Connection-first. AI-native. Resolution that builds loyalty.

A cloud contact center is a modern customer communication hub delivered as a service (Contact Center as a Service, or CCaaS) through the internet, eliminating the need for on-premises hardware. It replaces traditional hardware based systems with a flexible service that can scale quickly and easily integrate with your existing business tools. Cloud contact centers accelerate innovation and reduce costs while enhancing customer engagements through their open, flexible, and scalable infrastructure.

Zoom Contact Center is a cloud contact center that combines voice, video, chat, SMS, email, and social media on one connected platform. Built on Zoom's reliable communications platform, Zoom Contact Center helps teams deliver faster, more personalized customer experiences from anywhere with an internet connection. With advanced routing, analytics, integrations, and AI-driven tools, agents and supervisors can resolve issues efficiently and strengthen every customer interaction for a seamless customer experience.

Zoom Contact Center stands apart for its simplicity, scalability, and the way it brings communication and customer service together in one cloud contact center platform. While most contact center providers piece together multiple systems, Zoom unifies channels, data, and AI into a single experience, helping reduce complexity and improve the speed at which customers can be served. Zoom Contact Center seamlessly integrates with your existing compatible tools and software, helping streamline operations and improve data management. With Zoom Contact Center's powerful AI-driven features and flexible architecture, your contact center will be able to become more efficient and capable of meeting your business's future needs.

Zoom Contact Center is a specific product within the broader Zoom CX (Customer Experience) ecosystem, focusing primarily on managing customer interactions across multiple channels like voice, video, email, chat, SMS, and social media. While Zoom Contact Center serves as the central hub for customer communications with features like automatic call distribution (ACD), interactive voice response (IVR), and AI insights, Zoom CX encompasses the entire suite of customer experience solutions that work together to deliver seamless customer journeys. In addition to Contact Center, other Zoom CX products include Zoom Virtual Agent, Zoom AI Expert Assist, Zoom Workforce Management, and Zoom Advanced Quality Management.

Zoom CX represents Zoom's comprehensive approach to customer experience management, with Contact Center acting as the backbone that unifies all touchpoints and communication channels.

Yes, Zoom Contact Center is designed to integrate extensively with existing systems. Here are the key integration capabilities:

Native Zoom Platform Integration
Zoom Contact Center natively integrates into the Zoom Workplace app, providing a unified experience across meetings, chat, phone, and more. This gives organizations easier integration with existing Zoom solutions when onboarding the robust capabilities of Zoom Contact Center.

Third-Party System Integration

• Zoom Contact Center integrates seamlessly with leading business applications like Salesforce and ServiceNow to give agents full customer context without switching tools. It also supports AI and automation integrations, including Google Dialogflow CX for advanced voice and chat workflows. With open APIs and pre-built connectors, Zoom makes it easy to connect your contact center to the systems your business already relies on.
• Multi-Channel Support: Zoom Contact Center supports WhatsApp and inbound email (Gmail) integration, allowing agents to send and receive WhatsApp messages and respond to inbound email engagements directly from the Contact Center client interface

Broader Ecosystem Integration


Zoom Contact Center benefits from Zoom's open ecosystem, which includes APIs, SDKs, and over 2,500 integrations in the Zoom App Marketplace. This makes it easy to integrate with existing tech stacks or bring favorite apps and data into the Zoom environment.

The platform is specifically positioned to provide superior pricing transparency, scalability, and broader international and cross-channel capabilities compared to competitors.

Yes, Zoom Virtual Agent is part of the Zoom CX platform and works seamlessly with Zoom Contact Center to deliver intelligent, personalized self-service. Powered by advanced AI, Zoom Virtual Agent understands customer intent, reasons through complex questions, and provides accurate, natural conversations across voice and chat channels. It can guide a customer from start to resolution without human assistance — and when escalation is needed, it smoothly transfers to a live agent with full customer history and context preserved. The result is faster resolutions, less effort for customers, and more meaningful work for agents.