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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.

Supported for CLOUD DEPLOYMENTS + ON-PREMISE DEPLOYMENTS+HYBRID DEPLOYMENTS

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

  • Speech Recognition – Is supported.

What Is Supported

Feature

Recording

Screen
Capture

Upgrade to video

User Import

User Authentication
(User Management)

SSO

Conversation Explorer

QM(Reviews)

Speech
Recognition

Live
Monitor

Voice of the
Customer

WFO Analytics
(Reports +
Dashboards)

WFM (historical data)
Manual+Automatic

WFM Intraday

WFM Real Time Adherence

Zoom Contact Center

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