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2025 CMX Awards

The Zoom Community has won Best Customer Support Community in the 2025 CMX Community Industry Awards!

Celebrate with us

Welcome to the Customer Success Forum!

Welcome to the Customer Success Forum! This is a collaborative place for Zoom users to share customer success stories, learn about upcoming events, and exchange use cases for helpful ways to use Zoom features.

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Thinking about migrating to the cloud? 3 approaches to on-prem-to-cloud migration

Here's why you should migrate your oudated on-premises PBX to a modern cloud communications platform. As you evaluate your upcoming digital transformation initiatives, moving your on-premises PBX to a cloud service might be the next step in your clou... Show more

Here's why you should migrate your oudated on-premises PBX to a modern cloud communications platform.

 

 

As you evaluate your upcoming digital transformation initiatives, moving your on-premises PBX to a cloud service might be the next step in your cloud migration strategy.

 

With the flexibility to be hyper-responsive to headcount and office changes, cost-effective access to innovative new features, and the opportunity to outsource routine operational tasks, cloud communications gives your team the ability to focus on other strategic priorities to grow your business. 

 

Some cloud service providers may force you to go all-in with them on day one, which often means abruptly migrating away from your current carrier and on-premises PBX solution to the provider’s native PSTN VoIP service. But migrating to the cloud doesn’t have to be an all-or-nothing initiative. 

 

If you want to reap the benefits of cloud communications while moving at your own pace, here are a few options to consider.

 

 

3 types of cloud migration strategies

 

 

Hybrid cloud communications

 

With a hybrid cloud approach, you can maintain your existing on-premises PBX infrastructure while leveraging cloud-based AI for advanced collaboration features. This allows you to seamlessly integrate your on-premises call control with a cloud-based collaboration solution to provide a comprehensive and unified communication experience.

 

Zoom Workplace’s integration with Avaya Aura X  is one example of a hybrid cloud approach. Organizations using Avaya Aura versions 10 or later can bring best-in-class, AI-first collaboration to their teams with Zoom Workplace. This integration allows Avaya customers to leverage their existing telephony investments within the Zoom Workplace app, providing a softphone, video conferencing, chat, and other collaboration tools, with AI capabilities woven into an integrated, easy-to-use experience.  

 

Consider this approach if:

 

  • You’re looking to consolidate to a cloud-based unified communications platform for cost savings and a reduction in complexity 
  • You would like to maximize the value of your existing on-prem investments while transitioning to the cloud at your own pace
  • Your organization needs the resiliency and flexibility that come with cloud platforms to meet evolving business demands 

 

 

Selective workload migration

 

With the selective workload migration approach, you can use hybrid cloud infrastructure like Zoom Node  to facilitate a gradual transition. This method keeps your critical workloads on premises while moving non-critical ones to a cloud environment.  

 

Consider this approach if:

 

  • You’re an enterprise organization with unique security, bandwidth, or compliance needs that demand an on-premises solution combined with the flexibility of the cloud
  • You need a local survivability solution to maintain certain levels of telephony service or business continuity in the event of an outage   

 

 

Site-by-site cloud migration

The site-by-site cloud migration process allows certain sites to remain on premises while other sites adopt a cloud-first approach. This method minimizes disruption by identifying bugs or issues with deployment early on, making it a great choice for organizations with complex infrastructure needs.  

 

Consider this approach if:

 

  • Your organization has multiple locations and you want to phase your migration by location
  • You want to test and refine your cloud deployment strategy before rolling it out to all locations 

 

 

Take the next step

 

If you’re considering upgrading your communications infrastructure, download our free checklist  to see if a cloud migration might be right for you. You’ll learn about the potential benefits of cloud-based communications, like cost savings, increased reliability, and access to the latest innovative features.  

 

 

 

*Original article posted in Zoom Blog.


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Enable a simple, secure "On-Call" solution for Healthcare organizations with Zoom Phone

Create a simple, secure solution with Zoom Phone for workers that are "On Call"! Zoom Phone enables organizations with on-call employees to have calls redirected to their mobile Zoom application (on iOS or Android) and be notified with secure transcr... Show more

Create a simple, secure solution with Zoom Phone for workers that are "On Call"!

