Agent Desktop Deployment Options

This guide covers the various agent desktop deployment options that can be used for Zoom Contact Center (ZCC).

Zoom CX provides multiple agent desktop deployment options to meet your Zoom Contact Center business requirements. Common contact center functions, such as screen pop and call logging are available for all deployment options.

Whether you need a simple integration with your CRM, a custom web application embedded in the agent desktop, or advanced event-driven integrations using Flow Events or API Webhooks, Zoom CX has the flexibility to support your needs.

By understanding your specific requirements and leveraging the appropriate tools and integrations, you can create a seamless and efficient contact center experience for your agents and customers.

Integration Examples

A very common question our customers ask is, "Can Zoom Contact Center integrate with my [insert system here]?" The answer isn't usually a simple yes or no.

Here are some customer integration examples:

• I need my human agent to live inside another application

• I need my human agents to have screen pops and click-to-call capabilities with my CRM

• I need my voice IVR to do a database dip into my system and provide self-service information

• I need to handle credit card payments and integrate with my banking system

• I need my AI chatbot to understand specific details about my business

• When an agent talks to a customer, I want the contact center system to automatically display contextual information to help the agent

Each of these examples requires a different approach to integration. It's crucial to understand the business requirements in order to answer questions and design the right Contact Center for your business. Which feature(s) is/are required for your integration?

Keep reading for more information about these deployment options.