Zoom Contact Centre

Zoom Contact Centre is an AI-native, omnichannel cloud contact centre platform that brings customer interactions, data and teams together in one connected environment. It supports voice, chat, messaging and digital channels while maintaining customer context across every touchpoint. Built as part of the wider Zoom CX ecosystem, it integrates natively with Zoom Phone, Zoom Workplace and business systems to create a single, unified platform for customer engagement.

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Zoom Contact Centre Example on Computer Screen
Zoom Contact Centre Agent

Why Choose Britannic for Zoom Contact Centre

We genuinely believe customer experience should be a competitive advantage, not a compromise. We’re trusted by organisations to deliver Zoom Contact Centre because we go beyond implementation, we care deeply about how the platform supports your customers, your agents and your wider business. As a highly accredited Zoom partner, we bring deep expertise across Zoom Contact Centre, Zoom Phone and AI-driven CX, but it’s our collaborative approach that sets us apart. We work side by side with your teams to understand your customer journeys, remove friction, and build a contact centre that evolves with you, delivering long-term value rather than short-term fixes.

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Zoom Contact Centre Features & Capabilities

AI-Native Omnichannel Engagement

Zoom Contact Centre supports voice, chat, SMS and digital messaging within a single platform, allowing teams to manage interactions across channels without losing context. AI is built in from the start, acting across routing, assistance and analytics rather than being bolted on later.

Connected Customer Journeys

Customer context and interaction history are preserved across every touchpoint, enabling smooth handoffs between channels and teams. This ensures agents always see the full picture, regardless of how or where a customer engages.

Intelligent Routing & Automation

AI-driven routing uses intent, context and availability to direct interactions to the most appropriate agent or expert in real time. Agentless voice diallers and IVR workflows allow customers to self-serve or escalate when needed.

AI Expert Assist & Agent Guidance

Built-in AI Expert Assist supports agents during live interactions with real-time guidance, suggested actions and knowledge surfacing. This helps agents stay focused and consistent, especially during complex or high-pressure conversations.

Supervisor Tools & Live Monitoring

Supervisors gain real-time visibility through live dashboards and AI alerts, allowing them to monitor queues, intervene when needed and coach agents effectively. The platform also uses AI to proactively identify risk signals such as overload or burnout.

Analytics, Reporting & Insights

Zoom Contact Centre provides real-time and historical reporting across all channels, with role-based dashboards for agents, supervisors and leaders. Data can also be exported or integrated into wider business intelligence tools via APIs.

Enterprise-Wide Orchestration

Customer journey data is unified across Zoom Contact Centre and Zoom Phone, creating a single view of interactions across the organisation. CRM and ticketing system data is surfaced directly within the agent desktop to reduce app switching.

Open Integrations & Extensibility

The platform integrates with CRM systems, business applications and nearly 3,000 Zoom Apps and integrations. Open APIs allow organisations to connect Zoom Contact Centre into their wider technology ecosystem with minimal complexity.

Zoom Contact Centre Dashboard example

Zoom Contact Centre Licence Comparison

License Capability
Essetials
Premium
Elite
Inbound Voice Tick Mark Tick Mark Tick Mark
Inbound Video Tick Mark Tick Mark Tick Mark
Inbound Chat & SMS Tick Mark Tick Mark Tick Mark
Email (Digital Channel) - Tick Mark Tick Mark
Social Channels - Tick Mark Tick Mark
Outbound Diallers (Preview / Progressive) - Tick Mark Tick Mark
Flow Editor & IVR Tick Mark Tick Mark Tick Mark
Real-time Transcription Tick Mark Tick Mark Tick Mark
CRM & CTI Integrations (Salesforce, Zendesk, ServiceNow, Microsoft) Tick Mark Tick Mark Tick Mark
Surveys & Voice of the Customer (VoC) Tick Mark Tick Mark Tick Mark
Data Privacy & PII Redaction Tick Mark Tick Mark Tick Mark
Customer-managed Encryption Keys Tick Mark Tick Mark Tick Mark
Co-browse - Tick Mark Tick Mark
AI Companion Tick Mark Tick Mark Tick Mark
AI Expert Assist - - Tick Mark
Advanced Quality Management - - Tick Mark
Workforce Management (WFM) - - Tick Mark

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Get In Touch To Discuss Your Zoom Contact Centre Options
Business Benefits of Zoom Contact Centre
  • Creates a single view of the customer so teams always have the right context, reducing repetition and frustration for customers.
  • Shortens response times across channels by connecting customers to the right agent or expert more quickly.
  • Improves consistency of service by keeping interactions, data and workflows aligned across voice and digital channels.
  • Reduces pressure on agents through AI support, better visibility and smarter workload management.
  • Helps teams work more confidently by surfacing customer information and guidance at the moment it’s needed.
  • Improves decision-making with real-time insight into queues, demand and performance across the contact centre.
  • Supports growth without disruption by allowing new channels, agents and capabilities to be added as needs change.
  • Simplifies operations by reducing the number of systems agents and supervisors need to work across.
  • Strengthens data security and compliance by protecting sensitive customer information throughout interactions.
  • Aligns customer experience with the wider business by integrating seamlessly with telephony, CRM and collaboration tools.
Zoom Contact Centre FAQ’s
Talk to us About Zoom Contact Centre

Get in touch with Britannic to explore how Zoom Contact Centre can transform the way you engage with customers, streamline interactions across multiple channels, and deliver a more responsive, professional experience with a solution tailored to your business needs.

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