Home » Zoom » Zoom Contact Center

Zoom Contact Center

A spot-on customer experience starts with Zoom Contact Center. For both your customer and your agents.

zoom phone solution

Zoom Contact Center

What it does

Zoom Contact Center is a fully omnichannel contact center solution that supports voice, video, SMS, chat, and more. It features intelligent routing, an all-in-one agent desktop experience, and advanced analytics.

On top of that, it offers Zoom Virtual Agent, a conversational AI and chatbot solution. Plus a suite of workforce engagement management products, including workforce and quality management.

Zoom Contact Center

The benefits

 Deliver personalized and seamless customer experiences with a unified, AI powered contact center.

Higher customer satisfaction

Fluid omnichannel customer contact including SMS, social, chat, voice and video, ensuring all channels offer the same level of personalization and experience.

Increased agent productivity

Reduce repetitive tasks & improve productivity with AI. Improve individual and team performance using scorecards, coaching, and guided training.

Engaged agents

Increase agent happiness with shift bidding and change the agent’s role from reactive to proactive by analyzing trending topics, CSAT, and the root causes of complaints.

Reduced complexity enabling innovation

“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.” – Caring for You, customer of Zoom.

Zoom Contact Center

For internal IT service desks

Streamline communication with internal clients by offering a variety of contact options, including chat and video alongside traditional email and phone channels. Servicing younger generations, who often favor chat-based interactions over phone calls.

Additionally, automate repetitive and standard inquiries using a chatbot. By automating these routine tasks, your IT service desk team can dedicate more time and attention to addressing unique issues and complex questions. This not only boosts efficiency but also enhances job satisfaction for service desk employees.

Zoom Contact Center

Security and privacy

Zoom Contact Center is a contact center-as-a-service solution that helps businesses deliver prompt, accurate, and highly personalized experiences to their customers. Every touch-point is safe, secure and protected.


Zoom encrypts audio and video data-in-transit between the Zoom clients and the Zoom Cloud using secure real-time transport protocol (SRTP). Calls via mobile or landline phones are not encrypted until reaching a Zoom gateway.

Login and authentication

Zoom offers a range of authentication methods, such as SAML, OAuth, and/or password-based, which can be individually enabled or disabled for an account. Users authenticating with a username and password can also enable two-factor authentication (2FA) as an additional layer of security to sign in.

Security controls

The customer selects the region where they like to store their content. Role management (on customer’s and Zoom’s end) ensures only relevant data is accessible and only those with the right authority can manage data. Inform users when their voice and video is recorded.

Security measures

Zoom implements and uses appropriate technical and organizational measures to protect personal data from loss, misuse, unauthorized access, disclosure, alteration, and destruction. Taking into account the risks involved in the processing and the nature of the personal data.


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!

  • Incl. country code
  • This field is for validation purposes and should be left unchanged.

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 Meetings

Online collaboration and video conferencing has never been easier! With Zoom Meetings, teams can work together effectively anytime, anywhere.

Zoom Rooms

With the video conferencing system from Zoom you can bring the experience of Zoom Meetings into the physical meeting rooms.

Want to implement Zoom Contact Center?

Duppal guides you to a modern customer care solution.