 

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Zoom Phone enables organizations with on-call employees to have calls redirected to their mobile Zoom application (on iOS or Android) and be notified with secure transcribed messages (voicemail or SMS) while meeting compliance.

Requirement: Healthcare providers, biotech, pharma, behavioral health, small clinic customers must have a BAA (Business Associates Agreement) with Zoom to enable/achieve HIPAA compliance.

 

Other features:

  • Receive transcribed voice mail messages.
  • Send Receive SMS/MMS messages to patients.
  • Receive a transcribed recording of patient/on-call resource voice interaction.
  • Works with Android or iOS mobile devices.
  • Can be HIPAA compliant. (BAA must be signed)
  • PHI info stays encrypted in ZP cloud and not stored on personal mobile devices.

How does this work?
Healthcare providers can utilize Zoom Phone's native Call Queue feature to achieve this workflow and outcome.

 

Pre-Req:

Must be a Zoom Phone Licensed user.

Each person "On Call" must have a Zoom Phone License

 

Workflow: 

1. Create a Zoom Phone Call Queue in the Zoom Portal

2. Route after-hours call to the On-Call call queue.

3. "On-Call" workers can opt-in or opt-out to take "on-call" calls with a simple toggle.

 

Outcome: 

Calls are routed to on-call personnel securely.

Simple, easy way to turn on/off.

Calls can be recorded and transcribed.

Calls are sent to Zoom Phone work number and not a personal cell phone.

Messages show the caller ID name and number of the caller and a transcription of the voice mail message if left.

SMS back and forth to patients securely from Zoom Phone Number,  not from a personal cell phone.

Call back from the company On-Call number - not a personal cell phone number.

 

Resources:

Link: Managing Zoom Call Queues 

 

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Make a statement in your Zoom meetings with a memorable virtual nametag

Branding in virtual meetings is pretty crucial as it is like your online first impression. Having a cool, consistent brand vibe makes you look professional and trustworthy. It helps people remember you in the sea of virtual interactions. Think of it ... Show more

Branding in virtual meetings is pretty crucial as it is like your online first impression. Having a cool, consistent brand vibe makes you look professional and trustworthy. It helps people remember you in the sea of virtual interactions. Think of it as your unique style that sets you apart. When your brand elements are consistent, people can relate to you emotionally, making your brand more likable. It’s about looking good, but more importantly, branding helps people recall you easily in the future. 

 

During my Zoom meetings, I have seen some customers add their branding via their profile photos, display names, and virtual backgrounds. While these are great options, there is so much more that you can do to personalize your branding in a Zoom meeting with the help of Warmly. This app allows you to cultivate an engaging experience to build better rapport with your clients and prospects. Customize your virtual business card by highlighting your credentials, adding personal branding, personalizing your meeting, and adding a branded background. 

 

Warmly provides Zoom Meeting users with enhanced meeting experiences. You can enjoy personalized Virtual Business Cards that serve as instant conversation starters, eliminating the need for formal introductions. Your customized background signature reveals your personality, and with a single click, you can impress your prospects and customers by displaying their company logo above your shoulder. Additionally, Warmly offers a professional "virtual uniform" for your team, including matching backgrounds, logos, and more. This ensures that your team not only coordinates but also stands out, emphasizing the importance of team unity in virtual interactions.

 

In a nutshell, strong branding in virtual meetings is like your secret sauce for making a great and memorable online presence. Check out AI Nametags by Warmly today and see how this app can help elevate your presentation. 

 

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Visit the App Marketplace to view all apps that can be integrated with Zoom.


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Nametags AI lets me start the conversation with my clients

As a professional constantly on the move, my work takes me to various client locations. Traveling is a significant part of my job, which keeps things exciting! Despite being frequently on the road, I often rely on Zoom Meetings to connect with global... Show more

As a professional constantly on the move, my work takes me to various client locations. Traveling is a significant part of my job, which keeps things exciting!

