Zoom | AI-Powered UCaaS and CCaaS Platform

Zoom began as a small company with a simple mission: to make video communications frictionless. Since then, it has innovated rapidly and expanded into a fully AI-powered collaboration platform. Zoom technology puts people at the center by transforming the way you work with an AI-first approach to streamline communications, improve productivity, increase employee engagement, and optimize flexible work. Zoom understands that change accelerates when people are empowered to do work that matters. Zoom is a flexible, AI-powered collaboration platform, making it possible to stay within one application to complete most work.

Zoom named a Leader in The Forrester Wave™: UCaaS 2025

The Forrester Wave™: Unified-Communications-As-A-Service Platforms, Q3 2025 is here, and Zoom is proud to be recognized as a Leader with above-average customer feedback. Zoom earned the highest possible scores in platform experience, innovation, security and data protection, platform reliability and stability, and 12 more criteria.

Zoom Workplace is here!
Reimagine teamwork with your AI-powered platform

Zoom Workplace — AI-powered, open collaboration platform built for modern work — streamlines communications, improves productivity, increases employee engagement, optimizes in-person time, and offers customer choice with third-party apps and integrations. Zoom Workplace, powered by Zoom AI Companion, includes collaboration solutions like meetings, team chat, phone,  scheduler, whiteboard, spaces, Workvivo, and more. Together with Zoom Workplace, Zoom’s Business Services for sales, marketing, and customer care teams, including Zoom Contact Center, strengthen customer relationships throughout the customer lifecycle.

Zoom Phone
An easy-to-use business phone system built for everyone!

Zoom Phone is a secure, AI-powered cloud phone system that offers seamless and reliable communication for businesses of all sizes. With centralized management for admins and a user-friendly platform for employees, it enables call management from anywhere on any device. Combining traditional PBX features with intelligent call routing, IVR, call recording, shared lines, and more, Zoom Phone provides a feature-rich, future-proof VoIP solution that fosters stronger connections and enhances business communication. Launched in 2019, Zoom Phone surpassed 10 million global seats by 2025, cementing its position as a leading AI-driven cloud phone system. Trusted by enterprises like HubSpot and Warner Bros. Discovery, Zoom Phone combines unified communications, AI-powered automation, and contact center functionality to reduce costs, improve productivity, and transform business collaboration.

Zoom Contact Center - A cloud contact center built for the future of CX, humanizing customer experience with AI!

Zoom Contact Center delivers seamless, highly personalized customer care on a familiar platform with industry-leading cloud contact center software. As a customer engagement platform, Zoom Contact Center offers a seamless and omnichannel approach to customer interactions. With intelligent self-service, efficient routing, and video-optimized high-touch engagements, it provides a unified experience for communications, allowing businesses to redefine their customer engagements.

Provide smart self-service with Zoom Virtual Agent

  • Improve first-contact resolution
    Get it right the first time. Mimic your best agents to deliver personalized responses through CRM, knowledge base, and support system integrations.
  • Boost CSAT with a human-touch
    Get your customer to the correct live agent by intelligently routing the interaction along with the conversation history at the point of escalation.
  • Drive faster outcomes 
    Free up agents for more complex problems by identifying interactions that can be handled automatically by your virtual agent.

Fast and accurate self-service experiences for your customers

  • The right answers, right now
    Our conversational AI chatbot quickly guides users to accurate answers, reducing the burden on your team.
  • Better understanding, higher accuracy
    Zoom Virtual Agent's natural language processing and retrieval augmented generation (RAG) engine intelligently detects customer intents and provides the best possible resolution.
  • Always on 
    Deliver consistent and seamless service across a host of service channels - web, mobile, and social - in multiple languages, 24/7.

Handle complex customer inquiries with ease

  • Multi-intent resolution
    Handle more complex, multi-intent customer inquiries by integrating conversation history and contextual understanding.
  • Provide a personal touch
    Easily create customized flows and messages for unique segments based on their profile or data attributes.
  • Keep things moving without repetition 
    Guide users to the correct channel or support agent, along with the conversation context when needed.

Generate insights and improve efficiency in your contact center

  • Self-service that solves more queries
    Provide an efficient, low-cost self-service channel with a human touch.
  • No engineers required
    Customization and maintenance are made faster and easier with the help of Zoom’s familiar user and admin-friendly design and low/no-code interfaces.
  • Actionable analytics at your fingertips 
    Real-time insights go beyond basic reporting to help you identify customer issues fast and improve your product and support operations.

Meet your customers where they are

  • Provide the freedom of channel choice
    Create a seamless experience no matter where customers engage: SMS, social, chat, voice, or video.
  • Tailor interactions to suit your customers
    Simplify and add a personal touch to engagements by ensuring all channels look and feel like your brand.
  • Reduce frustration, capture the entire customer journey 
    Avoid repetitive conversations by giving agents summaries of the entire customer history across all channels.

Boost agent morale, build customer loyalty

  • Reduce repetitive tasks and improve productivity with AI
    Enjoy more efficiencies and reduce customer frustration by automating agent note-taking and post-interaction summaries.
  • Speed up knowledge access
    Provide the right response in real time by giving agents access to your company’s records and data in one centralized knowledge base.
  • Empower agents with personalized coaching and schedule control 
    Give your team a sense of purpose and improve performance with scorecards, guided training, and shift bidding.

Deliver better business outcomes

  • Simplify operations with one platform
    Lower costs and remove complexity by bringing together your communications and contact center on a single cloud platform.
  • Beat SLAs by deploying the right agents
    Better predict call volumes and staffing through automated forecasting, scheduling, and intraday management.
  • Harness efficiencies with actionable insights 
    Be proactive, not reactive by accessing trending topics, CSAT, and the root cause of complaints.

Maximize ROI with apps and integrations

Streamline workflows and improve efficiency with ready-to-use apps and integrations for Zoom Contact Center.

  • Integrate with your preferred CRM
    Connect Zoom Contact Center to leading CRMs like Zendesk, Salesforce, ServiceNow, and Dynamics 365 to bring reliable voice, video, SMS, and chat capabilities into your preferred system of record.
  • Create a unified agent experience
    Give your agents a 360-degree view of each customer and the ability to take critical actions like updating service tickets and collecting secure payments.
  • Optimize contact center operations 
    Get powerful insights about CX and agent performance across channels with apps like SuccessKPI, CallMiner, and CallCabinet.