|

Getting started with Zoom Contact Center (admins)

ByCorporate Guider Home, Zoom

Zoom Contact Center offers an all-in-one contact center experience that integrates with Zoom’s omnichannel features and is optimised for video conferencing. A combination of unified communications and contact center capabilities can be found in Zoom Contact Center.

Imagine, for example, that your organization provides technical support for MacBooks and Windows laptops used by customers located in both the United States and Canada. For example, if a customer in the French-speaking community calls Zoom Contact Center to ask for help troubleshooting a Windows client issue, Zoom Contact Center can direct them to a tech support agent who is proficient in Microsoft Windows issues and who can assist them in resolving their problems.

Basic setup

Creating a contact center system can be as simple as following these steps to get started.

Configure the routing and skills of your agents

  1. It is possible to assign licenses to users (agents) through Zoom Contact Center.

  2. Your agents’ skill sets can be specified by adding skills to the agent profile.

  3. These skills should be assigned to agents as soon as possible.

  4. Create a routing profile so that you can determine the priority of certain skills within a particular queue based on the routing profile.

  5. Create a queue so that inbound engagements are notified to the correct agents and that a routing profile can be assigned to each agent.

Use the flow editor and set up an entry point

  1. As a customer, you need to be able to access the contact center system without having to search for a phone number or create an entry ID.

  2. The inbound customer experience should be organized as a flow, which is a series of interconnected actions.

  3. The flow editor is a tool for customizing the contact center system and specifying the queue that will be associated with the system.

  4. Individual widgets can be customized to meet the needs of the user.

  5. There should be an entry point for the flow.

  6. Create a flow and publish it.

Advanced setup

Use these features in your contact center to further enhance it and make it more efficient.

  • It would be great to have an inbox where customers can leave messages for you.

  • A user can configure account-level settings, for example, if agents are able to opt-out of queues and what reasons they can give for doing so.

Related posts:

  1. Using focus mode in zoom app
  2. Getting started with Zoom reporting
  3. Configuring Personal Audio Conference in zoom app
  4. What is Zoom Video Conferencing?
  5. Enabling audio type in zoom app
  6. Advanced polling and quizzing for meetings in zoom app
  7. Changing phone settings (client or app) in zoom
  8. Adding call queue analytics to Digital Signage in zoom
  9. Changing Waiting Room settings in zoom app
  10. Enabling or disabling opt-out and Not Ready reasons in zoom app

Similar Posts