Zoom CommunityCustomer Support

Features

The following list outlines core features available with Zoom Contact Center and is not intended to be exhaustive. Additional feature lists are included below under the Preferences section. If you do not see a feature that is important to your organization listed, speak with your Zoom account team for more information.

  • Address Book / Contact List

  • Agent Computer Telephony Integration

  • Agent Statuses

    • Opt-In/Out

    • Reason Codes

  • AI Companion

  • AI Expert Assist

  • Asset Library

    • System Assets

    • Agent Assets

    • Support Asset Types:

      • Audio

      • Email

      • Image

      • Script

      • Slides

      • Text

      • Video

  • Call Logs

  • Call Recording

    • Ad-hoc

    • Automatic

  • Campaign Management

  • Cobrowse

  • Consumer Authentication

  • Data Privacy Controls

    • Customer Managed Key Support

    • Data Masking (Role-Based)

    • Data Redaction

    • PII Redaction

    • Retention Period

    • Storage Location

  • Default Outbound Caller ID

  • Default SMS Phone Number

  • Dispositions

    • Single-Tier

    • Multi-Tier

    • Sets

  • Flow Editor (Routing Designs)

    • Bot

    • Collect Input

    • Condition

    • Connector

    • HTTP call

    • Route to:

      • Queue

      • Flow

      • Agent

    • Script

    • Send Media

    • Set Variables

    • Survey

  • Omnichannel Support

    • Email

    • Messaging/Chat/SMS

    • Voice (Phone)

    • Video

  • Operating Hours

    • Closed Hours

  • Outbound Dialers

  • Zoom Quality Management (Add-On)

  • Real-Time Transcription

  • Remote Control

  • Routing Profiles

    • Agent Profiles

    • Consumer Profiles

  • Service Level Agreement Targets

  • Skill-Based Routing

    • Proficiency-Based

    • Text-Based

  • Supervisor Monitoring

    • Listening

    • Whispering

  • Surveys

  • Third-Party Integration Support

    • Bots

    • Customer Relationship Manager (CRM)

    • Messaging Apps

  • Voicemail Inbox

  • Waiting Room (Video Channel)

  • Wallboards

  • Zoom Workforce Management (Add-On)

  • Zoom Virtual Agent (Add-On)

Language Support

Zoom Contact Center and some add-ons support multiple languages and dialects for Campaigns and language translation for various features. Currently, Zoom Contact Center supports English and 17 additional languages in beta for most products, with supported languages including:

  • Chinese (Mandarin input; Simplified Chinese output)

  • Danish

  • Dutch

  • Finnish

  • French

  • German

  • Hindi

  • Italian

  • Japanese

  • Korean

  • Polish

  • Portuguese

  • Russian

  • Spanish

  • Swedish

  • Ukrainian

  • Vietnamese

Note

The above list of languages is largely supported across the Zoom Contact Center platform; however, some features may not support all listed languages. Over time, additional languages and regional dialects for Campaigns and other features are expected to be added to Zoom Contact Center. Readers are encouraged to refer to Zoom’s support center for additional information on multi-language support. If you do not see a language that is important to your business, speak with your Zoom account team for more information.

Last updated

Was this helpful?