Zoom Contact Center is an AI-powered platform that helps businesses respond to customers across voice, video, and chat. It uses smart routing and virtual agents to reduce call volume, boost agent productivity, and speed up resolution—day or night.
Roles: agents and consumers
Contact Center users fall into two roles: agents and consumers.
- Agents are internal users—support reps, salespeople, or specialists—who use Contact Center to talk with customers.
- Consumers are external users—customers, clients, or prospects—who contact your business through voice, video, or chat.
Integration options
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Smart Embed
Embed the Contact Center agent UI into your web app.
- Best for: Internal tools where agents need to stay in one app. Fast setup with minimal code.
-
Contact Center SDK
Add Contact Center features directly into your app. Full control over the UI.
- Best for: Branded portals where you need more than a softphone. Add chat, video, or scheduled callbacks.
-
Zoom Apps for Contact Center
Apps that run inside the Zoom desktop app.
- Best for: Agent tools like knowledge assistants or internal workflows.
For setup and configuration, see Getting Started with Zoom Contact Center .
From the developer blog
Contact Center
Guide
RTMS
Take the wheel: manual RTMS stream control for Zoom Contact Center admins
RA
Rehema Armorer
Sep 21, 2026
·4 min read
Contact Center
RTMS
Announcement
Introducing Realtime Media Streams for Zoom Contact Center
RA
Rehema Armorer
Mar 30, 2026
·3 min read
Contact Center
Getting started
Getting started with Zoom Contact Center apps
DS
Donte Small
Oct 31, 2025
·8 min read