 

Despite being frequently on the road, I often rely on Zoom Meetings to connect with global teams. For instance, I might visit a client's headquarters in person, but the rest of the team would join us digitally from different corners of the world. This is where Nametags AI, developed by Warmly, becomes indispensable. It displays participants' names and details during our virtual meetings, which helps me engage more personally with each team member without having to awkwardly ask for names repeatedly or pretend to remember them.


Does anyone else have a favorite app that helps truly connect? 

Here is a link - it's on the app store. https://marketplace.zoom.us/apps/vkBX54brQ0-iiSGtEx33vg


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Welcome to the Customer Success Forum - Let's Be Successful Together!

 Welcome to the Customer Success Forum on the Zoom Community!  We are thrilled to extend a warm welcome to each and every one of you to the Customer Success Forum! This is a space where we come together to foster a vibrant community, share ideas & ... Show more

 

👋 Welcome to the Customer Success Forum on the Zoom Community! 🚀

 

We are thrilled to extend a warm welcome to each and every one of you to the Customer Success Forum! This is a space where we come together to foster a vibrant community, share ideas & events, collaborate, and empower each other to achieve remarkable success with Zoom's platform.

 

For those who are new to the community or simply want a refresher, allow us to introduce ourselves. We are the Customer Success Team at Zoom, our mission is simple yet profound: to ensure that you get the most out of your Zoom experience. Whether you're a seasoned Zoom pro or just starting, our goal is to help you optimize your usage and fully leverage the platform's capabilities. We're here to answer your questions, provide guidance, and offer best practices so that you can unlock the full potential of Zoom for your specific needs.

 

Here, you'll find a diverse community of passionate individuals who are eager to collaborate, offer guidance, and connect with like-minded professionals. We encourage you to share your success stories, ask questions, and provide valuable feedback to help each other grow and thrive.

 

Zoom has always been about connecting people and fostering collaboration, and this forum embodies that spirit. By joining this dynamic community, you gain access to a wealth of knowledge and expertise. Here, you can learn from fellow Zoom users, share your own experiences, and take advantage of exclusive insights from our team.

 

To ensure a positive and productive experience for everyone, we kindly ask you to review and follow our community terms and guidelines. We believe in respectful communication, active participation, and nurturing a welcoming atmosphere where diversity is celebrated.

 

So, without further ado, let's embark on this exciting journey together! Jump into the discussion and let's forge meaningful connections as we continue to learn and excel within the Zoom platform. To get started we have two questions for you: 

  1. Where are you located? 
  2. What are you most interested in learning more about?

 

Thank you for being a part of this vibrant community! 🎉

 

Let's make every Customer Success story a remarkable one! 💪


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Link Zoom Account to an Organization

Did you know that you can link accounts to an organization? Account owners and administrators have the capability to link several Zoom accounts to form an organization. Once these accounts are linked, they will have the ability to efficiently search ... Show more

Did you know that you can link accounts to an organization?

 

Account owners and administrators have the capability to link several Zoom accounts to form an organization. Once these accounts are linked, they will have the ability to efficiently search for contacts, engage in chat, and conduct meetings. By linking your accounts as an organization, members will be relieved from the necessity of manually adding contacts from associated accounts to facilitate communication.

 

The requirement for linking accounts to an organization is that Account owner or Admin with the privilege to edit Account Profile settings.

 

​Please take a moment to check out this Knowledge Base Article about Linking Accounts to an Organization. It provides detailed information on Creating a New Organization, Managing Linked Accounts as the Owner, and Linking an Existing Organization.

 

By linking your accounts, you can efficiently manage multiple accounts with the convenience of assigning a single administrator, thereby reducing the complexity of having multiple administrators across your various accounts.


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Zoom User Groups

Hi Everyone, I am interested in joining a Zoom User Group and asked our Zoom account manager if they were aware of any existing user groups where other Zoom System Admins get together to talk through their experiences, challenges, successes, new inte... Show more

Hi Everyone, 

 

I am interested in joining a Zoom User Group and asked our Zoom account manager if they were aware of any existing user groups where other Zoom System Admins get together to talk through their experiences, challenges, successes, new integrations, etc.   

 

I did a search here on the community but didn't find anything on this topic.  If anyone is interested in a Zoom User Group I would be happy to help spin something up and facilitate the first couple of sessions.   

