Zoom Contact Center
by Zoom Video Communications Inc
Advanced CTI Integration with Zoom's omnichannel contact center platform
Install Trend
View Install Data
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| 2026-09-09 | 0 | - |
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About
Zoom Contact Center is an AI-powered, omnichannel contact center platform that helps businesses provide prompt, accurate and personalized responses to their customers over a variety of channels. The solution’s intelligent routing and virtual agents reduce call load, improve agent productivity, and guide your customers to faster resolution 24/7.
Zoom Contact Center’s open, secure, and reliable platform enables it to easily integrate with business applications such as ServiceNow. By Integrating Zoom Contact Center with ServiceNow, agents have access to contact center functionality within the ServiceNow application, providing them with an efficient and unified experience in a single place without switching between the two applications.
Key Features
- Inbound Call and Outbound Call: Supports both inbound and outbound calling.
- Screen Pop: Identifies the caller via phone number matches and displays a screen pop with relevant User (ITSM)/consumer (CSM)/ contact (CSM) information within ServiceNow for both inbound and outbound calls. An ‘Interaction’ record gets automatically generated and screen popped for the agent.
- Click-to-dial: Supports click-to-dial functionality that allows agents to dial out by clicking any phone number within ServiceNow and thereby eliminating the need for manual dialing.
- Notes & Disposition Code: Agents can take notes during and after the call within the softphone. It also allows agents to capture call disposition/outcomes.
- Automatic Call Logging: Automatically captures and stores all call-related information in addition to notes and disposition inside ServiceNow (PhoneLog) without the need for manual entry.
- Advanced Call controls: Supports advanced call handling functionalities such as call transfer, call hold, auto call recordings, etc.
- Supported in Customer service management, IT Service management and HR service delivery
- Omnichannel support is available such as Voice, Video, Messaging