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Zoomtopia 2023: New offerings that

help you do your best work yet
Smita Hashim
Chief Product Officer October 3, 2023 ∙ 10 min read

Work is a big part of our lives — many of us spend half of our waking hours at our jobs.
That means we need to work on things that we find important and meaningful.

Purposeful work isn’t exclusive to what we work on, it’s also associated with how we
work. Motivation and productivity are equally tied to both, necessitating strategic
solutions that can help you reimagine your workday your way — whether that means
better collaboration with colleagues or more effective communication with customers.

Deploying the right solutions is extra important in the era of hybrid work, when it’s
harder to build the level of connection and engagement that fosters productivity. As
many of us navigate a return to the office, technology that supports inclusivity, equity,
and meaningful collaboration is the linchpin not only of a successful hybrid work
strategy but also of helping us find the sense of purpose we’re all seeking.

At Zoomtopia, we announced new solutions, innovative features, and platform

expansions that can help you streamline and simplify how you work with colleagues
and customers alike.

Making teamwork more meaningful

The Zoom platform is designed to enable seamless team collaboration throughout
your workday, whether you’re connecting over the phone, chat, or a meeting.

In meetings, someone is almost always presenting a document for review, or sharing it

over chat for input later. That’s why we’re excited to announce Zoom Docs, our AI-
powered, modular workspace for docs, wikis, and work management, all in the Zoom
platform. Coming in 2024, it will integrate with Zoom and third-party apps to help you
easily create, collaborate, manage projects, and stay organized.

Zoom Docs takes collaboration to the next level by providing the ability to tailor your
workspace to the needs of your projects and audiences. You can customize the layout
with drag-and-drop content blocks for text, tables, images, and more, and easily find

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information with folders and wiki pages. Plus, with AI built in, Zoom Docs allows you to
populate docs with content from Zoom Meetings to inform and jumpstart creation, and
Zoom AI Companion will help summarize and create information.

Zoom Docs joins our growing list of new solutions and features designed to help bring
teams together in a unified, seamless way. These recent and upcoming enhancements
are all designed to help increase employee engagement, support hybrid work, or
improve productivity:

Driving impact through intelligence

From unsurpassed sound quality to noise cancellation and auto-adjusted in-meeting
lighting, AI has been a part of Zoom’s DNA for years. It’s an essential part of our future,
too, paving the path forward for our platform as we continue to roll out generative AI
capabilities designed to help simplify the way you work.

We recently announced Zoom AI Companion, available at no additional cost with the

paid services in your eligible Zoom user account,* and have been introducing new
capabilities at a rapid pace. The latest capabilities and offerings now include:

The ability to generate ideas on a digital whiteboard and organize them into
categories, helping teams get to work faster.

Expanded access to Zoom AI Companion for certain education and

healthcare customers

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And there’s more on deck. A few more capabilities from AI Companion that you can
look forward to in the coming months are:

Chat compose for Zoom Events, where event managers will get help from
generative AI through AI-composed event email invitations and lobby chats
(available in the coming months), and sessions (available next year).

Automatically detect meeting intent in Zoom Team Chat messages and

display a scheduling button to help streamline the scheduling process.

Respond to messages quickly with suggestions to help complete sentences

and responses.

Break down complex conversations and recommend a smart reply for users
to help the conversation flow.

You can find the full list of new and upcoming Zoom AI Companion features here.

*Available for customers with the paid services assigned to their Zoom user accounts.
Zoom AI Companion may not be available for all regions and industry verticals.

Enabling flexible collaboration on a modern

platform
Employee engagement

Workvivo: Workvivo, acquired by Zoom earlier this year, is an employee

engagement and communications solution that helps strengthen company
culture by creating new ways to keep everyone connected. Having a strong
ongoing employee engagement strategy is crucial in today’s working
environments, and soon you’ll be able to access Workvivo from within the
Zoom platform.

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Hybrid work

Zoom Rooms features for better hybrid meetings: When you have a bunch of
people in a Zoom Room, it can be hard for remote attendees to identify
people by name, and meeting transcripts only list the name of the Zoom
Room, no matter who’s speaking. Our name tags feature will allow those in the
meeting room to have their name displayed along with their video. Name tags
are expected to be available in 2024.

Workspace Reservation wayfinding feature: While Workspace Reservation

has been available since 2022, we’re continuously optimizing it to support the
modern hybrid office experience. Our wayfinding feature, coming in 2024, will
provide a map showing a route to the seat that you reserved, making it easier
to find your spot for the day.

Huddles for hybrid employees: Want to recreate the water cooler effect for a
hybrid workforce? That’s where Huddles comes into play. As a virtual co-
working space, Huddles can be used to get to know your coworkers better or
to get an answer to a question quickly. With its latest feature, “my office view,”
you’ll be able to know when colleagues are in a virtual huddle or in the physical
office along with their presence and location. “My office view” in Huddles is
scheduled to be available in 2024.

