Zoom Contact Center: omnichannel customer experience, powered by AI
Every customer interaction is an opportunity. Zoom Contact Center and Zoom Virtual Agent give your teams the tools to make every interaction count, across every channel, at any scale.
What is Zoom Contact Center?
Zoom Contact Center is a fully integrated, AI-powered solution built into the Zoom platform your teams already use. It supports voice, video, chat, SMS, and social channels, all from a single agent desktop, with intelligent routing, real-time analytics, and built-in AI assistance.
No separate tooling. No switching between systems. Just a connected experience for your agents and your customers.
What Zoom Contact Center does for your organisation?
Higher customer satisfaction
Fluid omnichannel contact across voice, video, chat, SMS, and social. Every channel delivers the same level of personalisation and quality. Customers always feel heard, regardless of how they reach you.
Increased agent productivity
AI reduces repetitive tasks and surfaces the right information at the right moment. Scorecards, coaching tools, and guided training help agents improve continuously – individually and as a team.
Engaged agents, better outcomes
Shift bidding gives agents more control over their schedule. Real-time insight into trending topics and root causes of complaints shifts the agent’s role from reactive to proactive. Agents who feel in control perform better.
Simplified operations, room to grow
A unified platform replaces fragmented tooling and reduces IT complexity. Real-time reporting gives operational leaders the visibility they need to act, and not just report.
The reporting is amazing. You can see all incoming data live and use the technology to improve the agent experience. It helps us deliver a more personalized service.”
Zoom Virtual Agent: a smarter chatbot
for higher resolution rates
Zoom Virtual Agent is the chatbot built into Zoom Contact Center. It handles common customer queries automatically, via chat or voice, and can execute multiple steps in a single interaction: authenticating a user, retrieving information from connected systems, and completing a process from start to finish.
When the virtual agent can’t resolve an issue, it transfers the conversation to a human agent, including the full interaction history. The customer never has to repeat themselves. For organisations with high inbound volumes, this means shorter wait times, less pressure on agents, and staff who spend their time on the questions that genuinely need a human.
Key Capabilities Virtual Agent
1. Resolved
2. Seamless
3. Connected
4. Transparent
Zoom Virtual Agent handles customer queries end-to-end, across chat and voice. It doesn't just provide information; it completes processes. Authentication, data retrieval, order updates, and case creation, all within a single interaction, without a human agent stepping in.
When a query exceeds what the bot can handle, it transfers the conversation to a human agent, along with the complete interaction history. No repetition for the customer. No standing start for the agent. The handoff is invisible.
Zoom Virtual Agent integrates with Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, and more. It retrieves data, updates records, and triggers workflows directly, without requiring manual input from your team or a separate integration layer.
Every automated action is traceable. Your team can see which data source was used, which decision path was followed, and what the bot communicated. Audit trails are available as standard, giving IT managers and compliance teams the oversight they need to deploy with confidence.
Security and privacy
Zoom Contact Center is built on enterprise-grade security standards,
with full compliance support for regulated industries
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Whitepaper
Explore your needs for a Contact Center
A research whitepaper by Metrigy: Why unified communications + Contact Center drive improved business outcomes. Covering topics such as:
- UC/Contact Center integration bridges gaps
- Plenty of ways to integrate platforms
- Integrated platforms drive better business metrics
- What to do next
Team-up with Duppal
Duppal is platinum Zoom Partner.
Duppal scores top honors in Zoom’s partner program. With our extensive know-how across the entire Zoom lineup, we’re meeting Zoom’s toughest standards for reseller value. Duppal clients can rely on Duppal’s specialized support – as always, officially Zoom-approved!
Get started with Zoom Contact Center
A step-by-step approach
Duppal helps you to develop and implement your Contact Center solution step by step.
We make an assessment of your current situation
We create a technical and functional design
Together with you, we organize a proof of concept
We take care of implementation
Offer support, even after implementation
Do you want to learn more? Let’s meet!
All of Zoom’s solutions
Zoom’s platform consists of various collaboration tools that can be used company-wide. All tools offer the same user-friendly experience.
Zoom Webinars
The premier tool for live and on-demand virtual events for marketing, education and internal communication.
Zoom Workplace
Online collaboration and video conferencing has never been easier! With Zoom Workplace, teams can work together effectively anytime, anywhere.
Zoom Rooms
With the video conferencing system from Zoom you can bring the experience of Zoom Workplace into the physical meeting rooms.
Want to implement Zoom Contact Center?
Duppal guides you to a modern customer care solution.