Zoom Contact Center Overview

Zoom Contact Center is Zoom's cloud-based, enterprise-grade omnichannel contact center solution designed to meet customer engagement needs for businesses of any size. It integrates seamlessly with Zoom's unified communications platform to enhance customer experiences through prompt and personalized service.

Key Features and Capabilities

Multi-Channel Support

Zoom Contact Center delivers service across a comprehensive suite of channels including:

• Video calls
• Voice (phone) calls
• Email
• SMS messaging
• Social media
• Web chat
• AI-powered Virtual Agent

   

  Service Models

  The platform supports two primary service modes:

  • Native Voice Service: Built-in telephony capabilities
  • Bring Your Own Carrier Premises-Peering (BYOC-P): Integration with existing carrier infrastructure

     

    Architecture and Design

    Zoom Contact Center features an active-active architecture designed for reliability and resiliency. The solution replaces traditional on-premises telephony systems with a cloud-based architecture that includes an intuitive, web-based admin interface for managing settings, policies, and Flows.

     

    Add-On Solutions

    The Zoom Customer Experience suite includes several complementary products:

     

    Workforce Engagement Management

    • Zoom Workforce Management: AI-powered tools for forecasting contact volume, scheduling, and predicting agent workloads
    • Zoom Quality Management: Tools for monitoring and improving service quality
    • Zoom AI Expert Assist: AI-driven assistance for agents
    • Zoom Virtual Agent: Automated customer service capabilities

       

      Security and Integration

      Security Features

      Zoom Contact Center includes robust security measures with encryption for audio and video data-in-transit between Zoom clients and the Zoom Cloud, ensuring secure customer interactions.

       

      Integration Capabilities

      The platform offers:

      • CTI-enabled CRM integrations
      • Access to the Zoom App Marketplace for extended functionality
      • Seamless integration with Zoom Phone for a unified communications experience

         

        Benefits

        Zoom Contact Center enables organizations to:

        • Efficiently manage customer interactions
        • Streamline workflows across teams
        • Enhance collaboration organization-wide
        • Boost efficiency through AI-driven features
        • Build stronger, more meaningful customer relationships

          The solution combines the ease and simplicity of the Zoom platform with advanced contact center capabilities, featuring intelligent routing that improves agent productivity and guides customers to faster resolution 24/7.

           

          Resources : 

          https://www.zoom.com/en/products/contact-center/

          https://www.zoom.com/en/blog/introducing-zoom-contact-center/

           

          Kindly reach out if you have any queries regarding this. 

           

          Happy Zooming

Hey All,

After upgrading to ZR version 6.6 it looks like HDMI content isnt able to be shared into Zoom via the Crestron HDMI Converter on a UC Engine. Since min version was just enforced, I can no longer downgrade to a 6.5.x version.  Has anyone else see this?

thanks

hi Zoomies. 

I didn't see a topic area for AIEA, so i am posting here in ZVA. 

I am setting up a simple chat flow and queue as a customer entry point for general inquires.

 The queue will have the Expert Assist enabled (KB and NBA).   Since you can only have one AIEA instance assigned to a queue.   AND, since each AIEA can only have one Intent Group. (I think)

Then, if your queue is for general inquiries,  won't your Intent Group have to be very broad (and possibly large).

I'm hoping someone can tell me I'm missing something.   In a perfect world, it would be nice if I could assign multiple Intent Groups.