FAQs

Zoom Contact Centre is an AI-native, cloud contact centre platform that brings voice, digital channels, data and teams together in one connected environment for customer engagement.

Yes. Zoom Contact Centre is fully cloud-native and delivered as a CCaaS solution, with no on-premises infrastructure required.

Zoom Contact Centre supports voice, video, chat, SMS, email and social channels, depending on the licence tier, all managed through a single agent desktop.

Yes. AI is built into the platform and supports routing, transcription, AI Companion, Expert Assist, quality management and workforce optimisation, depending on the licence.

Essentials focuses on inbound omnichannel CX, Premium adds outbound and digital channels like email and social, and Elite includes advanced AI, quality management and workforce management.

Yes. Zoom Contact Centre integrates natively with Zoom Phone, allowing organisations to unify customer journeys, reporting and telephony across the business.

Yes. It integrates with platforms such as Salesforce, Zendesk, ServiceNow and Microsoft, surfacing customer data directly in the agent desktop.

Yes. Zoom Contact Centre scales from smaller teams through to enterprise contact centres, with flexible licensing and the ability to start simple and expand over time.

Yes. Agents and supervisors can work from anywhere using a browser-based interface, with real-time visibility into queues, performance and interactions.

Yes. Outbound diallers (preview and progressive) are included in Premium and Elite licences to support proactive customer engagement.