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What is Contact Center?

Zoom Contact Center and Virtual Agent is a product offering that brings omnichannel functionalities, like voice, video, and AI chatbot, to the consumer experience. Explore the Zoom Community's Recent Activity below to join the Contact Center conversation and connect with other members. If you're still looking for support, browse our Zoom Contact Center support articles or start a new discussion below!

Recent Activity

Salesforce intelligent call routing

We're trying to use fields from Salesforce in our call flows to route calls directly to users or queues. I cannot seem to find any documentation on how to do this in the call flows even after we have completed out Salesforce integration. Any idea of ...

rfincke by Listener
  • 542 Views
  • 1 replies
  • 0 likes

No Internal Agent Voice Call Option

There seems to be no way in Zoom Contact Center for one agent to voice call another agent in ZCC. We have employees physically located in different areas. This was a feature in Five9 that I assumed was standard across the platforms but it seems not.

sdudley by Listener
  • 303 Views
  • 1 replies
  • 0 likes

No Call Park Feature In Contact Center

There is no Call Park feature in Contact Center even though this exists in Zoom Phone. Would really be nice to have this feature imported into ZCC. Has anyone found a workaround other than building a flow/queue for every individual agent?

sdudley by Listener
  • 193 Views
  • 0 replies
  • 0 likes

Phone and Contact Center Minute Limits

I understand there are limits per user per month on Zoom Phone and Zoom Contact Center, based on my invoice having rows for overage costs. I understand where to see the total activity for both of these. What I can't seem to find and neither technical...

Zoom Contact Center - Default ClickToCall

Hi there, is someone able to assist me in changing the default ClickToCall from Zoom Phone to Zoom Contact Center, please? Currently, when we click on a number, it opens in Zoom Phone.We are hoping to change it so that when a number is clicked on, it...

Contact center voice input too sensitive?

Does anyone turn on the voice input in the CC flow? Basically "Speak or say 1 for Customer Service"? If we have it turned on, so if the user says 1, it should use that option. How ever it seems that any background noise while the menu options are bei...

RickCH by Listener
  • 893 Views
  • 3 replies
  • 0 likes