Getting Started with Zoom Contact Center (Admins)

With Zoom Contact Center, you can manage every aspect of your customer relationship across channels, including video, and across the Zoom platform too. Contact center capabilities are merged with unified communications capabilities via Zoom Contact Center.

For example, imagine your organization is a software-related company that supports customers in the United States and Canada who use MacBook computers and Windows laptops. The Zoom Contact Center is able to route French speaking customers requesting assistance troubleshooting their Windows client to a technical support agent who is familiar with Windows and can provide them with the assistance they need.

The following topics are covered in this article:

• default setting
  • Set up agent routing
  • Use the flow editor and set up an entry point
• Advanced setup

default setting

It is very easy to start building a contact center system by following these steps.

Set up agent routing and skills

1. To assign licenses to users (agents) in Zoom Contact Center, you must add them as users (agents).
2. You can add skills to your agents to specify what skills they have.
3. Agents should be assigned these skills as soon as possible.
4. To prioritize these capabilities for a specific queue, you should create a routing profile.
5. Assign a routing zoom room display. When the video is turned off, your name will be shown or hidden, or profile to each queue to determine which agents are notified of incoming engagements and to determine which agents are responsible for processing the engagements.

Use the flow editor and set up an entry point

1. In order for customers to access the contact center system, you must obtain a phone number or develop an access ID.
2. An inbound customer experience is a series of connected actions that form a flow.
3. In the flow editor you can set the associated queue for the contact center system and customize the system to your liking.
4. The individual Flow widgets can be customized to suit your needs.
5. Create an entry point for the flow.
6. Create a flow and publish it.

Advanced setup

To further improve the functionality of your contact center system, you should consider using these features.

• It would be great if customers could leave messages in the inbox.
• You can change account-level settings, e.g. For example, you can control whether an agent can unsubscribe from queues and define the reasons for unsubscribing.

Read it too –

frequently asked Questions

Does Zoom have a contact center?

With Zoom Contact Center, you can take care of your customer service needs across omnichannel channels via video as well as within the same Zoom experience. Adding unified communications capabilities to a contact center is the purpose of Zoom Contact Center.

Related Articles