Licenses

Zoom Contact Center provides a range of licenses and add-on options to fit various business needs and requirements. Fundamentally, every Zoom Contact User requires at minimum a Zoom Contact Center license to use the service in any capacity; however, feature access and availability will depend on the type of license and add-ons provisioned to each user. The following sections detail Zoom Contact Center’s licensing and add-ons.

Licenses

The following Zoom Contact Center features and add-ons are available with the following licenses:

	Essentials	Premium	Elite
Voice**, Video, Chat, SMS Channels **See Rates for Metered Outbound Dialing.	Yes	Yes	Yes
Flow Editor	Yes	Yes	Yes
Interactive Voice Receptionist	Yes	Yes	Yes
Real-Time Transcription	Yes	Yes	Yes
Remote Control	Yes	Yes	Yes
Agent CTI Integration	Yes	Yes	Yes
Surveys	Yes	Yes	Yes
PII Redaction	Yes	Yes	Yes
Customer Managed Key Encryption Support	Yes	Yes	Yes
Zoom AI Companion	Yes	Yes	Yes
Reporting and Analytics	Yes	Yes	Yes
Email Contact Channel	No	Yes	Yes
Social Media Support (Messaging Channel)	No	Yes	Yes
Automated Outbound Dialers	No	Yes	Yes
Cobrowse	No	Yes	Yes
AI Expert Assist	*Add-On	*Add-On	Yes
Zoom Quality Management	*Add-On	*Add-On	Yes
Zoom Workforce Management	*Add-On	*Add-On	Yes

Named Licenses

Named licenses function on a one-license-per-user basis. Users must be individually assigned or unassigned licenses to gain or lose access to the service.

Example

If your organization has 100 named Zoom Contact Center licenses, you can assign them to 100 users to grant access to the service. If an additional user—let’s say a new team member—requires access, you would need to unassign a license from one of the existing 100 users and reassign it to the new user, as the total number of licenses can't exceed 100.

Concurrent Licenses

Concurrent licenses function on a shared occupancy basis, allowing groups of users to collectively share and borrow Zoom Contact Center licenses, up to the account’s maximum. This affords contact centers flexibility and can reduce the need to actively manage license assignments.

Example

Suppose your organization has 100 concurrent Zoom Contact Center licenses. These licenses can be shared among a larger pool of users—say, over 250 employees—provided no more than 100 users are actively utilizing the licenses simultaneously. For instance, if 100 users are logged in and actively working in the contact center, and five users clock out at the end of their shift, those five licenses become available for other users to log in and begin working.

If the number of active users exceeds the 100-license limit—such as 105 users logging in simultaneously—the account might* incur overage charges, which will be reflected in the next billing cycle. This shared occupancy model provides flexibility and minimizes the need for individual license management.

*Note: Zoom Contact Center includes a 30 minute “grace period” for concurrent license usage that will not incur a charge. This is designed to prevent unintended overages during a shift change where agents may briefly oversubscribe an account’s license allotment.

Add-Ons

In addition to the core licenses for Zoom Contact Center, the following add-on licenses are available for purchase.

• Zoom Workforce Management

  • Grants users access to the Zoom Workforce Management product.

  • Included with Elite license.

• Zoom Quality Management

  • Grants users access to the Zoom Quality Management product.

  • Included with Elite license.

• AI Expert Assist

  • Grants users access to Zoom’s AI-powered tool to more efficiently resolve consumer issues.

  • Included with Elite license.

• Zoom Virtual Agent

  • Zoom’s AI-powered chatbot, designed for self-service and agent hand-offs when necessary.

  • Account-wide license; doesn't require individual user assignments.

• Toll-Free Numbers

  • Toll-free numbers for consumers to contact you, free of tolling charges.

• Cloud Storage

  • Provides additional cloud storage for assets, transcripts, and recordings.

• Global Phone Numbers

  • Additional local, toll-free, virtual, or international phone numbers.

Note

Most add-on licenses are based on a per-seat licensing model. Typically, businesses will require one license per-user they intend to provision for each add-on product.

The exception to this rule can apply to Zoom Contact Center Elite licenses under a concurrent license plan. An Elite license automatically grants assigned users access to AI Expert Assist, Zoom Workforce Management, and Zoom Quality Management; however, if an account is using the concurrent licensing model, the account must purchase additional add-on licenses for Zoom Workforce Management and Zoom Quality Management to account for the total amount of users that will use the services. AI Expert Assist doesn't require additional licenses with bundled, concurrent licensing.

For example, if an account has 100 call center agents, and 25 Elite concurrent licenses, the account should purchase 75 add-on licenses for Zoom Workforce Management and Zoom Quality Management. If an account doesn't purchase supplemental licenses to cover all agents, some agents will not have access to these products or their relevant features.