Productivity

More effective meetings: There’s only so much time in the day, so making
sure you’re getting the most out of meetings is critical. We’re enhancing the
meetings experience with a revamped Meetings tab in the Zoom app, new
note-taking capabilities with Zoom Notes, and improvements to our
continuous meeting chat, bringing more of what you need together in one
place to help you stay productive and easily track your to-dos before, during,
and after meetings.

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Zoom Clips: With our new asynchronous video offering, you can easily record,
edit, and share high-quality short-form videos both internally and externally.
Zoom Clips, generally available in the coming months, helps enable clear
communication, cut back on wasted time, and accommodate collaboration
across time zones.

Zoom Scheduler: As our appointment scheduling tool, Zoom Scheduler (now

generally available) is designed to reduce the time and hassle of appointment
scheduling with people outside your organization through seamless
integration with the Zoom platform, making it easier to meet, collaborate, and
make the most of your time. Zoom Scheduler has new capabilities coming
soon, including:

The ability to incorporate unique schedules of availability per host so

teams do not have to block calendars for different teams or regions.

The ability to delegate support so that executive assistants or other

support members can book for others.

A Salesforce integration, helping you seamlessly link meeting records

from Zoom Scheduler in Salesforce automatically.

Strengthening customer relationships

Customers’ needs are ever-evolving, so our solutions — like Zoom Contact Center —
are built to keep pace and elevate the way agents work. Zoom Virtual Agent (ZVA)
joined the ranks earlier this year to deliver web and mobile support for both customers
and agents during high-traffic times, and now both are continuing to evolve to help
elevate the customer experience.

A few exciting enhancements coming soon to Zoom Contact Center and Zoom Virtual
Agent include:

Generative AI in ZVA, which empowers teams to build workflows and train

bots faster and easier than ever before.

AI Expert Assist, which serves up useful knowledge-base articles and helpful

insights during live engagements to help agents resolve customer issues
efficiently and effectively. And it isn’t just about agents, AI Expert Assist also
helps make supervisors productive by generating summaries and
automatically notifying them of the most important engagements that need
their attention.

Outbound dialer, remote desktop control, PII redaction, and Customer

Managed Key for Zoom Contact Center.

Integrations with two popular Meta digital apps, WhatsApp and Messenger,**
so agents can better meet customers where they are.

Further expanding our customer experience offerings, Zoom Workforce Engagement

Management (WEM) equips your contact center with the right number of agents at the
right times to help meet customer demands. WEM includes Zoom Quality
Management, an AI-powered customer experience (CX) tool that analyzes customer
interactions via various communication channels to unlock key business insights and
offer personalized coaching to agents.

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Quality management

**Integration availability will be announced in the coming months.

Enabling seamless workflows

No matter if you’re communicating with coworkers or customers, the ability to choose
your communication channel, application, or device goes a long way. Choice underpins
the entire Zoom platform, which is an open ecosystem designed to give you access to
whatever you need to do your best work.

Whether you’re deploying a Zoom App or one of the countless integrations on the
Zoom App Marketplace, integrating essential functionalities right into your existing
workflows helps you save time and increase productivity. A few new ways we’re helping
you embrace an open ecosystem to streamline how you work:

The expanding Zoom App Marketplace: Our marketplace continues to grow,

and now has more than 2,500 pre-built apps and integrations for customers
to discover and use.

App marketplace

Additional solutions with access to apps: You also now have the ability to run
third-party applications within Zoom Contact Center. And in the coming
months, you’ll be able to run Zoom Apps in Zoom Phone, Zoom Whiteboard,
and Zoom Mail and Calendar.

Admin authorized apps for users: Admins can curate a selected list of apps
from the Zoom App Marketplace and have them ready to use from the
moment a user signs into Zoom. By eliminating extra steps, admin authorized
apps make it easier than ever to bring your preferred apps and existing
workflows right into Zoom.

Make your workday work better for you

At work, the little things add up, requiring a lot of time and energy — the time it takes to
jump to your separate docs application when you’re on a call, compose a thoughtful
chat, or figure out the missing ingredient in your customer experience strategy. By
trimming unnecessary or overly complex tasks, you don’t just regain productivity, you
also pave the way for more strategic work.

Whether you’re bringing your docs into your communications platform, cutting out the
mundane with intuitive AI features, or simplifying workflows with integrations, the Zoom
platform is your one-stop shop for productive, meaningful work. With Zoom, you can
spend more of those 40-plus work hours building meaningful outcomes, better
relationships, and stronger connections.

To learn more about how we’re expanding and evolving the Zoom platform, check out
the breakout sessions at this year’s Zoomtopia.

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