FAQs

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.

The platform includes built-in security features such as PII redaction, customer-managed encryption keys and compliance controls to protect sensitive information.

Yes. With strong data privacy controls, recording options, analytics and audit visibility, it is well-suited to regulated environments such as finance, healthcare and the public sector.