure that customer-facing teams, no matter where they are located, have what they need in one place to support and engage with customers. New innovations include: n Customer support agents and supervisors: With AI Expert Assist, generative AI listens, adapts and presents real-time outputs that help streamline contact center workflows. For agents, it leverages natural conversation language to provide contextual, real-time actions and auto-surface useful customer and knowledge base information. For supervisors, it provides actionable suggestions to help reduce the cost of manual efforts and avoid missed improvement opportunities. Agent features will be available by the end of this year, and supervisor features in Q1. In the coming months, Zoom Virtual Agent and Zoom Contact Center will integrate with WhatsApp and Messenger so that agents can communicate with customers via their preferred channels. n Event managers: Event managers will receive better support around event prep and live event execution with the help of generative AI in Zoom Events through AI-composed event email invitations and lobby chats (available in the coming months) and sessions (available next year). www.zoom.com One platform delivering limitless human connection is how Zoom describes its platform following a raft of new AIpowered enhancements announced at Zoomtopia 2023. The big announcement was Zoom Docs, a next-gen way of collaborating, built from the ground up with AI at its core that is scheduled to be generally available in 2024. Zoom Docs is a flexible, modular workspace that tightly integrates with Zoom and thirdparty apps, making it easy for teams and individuals to create, collaborate, manage projects and stay organised. It includes traditional document capabilities, as well as wikis and dragand-drop content blocks for tables, charts and images. Users can also leverage Zoom Docs’ AI-powered functionality to populate documents with content from Zoom Meetings, generate content with Zoom AI Companion (see below), summarise content quickly, easily search documents and more. Zoom AI Companion The recently announced Zoom AI Companion, the company’s generative AI digital assistant, has been enhanced with a new Whiteboard capability and is expanding to new industry customers with the introduction of Meeting and Team Chat summarisation capabilities to Zoom higher education and healthcare customers. Unlike similar offerings that cost $30 or more per user, per month, AI Companion is included at no additional cost for paid users on eligible accounts. Zoom AI Companion helps users catch up on already-in-progress meeting discussions, summarise long chat threads, compose emails in Zoom Mail, and more. Now, AI Companion can also help generate ideas on a digital whiteboard and organise Zoom in a flash
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