Agent Deployment Options

Zoom CX offers four agent desktop deployment options: Zoom Workplace App, Progressive Web App (PWA), CRM CTI Connectors, and ZCC Smart Embed Integration.

Supported Features

The table below lists the channel support for each deployment option.

Deployment Options	Supported OS	Supported ZCC Channels	AI Companion	AI Expert Assist
Zoom Workplace desktop app	Windows, Mac	Voice Video SMS Web chat Social messaging Email	Included in all licenses	Included with Elite and AI Expert Assist add-on license
CRM CTI Integrations	Web	Voice Video SMS Web chat Social messaging	On the roadmap	On the roadmap. Will require Elite or AI Expert Assist add-on license
Zoom Contact Center Smart Embed (CCSE)	Web	Voice Video Web chat	Not available	Not available

Zoom Workplace App

Our default Agent desktop is the standard interface built into the Zoom Workplace App, the same application you are familiar with using to join Zoom Meetings or make Zoom Phone calls. Agents with the Zoom Contact Center license will have access to the Contact Center tab (shown below), where they will handle their Zoom Contact Center engagements.

Note

For more information about configuring Contact Center information, see Zoom Support.

Browser Screen Pops

You can use the Launch URL feature in the app to construct a dynamic web URL based on variable data, which then pops into the system browser on the agent's computer. The URL screen pop can include standard variables, such as the caller's phone number, but can also include custom data collected by the Flow/IVR, such as case or ticket numbers.

Zoom Apps

You can leverage the Zoom App Framework to integrate web applications into the Zoom Contact Center Agent desktop. Zoom Apps are displayed to agents on the right side of an engagement based on the administrative configuration for each queue. This allows each queue to control which Zoom Apps are displayed to the agent.

The Zoom App Framework supports both public apps, such as the PCI Pal app shown below, and private apps. Private apps are generally targeted at internal use cases and are available only to the Zoom account for which the app was created. If you have the resources to build your own web app (HTML, CSS, or JavaScript), you can integrate it seamlessly into the Zoom Workplace App.

The Zoom Apps JavaScript SDK supports both events and APIs, enabling your app to receive engagement updates and to poll for data.

For more information, see the Zoom Apps on the Zoom Developer site.

Progressive Web App (PWA)

The web client is available to customers that prefer to have their agents log in to Zoom Contact Center using a web browser, such as Chrome. The feature sets are similar to those available on the Zoom Workplace App.

Note

For more information about the Progressive Web App, see the Zoom Blog.

CRM CTI Connectors

If you prefer to have your agents work embedded inside of your CRM, you can leverage the ZCC CRM CTI Connectors, which support the following CRMs:

• Salesforce

• Zendesk

• ServiceNow

• Hubspot

• Microsoft Dynamics 365

If you're using one of these integrations, agents will handle engagements inside the CRM using the embedded Zoom Contact Center integration. The screen pop and call logging functions are included out of the box.

Note

For more information about CRM CTI Connectors, see Zoom Support.

The default behavior for the integrations is to screen pop based on the Caller ID (voice/SMS channels) or email (web chat/video channels), but you can configure to screen pop based on additional data collected in the Flow, such as a case or ticket number. Let's look at that configuration.

Note

The options shown on the Channel Configuration screen vary depending on the CRM and the ZCC channel used.

Zoom Contact Center Smart Embed (CCSE) Integration

Zoom CCSE is a flexible solution that lets developers quickly embed the Agent into their own web application using HTML iFrame configurations. Your web developer team will add additional JavaScript code to your web app to receive the call ringing/connected events, which can be used to trigger screen pops and/or call logging within your web application.

Note

For more on Smart Embed, check out the developer documentation.

Partner Solutions

If you're looking for an agent solution not covered above, additional integrations are available and provided by Zoom Innovative Solutions Vendor (ISV) partners. The ISV partner program includes solutions built for banking, credit unions, insurance, healthcare, and more.

Note

For more information, see Zoom ISV partners for Contact Center.