Zoom Contact Center Integration

Purpose of this guide: This guide describes a Zoom Contact Center Integration.

Audience: Customer, partner, or other professional responsible for the Zoom Contact Center platform administration 

When: These steps are required when you want to configure the Zoom Contact Center platform to integrate with the Eleveo solution.

CLOUD DEPLOYMENTS ONLY

What Is It

Integration with the Zoom Contact Center allows us to retrieve recorded media and metadata from the Zoom platform and offer value-added services, such as Quality Management, Workforce Management, or Analytics. Elevēo adds value for Zoom Contact Centre users by integrating it with media lifecycle management options, compliance features, and contact center-related services.

How It Works

Zoom Contact Center has built-in recording capabilities and a rich set of APIs for third-party integrations. Eleveo leverages the API for retrieving recorded calls and associated metadata. The integration can also synchronize agent structure and implements the OAuth interface for Single sign-on. Eleveo WFM integrates agent history API for WFM forecasting and scheduling.

Supported Integration Use Cases

Eleveo supports the integration for the following purposes:

• Import of Media – Voice Recordings – Voice recordings are retrieved via the Zoom Contact Center API

• Upgrade to video, including screen sharing (within a Zoom Contact Center session) – When an agent upgrades the call to video, Eleveo is able to capture the content as a dedicated recording session (as a separate stream)

  • For Zoom Contact Center we support the import of video feeds, which may include Shared Screen content

• Import of Historical data – The Zoom Contact Center Media Importer supports the import of historical data

• Users and groups import – Ensure that the correct users and groups are matched to media recordings

• User Authentication and Single Sign On (SSO) – Single Sign On allows users to access Eleveo applications without the need to store their user credentials within the Eleveo User Management application

• Conversation Explorer – Search, view, and playback recorded media

• Quality Management – Perform quality reviews from within Eleveo Quality Management

• Screen Capture – Screen Capture is supported using the Eleveo Screen Capture for Contact Center as a Service (CCaaS) application. Record and assess Contact Centre agents' calls and desktop screens

• Media Lifecycle Management tools – Delete and Relocation

What Is Supported

Limitations

• Speech Recognition – The file format provided by Zoom Contact Center is not compatible with Eleveo Speech Recognition.

• Upgrade to video - This is an experimental feature. While the solution is fully supported for compliance-related purposes, the content may not display properly on the Conversation Explorer.

• Upgrade to video -  Zoom Contact Center differentiates between calls and meetings. Both meetings (multiple participants) and calls (two participants) are supported. When Eleveo imports a meeting, it doesn't have a calling and called party. The following logic is used by Eleveo to determine the various participants:

  • calling is the transferring agent

  • called is the customer

  • other participants in a meeting are recorded, though the information about participants may not be visible in the Conversation Explorer.