Zoom Contact Center Integration
This integration was deprecated and will be removed in a future release.
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 | Upgrade to video | User Import | User Authentication | SSO | Conversation Explorer | QM(Reviews) | Speech | Live | Voice of the | WFO Analytics | WFM (historical data) | WFM Intraday | WFM Real Time Adherence |
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Zoom Contact Center |
|