Summary Bullets:

• New Zoom CX features are noteworthy for their value and symbolize the rise of Zoom.
• The features connect two key trends – the arrival of agentic AI and the transformation of contact centers.

Earlier this month, Zoom announced new features that are noteworthy for the value they add to its customer experience (CX) platform, Zoom CX. However, the real headline is that the features sit at the intersection of two key trends – the advent of agentic AI and the transformation of contact centers – and are emblematic of the rise of Zoom as a competitor.

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