Integrations

Zoom Contact Center supports numerous integrations for a wide range of business needs, workflows, and systems. Some of these are highlighted in the following sections.

CTI-Enabled CRM Integrations

Zoom Contact Center’s Computer Telephony Integrations (CTI) connects the platform with supported customer relationship management (CRM) systems, allowing agents to manage calls directly within a CRM without a physical phone or a supported Zoom Workplace app. This affords agents a lightweight experience that consolidates the contact center experience wholly within a single app, reducing the need to context switch between various applications or programs.

The following sections describe various CTI-enabled CRM integrations available with Zoom Contact Center.

Salesforce

The Zoom for Salesforce Lightning app provides Zoom Contact Center agents with seamless communication and collaboration natively within the Salesforce environment.

This integration empowers administrators to automate the logging of call activities and details into Salesforce records, providing a comprehensive view of interactions and contact touchpoints. Additionally, users can initiate Zoom Contact Center calls within the Salesforce application, using features like click-to-dial, call pop-ups, and access to recent call history. Taken holistically, this integration reduces the need for context switching between programs, enhancing user workflows and productivity.

Zendesk

Integrating Zoom Contact Center with Zendesk brings powerful contact center capabilities directly into Zendesk’s customer service environment.

This integration streamlines workflows by allowing agents to handle both inbound and outbound calls, view customer details through on-screen pop-ups, and update tickets—all within the Zendesk platform. With automatic interaction logging and easy access to customer records, agents can deliver faster, more accurate service, enabling higher customer satisfaction and improved overall performance.

ServiceNow

The Zoom Contact Center ServiceNow integration creates a seamless workflow for customer service teams by embedding advanced communication tools directly into the ServiceNow platform. This integration allows agents to manage inbound and outbound calls seamlessly within ServiceNow, with features like instant caller identification, screen pops displaying customer information, and click-to-dial functionality. It also automatically logs all interactions within the ServiceNow platform, including agent notes and dispositions, helping ensure that everything stays in one place. By eliminating the need to switch between systems, this integration enables agents to focus on delivering prompt, personalized support, leading to faster issue resolution and higher customer satisfaction.

Microsoft Dynamics 365

The Zoom Contact Center integration for Microsoft Dynamics 365 brings contact center functionality directly into the Dynamics environment, streamlining workflows for agents.

This integration supports the voice, video, and messaging channels, and allows agents to manage engagements natively within Dynamics 365. Within the app, agents can take notes, log disposition codes, and rely on automatic logging so all engagement details are effortlessly stored.

HubSpot

The Zoom Contact Center HubSpot integration brings the Zoom Contact Center voice channel directly into the HubSpot platform, offering agents a streamlined and intuitive experience.

With this integration, agents benefit from a unified interface that helps improve efficiency, reduce handle time, and simplify after-call work by automatically synchronizing customer data and interaction history within HubSpot, while minimizing effort and context switching.

Zoom App Marketplace

The Zoom App Marketplace is a hub where businesses can access a variety of apps, SDKs, and APIs designed to enhance the functionality of Zoom products, including Zoom Contact Center. Within it, admins can explore apps specifically supporting Zoom Contact Center, while developers can leverage SDKs to embed its capabilities into their own applications. Additionally, APIs offer the flexibility to automate workflows, create custom solutions, and integrate Zoom Contact Center with other essential platforms, delivering a tailored and efficient user experience.

Payment Processing with PCI Pal

Zoom Contact Center supports live call payment processing through PCI Pal via our ISV program. With this integration, agents can securely facilitate payments in real time without being exposed to sensitive data, while keeping the customer’s data security and experience a priority. More information on this integration, including data security and attestations, is available on Zoom’s website.