AgentExchange

Help & Support

Elevate Your Agents with AgentExchange Solutions
Easily enhance Agentforce with pre-built AI solutions from AgentExchange. Browse, install, and deploy agents, actions, and apps directly into your environment. Tell Me More

Have Questions?

Zoom Contact Center for Service Cloud Voice

A unified agent experience for Zoom Contact Center and Service Cloud Voice

Overview

Zoom Contact Center for Service Cloud Voice enables agents to access contact center functionality within Salesforce's Omni-Channel to increase agent productivity, providing them with an efficient and unified experience in a single place.

1 of 6

See How Zoom Contact Center for Service Cloud Voice Works

  • Deliver seamless journeys - Invite customers to engage with you across all channels, or proactively reach out to them. Deliver a personalized experience with pre-integrated data available to your customer service agents.

  • Unified AI-powered agent experience- Reduce post-call effort and time by automatically synchronizing customer data and history for each interaction. Enable automated conversation summary powered by Einstein Generative AI.

  • Next Best Action- Power Einstein Next Best Action with Zoom Contact Center real-time transcription, offering contextual agent guidance during live engagements.

  • Self-service Now powered by agentic AI, Zoom Virtual Agent 2.0 delivers smarter, autonomous self-service experiences across chat and voice channels

  • Quality Management and Insights- Help contact centers track and analyze customer interactions, measure agent performance, provide actionable insights, and proactively identify areas for improvement while maintaining organizational compliance

  • Workforce Management- Enhance contact center operations by streamlining engagement forecasting, optimizing staff schedules, and simplifying agent management.

A solution jointly defined by Zoom and Salesforce to deliver an AI-powered Customer Experience solution. Zoom Contact Center for Service Cloud Voice seamlessly integrates omni-channel engagements with CRM data by incorporating Zoom components within the Salesforce Omni-Channel widget. Through this integration, agents enhance their productivity by eliminating Toggle Tax with a unified, single pane of glass experience. Zoom Contact Center efficiently routes callers through dynamic factors, such as consumer responses, identified data like account numbers, or predefined business rules. Callers are directed to the most appropriate resources, which leads to more efficient and personalized customer support. Integration combines the best of both worlds by seamlessly incorporating Zoom's Live transcription and call recording within Salesforce native components, while leveraging Salesforce's comprehensive view of the customer.

Categories

Business Needs
Customer Service
Telephony
Agent Productivity
Industries
Horizontal Product
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
No Limits
Lightning Ready
Managed Package

More from Zoom Video Communications, Inc.

  • Zoom for Lightning
    by Zoom Video Communications, Inc.
    Collaborate seamlessly using Zoom’s integration with Salesforce Sales Cloud, Service Cloud, and CTI. Supercharge your productivity and enhance customer experiences by leveraging Zoom Workplace features directly in your Salesforce environment.
    SalesCustomer Service