Date: 17th March 2026 | 10 AM GMT
Location: Virtual
From Reactive to Proactive CX: How Zoom Transformed its Own Contact Center with AI
Delivering personalized, always-on customer experiences at scale is one of the biggest challenges facing CX leaders today.
In this session, Zoom shares how it transformed its own contact center by connecting people, data, and AI. Learn how Zoom Virtual Agent autonomously resolves complex issues, improves customer satisfaction, and reduces live agent escalations.
You will also hear how AI and analytics can help teams move beyond reactive service, turning customer intelligence into proactive engagement and measurable business impact. Plus, get a sneak peek at new Zoom Virtual Agent capabilities coming later this year.
Author: Zoom
Reviewed by: Robyn Coppell
Published On: 25th Feb 2026
Read more about - Call and Contact Centre Events, Zoom
