Desde el estallido de la pandemia de Covid-diecinueve el año pasado y la precisa adopción de la cooperación por vídeo, Zoom se ha transformado en la contestación de vídeo preferida para muchas empresas. En el acontecimiento Zoomtopia de esta semana, la compañía explicó de qué forma planea aprovechar su éxito reciente, revelando un sinnúmero de nuevos productos, capacidades y actualizaciones diseñadas para robustecer todavía más su base de clientes del servicio.</p><h2>¿Vídeo en el centro de contacto?</h2><p>La compañía de diez años resaltó lo que considera su mayor avance: el lanzamiento de un centro de contacto de vídeo basado en la nube en dos mil veintidos que "conectará a las organizaciones con sus clientes del servicio de nuevas formas", conforme Heidi Elmore, gerente de UCaaS en Zoom. .
Elmore, in a briefing before Zoomtopia began, argued that contact center innovations typically focus on improving agent productivity, answering more calls in less time, which means agents have enough information. to answer questions. Adding video to a contact center allows agents to “connect with empathy” and build relationships and trust with customers of the service. (As a part of this push, Zoom acquired cloud contact center Five9 in July for €XNUMX billion.) The company plans to mechanize the call delivery workflow, he said. "We'll help mechanize planning for video interactions, a waiting room experience, and obviously to make this average common experience simple in a Zoom way. So after the call, we'll help mechanize follow-up with things like surveys or follow-up work,” Elmore said. Zoom plans to offer a set of call center templates that will be industry specific, such as healthcare, and will also include analytics and management capabilities to help organizations increase productivity. Mike Fasciani, a senior research manager at Gartner, said Zoom will need to reinvent video-based customer experiences if it is to be successful in contact centers. “Just adding a video alternative Calling one's own customer service engagement through a contact center application will not elicit much interest from companies using traditional contact centers. Fasciani also noted that contact center agents work in different conditions around the world, environments that may not always look appealing on video. As a result, Zoom must create virtual user experiences for specific scenarios where adding Video offers real business value. “Adding video to virtual doctor visits makes sense because the doctor and patient can see each other,” Fasciani said. that the doctor can get a better reading of health, emotions, etc. patients”, he stated, adding that the video could be useful in other areas, such as banking, virtual courts or municipal assemblies.
Video conferencing benefits from better transcription support
Meeting transcription capabilities are becoming the norm for many video conferencing platforms. Mas Zoom is after this curve in particular. Although Pro Zoom and Pro Otter.ai users have had access to transcripts since XNUMX, frequent users have had to wait. As of today, Zoom now supports real-time translation capabilities, "bringing together multiple languages and multiple people," according to Jeff Smith, manager of Zoom Rooms. “We are delighted with how this not only expands language barriers, but we think this will also add inclusion for people who may be in noisy environments, and not always able to hear the spoken word,” Smith stated. “It is also a part of our expanding inclusion sacrifices for those with different abilities. listening skills.” In an opening statement at Zoomtopia, Zoom officials stated that the platform plans to add twelve languages to its translation capabilities over the next year and thirty languages to transcription. Another addition to the upcoming assembly is a "personal assistant" known as the Zoom Widget.It is developed to provide greater transparency in meetings, allowing callers to see who has attended a meeting before joining, inform a host if they are late, and on the When an assembly is long, check if a user's next assembly has started and who has already joined.
For the hybrid office, Zoom Rooms Smart Gallery
Zoom Expands Availability of Zoom Rooms Smart Gallery, Its Assembly Focus to Create a Connecting Experience for Hybrid Meeting Attendees, Wherever They Are. The result is that remote participants can see the assembly participants more clearly and will be able to participate more naturally. As assembly participants move around the room, the camera will follow them, making distant participants feel like they are in the assembly. The new and improved Smart Gallery can also process audio to highlight who is speaking and examine the chat stream to identify the best video angle to view participants. "It's like having a virtual manager in the room," Smith said.
Zoom Whiteboard Beta Coming Soon
Surely the most anticipated update at the assembly is going to be the new Zoom board, which is expected to be free in beta later this year.
![Zoom de pizarra]()
Zoom Zoom on whiteboards.
Described by Smith as "a modern collaborative chart, allowing visual cooperation to persist," users can create whiteboards inside or outside of a meeting invite, allowing others to develop their ideas and control access to internal collaborators. and external.
The blackboard is generally used to produce ideas and visualize complex ideas; The Zoom version includes shapes and connectors to illustrate the relationship between thoughts, sticky notes to highlight ideas, comments to produce discussions, and a detailed version history so that participants can track changes and see who contributed to the table.
Fasciani expects this to resonate well with customers of the Zoom service, especially in hybrid work arrangements where a shared visual chart can be particularly useful. "The physical whiteboard is often cited as a missing factor when meeting participants can't all sit together in the same room," he said. “The digital whiteboard has become a standard requirement for cooperating with remote colleagues. While Zoom's whiteboard plans are a step in the right direction, Fasciani said the company will need updates over the next XNUMX months to catch up with the leaders in the space. By highlighting what's to come, Zoom can make customers of the service rethink any plans to use third-party options, he said.
The new whiteboard tool will work on hardware that can now be accessed by Zoom, including Zoom desktops, mobile devices, and rooms.
