Overview
Zoom Contact Center is Zoom’s cloud-based solution designed to meet the customer engagement needs for businesses of any size. Featuring an intuitive, web-based admin interface for managing settings, policies, and Flows, along with a cloud-based architecture that replaces traditional, on-premises telephony systems, Zoom Contact Center simplifies customer interactions.
This section provides an overview of Zoom Contact Center’s services, architecture, design, network requirements, security standards, supported devices, features, licenses, and more. After reading this section, you can expect to gain a high-level understanding of Zoom Contact Center’s fundamental design elements and functionality.
Zoom Contact Center Is an Enterprise-Grade, Omnichannel Contact Center Solution
Zoom Contact Center is an enterprise-grade, omnichannel contact center solution that integrates with Zoom’s unified communications platform. Designed to enhance customer experiences, Zoom Contact Center can deliver prompt and personalized service across a robust suite of channels, including video, voice (phone), email, and messaging (SMS, social media, and web chat). With its user-friendly interface and advanced analytics, Zoom Contact Center enables teams to efficiently manage customer interactions, streamline workflows, and enhance collaboration across the organization.
Zoom Contact Center Includes Native Voice Service and Also Supports a Bring Your Own Carrier Premises-Peering (BYOC-P) Service Model
Zoom Contact Center supports two service models: Zoom Contact Center’s native service utilizing Zoom’s infrastructure, and a Bring Your Own Carrier Premises-Peering (BYOC-P) model utilizing a business’s on-premises SBC (session border controller) in conjunction with parts of Zoom Contact Center’s infrastructure. The details of these services are described in the following sections.
Native Service
Zoom Contact Center’s native service utilizes Zoom’s cloud architecture for engagement routing, handling, and connections between consumers (i.e., your business’s customers) and agents (i.e., your employees) across four distinct channels: voice (phone), video, messaging (SMS, social media), and email. Components of these channels are provided below.
The voice channel provides voice calling capabilities within the Zoom Contact Center environment. Calls are routed through Zoom’s cloud architecture, connecting consumers to agents via the public switched telephone network (PSTN) or directly over the internet when supported. This service helps ensure high-quality audio communication with calls managed securely in the cloud, eliminating the need for businesses to rely on on-premises telephony equipment or systems. Instead, agents require only a working internet connection, a supported Zoom Contact Center client or interface, and a supported license to begin making or receiving calls. The video channel allows consumers to connect face-to-face with support agents, fostering a more personal and engaging experience. Consumers can access video interactions through the Zoom Workplace app or via a Software Development Kit (SDK) embedded in a business’s website or iOS/Android application. This flexibility enables seamless video support without requiring consumers to leave the company’s web environment, creating an integrated support experience that enhances accessibility and convenience.
The messaging channel enables text-based communications over SMS and popular messaging apps, including WhatsApp and Messenger by Meta. By supporting these widely used platforms, Zoom Contact Center helps ensure that consumers can reach out using the apps they’re already comfortable with. Messages sent through these channels are handled directly within the Zoom Contact Center, streamlining customer service processes while providing a versatile, multi-app approach to customer engagement.
The email channel allows businesses to handle consumer inquiries and communications through email (via Google or Office 365), offering a structured and efficient way to manage asynchronous interactions. Consumers can send inquiries, feedback, or service requests to a designated email address, which are then routed to the appropriate agent or team based on predefined criteria.
Together, these channels support a flexible, unified service experience that accommodates diverse consumer preferences and enhances engagement across multiple communication methods.
Zoom Contact Center Native Network Design
Bring Your Own Carrier—Premises Peering
As an alternative to Zoom Contact Center’s native service, Zoom offers a Bring Your Own Carrier Premises-Peering (BYOC-P) model for the voice and SMS channels. With this model, businesses can connect an SBC with Zoom Contact Center and utilize a separately contracted telephony carrier for PSTN services. Under this model, Zoom is the provider of the non-telephony elements.
Through this setup, organizations can route calls and messages though their established telephony carriers while still accessing Zoom Contact Center’s robust cloud-based features—such as advanced routing, call handling, Flows, Queues, and Campaign management—and maintaining control over PSTN connections through their chosen carrier. Because carrier interactions are managed externally, organizations are responsible for troubleshooting and supporting their telephony systems, as Zoom has limited visibility into the carrier’s network and operations.
Zoom Contact Center and BYOC-P Network Design
Warning
Zoom Contact Center exclusively supports E.164 routing. Agents can only call out of the BYOC connection to E.164-formatted numbers.
Supported Devices
Zoom Contact Center is supported natively on the following platforms:
Zoom Workplace macOS desktop app
Zoom Workplace Windows desktop app
Zoom Workplace VDI App and Plug-In
Zoom Web App for Google Chrome
As of the date of this document’s publication, Zoom Contact Center doesn't currently support IP phone compatibility. If this feature is important to your business, speak with your Zoom account team for more information.
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