Zoom Customer Experience Bluepaper

This document is designed to provide readers with a general overview, description, and understanding of Zoom Contact Center and the Zoom Customer Experience product suite, including Zoom AI Expert Assist, Zoom Workforce Management, Zoom Quality Management, and Zoom Virtual Agent.

While this document aims to provide thorough coverage, it doesn't encompass every available feature, as the Zoom Contact Center and other product teams continue to innovate and release new features regularly. Readers with questions are encouraged to speak with their account or sales team for any inquiries related to this product to help ensure a tailored understanding of what Zoom Contact Center can provide your business.

Zoom Contact Center

Zoom Contact Center provides businesses with an omnichannel solution designed to meet the demands of modern customer engagement by offering a diverse set of tools that enhance the contact center experience. From comprehensive communication channels to customizable workflows, the platform enables businesses to create efficient, meaningful, and impactful interactions.

Zoom Contact Center’s versatility is further enhanced by powerful add-on solutions including Zoom Workforce Management, Zoom Quality Management, AI Expert Assist, and Zoom Virtual Agent, equipping agents and supervisors with the tools needed to streamline operations and deliver exceptional service. With Zoom’s AI Companion, businesses gain access to advanced analytics and intelligent tools that allow them to stay ahead of customer needs and drive satisfaction. Additionally, a robust suite of reporting capabilities provides organizations with actionable insights into performance metrics, supporting data-driven decision-making and fostering continuous improvement.

With its flexible solutions, AI-driven features, and commitment to innovation, Zoom Contact Center helps empower organizations to boost efficiency, enable teams, and build stronger, more meaningful relationships with their customers.

How to Use This Document

This document is designed to provide you information in bite-size chunks that makes learning a new product easier. Throughout this document, we have done this in two ways:

1. Summarizing explanatory content within the headers, when possible.

2. Listing Zoom Contact Center’s features and experiences categorically, with small, helpful summaries that break content down into simple concepts, complete with links to relevant support articles when possible.

For example, on the following page you will read that, “Zoom Contact Center supports a native service and Bring Your Own Carrier Premises-Peering (BYOC-P) service model.” The purpose of this header is to provide you with the information up front, so you know the general idea of what you’re reading without requiring you to decipher several paragraphs of text.

In other places, we’ve followed a topical approach because some features are a little too nuanced to easily summarize in a bite-size header of text. Consequently, if you first read the header “Zoom Contact Center supports a native service and BYOC offering,” and then read the next header, “Native Service,” you know that you’re reading about that topical service offering and any other important distinctions relevant to it.

At the end of the day, we realize this document contains a lot of information, and we’ve done our best to organize it in a way that makes it clear, efficient, helpful, and informative to you, the reader. For that reason, we’ve included illustrations, recommendations, notes, a few cautions, and many, many links to our support center, so you have the most recent instructions for each relevant feature. With that said, we hope this document is invaluable to you as you consider and explore Zoom Contact Center for your business needs.