Zoom has also partnered with Oculus Horizons to integrate Zoom meetings and whiteboards into the Horizon Workrooms experience. According to Smith, the integration is built to make it easy to use the Zoom whiteboard effectively without a large screen.
“In the Oculus Horizons Workrooms experience, the Zoom whiteboard can be accessed from the user's physical desktop, using the remote control to compose directly on the table surface in front of you,” he said. "It gives a tactile sensation of writing in this completely virtual environment."
The whiteboard can also be accessed from the front of a virtual room, giving users a bigger picture. The whiteboard can be placed against a real physical wall, which means that it can mimic the feeling of writing when a user "types" with the remote control.
Although Oculus Horizon Workrooms has received mixed reviews, Fasciani doesn't think the Oculus integration is a bridge too far. “We are seeing increased interest from buyers seeking AR/virtual options.
Hot-desking for the hybrid desktop
It is increasingly recognized that after Covid-5, many employees are no longer going to be in the office XNUMX days a week. The hybrid work model (part office, part remote) has gained traction among companies that see it as a viable alternative.
![zoom escritorio caliente]()
Zoom Zoom hot desking is developed for the hybrid workplace. With that in mind, Zoom introduced a hot desking feature that lets employees reserve desks and spaces in your office. The solution can be accessed through a browser app and lets people book offices via an interactive map. Zoom's built-in intelligence helps employees choose a seat based on their individual preferences, situation, or the presence of other team members in the office that day. This information is communicated through Zoom Rooms devices to turn the desktop into a fully customizable personal device that lets users mirror their home office setup on their office desktop. The company also pushed a number of additional features and updates, including:
- Zoom Events Conference: An events platform that lets hosts organize multi-day multi-track events with rich features including lobby, chat, networking, sponsors, polls, recordings, analytics, and more. It is developed to offer hosts and attendees a customizable, engaging and connected virtual event.
- Zoom apps: Designed to optimize assembly workflows, Zoom applications (initially introduced in July) will be free on the platform by the end of this year; They include Zoom apps for webinars, Zoom apps for mobile devices, and immersion apps for better cooperation.
- Zoom chat overview: A visual channel design developed to give teams a sense of connection while working virtually. Channel members will be able to choose a unique virtual background, chat, easily see who is on the channel and also quickly identify if they are busy or free.
- Zoom Phone Video Voicemail Messages: Developed to provide a more tailored alternative option for voicemail messages, this lets users leave video messages to their colleagues in their voicemail inbox.
- Zoom Continuous cooperation: Designed to facilitate cooperation, these planned enhancements will make it easier to share files, recordings, and chats from Zoom Meetings to Zoom Chat.
![Centrarse en los eventos]()
Zoom Zoom Events Conference lets hosts organize multi-track events over multiple days.
<p>Copyright © dos mil veintiuno IDG Communications, Inc.</p>
Zoom Zoom on whiteboards.
Described by Smith as "a modern collaborative chart, allowing visual cooperation to persist," users can create whiteboards inside or outside of a meeting invite, allowing others to develop their ideas and control access to internal collaborators. and external.
The blackboard is generally used to produce ideas and visualize complex ideas; The Zoom version includes shapes and connectors to illustrate the relationship between thoughts, sticky notes to highlight ideas, comments to produce discussions, and a detailed version history so that participants can track changes and see who contributed to the table.
Fasciani expects this to resonate well with customers of the Zoom service, especially in hybrid work arrangements where a shared visual chart can be particularly useful. "The physical whiteboard is often cited as a missing factor when meeting participants can't all sit together in the same room," he said. “The digital whiteboard has become a standard requirement for cooperating with remote colleagues. While Zoom's whiteboard plans are a step in the right direction, Fasciani said the company will need updates over the next XNUMX months to catch up with the leaders in the space. By highlighting what's to come, Zoom can make customers of the service rethink any plans to use third-party options, he said.
The new whiteboard tool will work on hardware that can now be accessed by Zoom, including Zoom desktops, mobile devices, and rooms.
Zoom has also partnered with Oculus Horizons to integrate Zoom meetings and whiteboards into the Horizon Workrooms experience. According to Smith, the integration is built to make it easy to use the Zoom whiteboard effectively without a large screen.
“In the Oculus Horizons Workrooms experience, the Zoom whiteboard can be accessed from the user's physical desktop, using the remote control to compose directly on the table surface in front of you,” he said. "It gives a tactile sensation of writing in this completely virtual environment."
The whiteboard can also be accessed from the front of a virtual room, giving users a bigger picture. The whiteboard can be placed against a real physical wall, which means that it can mimic the feeling of writing when a user "types" with the remote control.
Although Oculus Horizon Workrooms has received mixed reviews, Fasciani doesn't think the Oculus integration is a bridge too far. “We are seeing increased interest from buyers seeking AR/virtual options.
Zoom Zoom hot desking is developed for the hybrid workplace. With that in mind, Zoom introduced a hot desking feature that lets employees reserve desks and spaces in your office. The solution can be accessed through a browser app and lets people book offices via an interactive map. Zoom's built-in intelligence helps employees choose a seat based on their individual preferences, situation, or the presence of other team members in the office that day. This information is communicated through Zoom Rooms devices to turn the desktop into a fully customizable personal device that lets users mirror their home office setup on their office desktop. The company also pushed a number of additional features and updates, including:
Zoom Zoom Events Conference lets hosts organize multi-track events over multiple days.