With Zoom Contact Center, you can manage every aspect of your customer relationship in an omnichannel manner, including video, and across the Zoom platform as well. Contact center capabilities are brought together with unified communications capabilities in Zoom Contact Center.

Imagine, for instance, your organization is a software-related company that supports customers in the United States and Canada who are using MacBook computers and Windows laptop computers. The Zoom Contact Center is capable of routing French-speaking customers who call in asking for assistance with troubleshooting their Windows client to a tech support agent who is familiar with Windows and can provide them with the assistance they need.

This article covers:

• Initial setup
• Basic features while in a customer engagement
• Basic features after a customer engagement
• Limitations

Prerequisites for using Zoom Contact Center as an agent

• Using Zoom on a desktop computer or a mobile device
• License for Zoom Contact Center

Initial setup

In the Zoom web portal navigation menu, you will find Zoom Contact Center, and in the Zoom desktop client, you’ll find the Contact Center tab, if you are assigned a Zoom Contact Center license by your Zoom admin.

Following these steps will help you get started with taking inbound calls as soon as possible:

1. Open the Zoom desktop client on your computer and sign in.
2. The Contact Center tab can be found by clicking on it.
   If you don’t allow Zoom to access your microphone, you will be prompted to do so.
3. Click on the Allow button if you are okay with Zoom using your microphone.
   Note:
4. In order to use the contact center features, this is required.
5. Using the status drop-down menu at the top left of the screen, you have the option of selecting your status, viewing what queues you are a member of, and determining which queue you want to receive notifications from.

Basic features while in a customer engagement

The following features can be used while in an active engagement:

• Using voice call controls like muted/unmuted microphones or transferring calls
• On the Profile tab, you can see the caller ID number of the inbound customer.
• In the Engagement tab, click on the call to view details such as the queue from which the call originated, as well as to add or view notes related to the current call.

Basic features after a customer engagement

Take advantage of these features during engagement wrap-up:

• Adding notes and selecting dispositions can be done on the Engagement tab.
• Additionally, you can view previous notes about the engagement.

Limitations

Zoom desktop client users should be aware of the following limitations when using contact centers:

• The Windows desktop client currently rings when an engagement is inbound after the notification has been dismissed, but not when the notification has been dismissed. There will be a fix for this in a future release.
• As far as the Windows and macOS desktop clients are concerned, dark mode isn’t available in the Contact Center tab.