 

My current employer is in the Financial Technology space, we have ~1500 users of Zoom Meetings and Zoom Phones, we have 80+ Zoom Rooms deployed in multiple corporate offices and have users spread throughout the US.   I would love to connect with other system owners or admins who are utilizing the same services and talk through some of their best practices, hardware recommendations, challenges, wins, etc.  

 

Cheers! 

Jimmy Ortiz

 


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Impress, don’t stress: 5 reasons why Zoom Workplace will benefit your small business

Small businesses choose Zoom Workplace to help them grow their client base, their revenue, and their organization. Here's why. Zoom serves organizations of all industries and sizes because our platform can flexibly scale to fit any employee count and... Show more

Small businesses choose Zoom Workplace to help them grow their client base, their revenue, and their organization. Here's why.

 

 

Zoom serves organizations of all industries and sizes because our platform can flexibly scale to fit any employee count and budget. But running a small business means dealing with unique challenges, like executing multiple processes with just a few people and a limited budget — and prioritizing the time and resources to make it all happen efficiently. You need technology that can help you and your team do more, not add to your to-do list.

 

Zoom Workplace is an AI-first work platform you can use to simplify your day-to-day. What does that mean? It means you can impress your customers without bending over backward or overextending your team. It means answers at your fingertips and a jumpstart on all your drafts. It means your whole team can work out of one interconnected app, increasing everyone’s efficiency. It means you can get time back to focus on growing your business, instead of trying to catch up on busy work.

 

Here are five reasons why small businesses choose Zoom Workplace to help them do it all and grow their client base, their revenue, and their organization.

 

 

1. Zoom Workplace is easy to set up, use, and manage

 

You’re doing big things, and acting as IT support shouldn’t be one of them! Zoom Workplace wraps up a host of easy-to-use office and productivity tools, like collaborative docs and appointment booking, into one connected app that’s easy to manage, even without a tech background. You can quickly set up and assign accounts in a centralized admin portal. Your employees only have to use one tool, and you’ll only have one tool to manage — a win-win.

 

Once you’ve connected your email and set up your phone system, your team can get a boost from AI Companion as they carry out their daily tasks. Plus, you’ll spend less time on administrative tasks after you bundle your communication and productivity tools into one provider. You may even be able to save money if you consolidate your tools. In short, you don’t need an IT team to roll out and manage Zoom.

 

 

2. Zoom Workplace can improve your customer interactions

 

Those who bill for the time you spend on calls know what a pain it can be to track that time. Now available for online paid plans, it’s easy to keep track of your billable hours right inside Zoom Phone so you can give your full attention to your clients.

 

When you’re bouncing between meetings, AI Companion can help you get work done as you go. Gone are the days of saying, “I’ll look into that and get back to you” during a client meeting. With AI Companion right there in your meeting side panel, you can type in a question and get a quick response — whether the answer lies in your email or on the web. And with AI Companion for Zoom Phone, you can get help prioritizing your voicemails and extracting action items from your calls, allowing you to get back to your clients that much faster.

 

But what about when you’re on deadline to get something to your client, and you don’t have time to wait for inspiration to strike? Browse our pre-built templates in Zoom Docs to create project briefs, trackers, and meeting agendas in just a few clicks. Or, AI Companion can help you start a doc or write a follow-up email using meeting summaries and transcripts to inform your first draft.

 

 

3. You can fully engage without worries

 

Do you and your team find it hard to focus on big projects because daily minutiae keep getting in the way? Our engineers have been hard at work filling Zoom Workplace with capabilities that help you bust through tedious tasks. Instead of back-and-forth emails trying to align schedules with a client, Zoom Scheduler can help you find the best time for both of you, right away. Zoom AI Companion can take meeting notes for you so you can give the conversation your full attention (and stop feeling like an archaeologist as you try to decipher your own handwriting.) Zoom Meetings is also a pro at hiding distracting noises from your customers, so that only you can hear your barking dog.

 

 

4. You can work like you’re side by side, even when you’re not

 

Take advantage of flexibility, because Zoom Workplace helps you work from anywhere. Zoom Meetings lets you meet face to face, and you can even edit documents or collaborate on a whiteboard together right inside the meeting window. You can reach teammates and contacts outside of meetings using Team Chat. Plus, you can always bounce around ideas with AI Companion, even if no one else is online.

 

 

5. Use your favorite apps in Zoom Workplace

 

You can get the benefits of Zoom Workplace with AI Companion while still using your essential business apps. It’s easy to integrate Zoom with Google and Microsoft, so you can access your OneDrive files inside Zoom or get AI Companion’s help sorting through your Gmail. Our App Marketplace has over 2,700 app integrations with popular small business apps like Hubspot and Monday.

 

 

Get started with Zoom Workplace

 

You’ve put a lot of hard work into building your business — you need collaboration software that scales with you. Zoom Workplace provides leading communications and productivity services for any small business looking to become the next big deal. Want to learn more about how Zoom Workplace can help simplify your workday? Explore Zoom Workplace today!

 

 

***Original article posted on Zoom Blog


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Audio Signal Not Getting Through

How is it possible that an audio signal, registering on the vu graphs on the computer (Mac - Sequoia 15.3) audio input cannot be recognized by Zoom? This is the signal coming from a Focusrite interface. There is signal at the computer input and signa... Show more

How is it possible that an audio signal, registering on the vu graphs on the computer (Mac - Sequoia 15.3) audio input cannot be recognized by Zoom?  This is the signal coming from a Focusrite interface.  There is signal at the computer input and signal going in to Logic Pro... but not Zoom (6.3.6) The device does show up as an option for input in Zoom, and permissions are set correctly.

I posed the question a long time ago, after having spent hours with AI tech support and a human or two.   Doesn't someone from Zoom have an idea what might be the problem?  Does anyone have any ideas?


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🚀 Level Up This February with Exclusive Zoom Sessions! 🚀

The new year is rolling, and it’s time to supercharge your skills!  February is packed with interactive sessions designed to help you stay ahead of the curve—whether it’s optimizing your workplace, enhancing customer experiences, or unlocking AI-pow... Show more

The new year is rolling, and it’s time to supercharge your skills! 🚀 February is packed with interactive sessions designed to help you stay ahead of the curve—whether it’s optimizing your workplace, enhancing customer experiences, or unlocking AI-powered efficiency. Don’t miss out—register now and take your expertise to the next level!

 

✨ February 12 - Zoom Workplace Open Office | 🔗 Register Here
Transform the way you work! Join this interactive session to explore how Zoom’s tools can create a seamless, productive workplace. Get insider tips, discover new features, and learn how to maximize the value of Zoom’s workplace solutions.

Product Sessions: Meetings, Phone, Communication (Team Chat/Mail & Calendar/Scheduler), Productivity (Clips/Whiteboard/Surveys/Notes/Docs), and Spaces (Rooms/Digital Signage/Workspace Reservation/Visitor Management).

 

✨ February 13 - Zoom Contact Center Insights: February Product Deep Dive | 🔗 Register Here
Deliver next-level customer service with Zoom Contact Center! This in-depth session will walk you through advanced features and live demos designed to optimize customer interactions and streamline support.

Product Sessions: Inbound Voice, Reporting, Chat & Email, Dialer

 

✨ February 19 - Zoom AI Companion Open Office | 🔗 Register Here
AI is revolutionizing the way we work—are you ready? Join us to explore Zoom’s AI-powered tools that drive smarter collaboration and enhanced productivity. Don’t miss the chance to experience these cutting-edge innovations firsthand!

Product Sessions: AI Companion 2.0 & Team Chat, AI Companion in Meetings, AI Companion in Phone and AI Companion in Whiteboard/Docs/Email.

 

✨ February 26 - Business Services Open Office | 🔗 Register Here
Take your business operations to the next level! This session will deep dive into Zoom’s business solutions, helping you streamline workflows, boost efficiency, and enhance customer engagement.

 

Product Sessions: Contact Center/Virtual Agent, Events/Webinar/Sessions, Revenue Accelerator, Workforce Management/Quality Management

 

Interested in other webinars, live product trainings or on demand content? Visit the Digital Customer Success Hub to learn more.

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