Theta Lake, the first company to launch an app on Zoom's App Marketplace, has more than doubled its new business since integrating with Zoom

Theta Lake for Zoom Contact Center is one of Theta Lake’s eight apps currently published on the Zoom App Marketplace. It offers a comprehensive compliance and security suite that helps organizations manage, monitor, and retain their digital communications.

The partnership between Zoom and Theta Lake goes back to the early days of the Zoom App Marketplace in 2018, when the Theta Lake for Zoom app was the first-ever app to be published on the platform.

Since then, Theta Lake has continued to innovate by creating apps for various Zoom products like Zoom Phone, Zoom Whiteboard, and Zoom Contact Center.

What challenges did customers face before Theta Lake built with Zoom?

According to the Theta Lake team, many organizations encounter challenges in effectively retaining and supervising contact center recordings that are compatible with their media-rich unified communication systems. These recordings are crucial for management teams to conduct regular reviews of all content. This helps to ensure quality and facilitate training, and can be used to help validate adherence to regulatory requirements. Furthermore, the recordings often encompass sensitive data such as Personally Identifiable Information (PII) and Payment Card Industry (PCI) data, with the need to implement robust security measures.

Zoom Contact Center, a powerful omnichannel contact center system, is strategically designed to empower businesses to deliver timely, precise, secure and supportive experiences for both customers and agents. Acknowledging the significance of capturing and retaining interactions for training and regulatory compliance, the Theta Lake team recognized that an integration with Zoom Contact Center would provide a seamless solution in this area.

Furthermore, similar to all Theta Lake integrations with Zoom products published on the Zoom App Marketplace, the Theta Lake for Zoom Contact Center app allows for a simple setup and deployment process.

Why Theta Lake chose the Zoom platform

If you want to be a market leader, you need to be close to Zoom.

- Rich Sutton, CTO and co-founder of Theta Lake

The Theta Lake team wanted to meet customers on their preferred platforms and provide strong support for the different technology and collaboration solutions they use. As Zoom is a leader in the collaboration space and is known for its fast innovation and wide range of offerings, one of Theta Lake's main goals has been to keep up with Zoom's fast pace of innovation and be at the forefront of adding new features for its end users. For instance, Zoom Contact Center offers intelligent self-service and routing, as well as one experience for unified communications to help boost CSAT scores, improve first-contact resolution, and drive faster resolution.

Many collaboration platforms integrate with Theta Lake, and Theta Lake’s customers often ask these platforms for help with regulatory compliance. Among these platforms, the Theta Lake team believes that Zoom stands out as the most innovative in the market for video conferencing, calling, chat, and more.

By staying aligned with Zoom and its commitment to bring new features to market quickly, Theta Lake creates great momentum and enthusiasm for their customers, who see Zoom as an innovator and appreciate being able to adopt its new features.

The Theta Lake for Zoom Contact Center app provides a visual workflow editor to optimize the routing process, place priority on potentially sensitive content, and facilitate content review within a dedicated workspace.

What solution does the Theta Lake for Zoom Contact Center integration provide?

Theta Lake for Zoom Contact Center enables Zoom Contact Center admins to capture, analyze, and archive compliant voice recordings, call logs, and metadata. It facilitates search and risk detection, as well as extended data redaction and protection options. Content can be flagged, reviewed, redacted, archived, and tagged for legal hold.

The content is stored in its native format to help compliance and legal personnel determine the context and identify potential risks. Theta Lake has many built-in classifiers to flag risks across Zoom applications, including data leakage, misconduct, and regulatory compliance violations. Furthermore, customers can create their own custom classifiers. This results in more accurate risk identification and increased productivity for compliance and legal teams.

Tips and recommendations to the developer community

As developers, the Theta Lake team believes it is important to consider how your app will be positioned in the Zoom App Marketplace — it is crucial that developers focus on their app listing’s appearance and show the value it offers to end users. The Theta Lake team thinks that the key to the success of a third-party app lies not so much in mentioning technical details of the integration, but rather in the messaging and marketing that drive adoption on the Zoom App Marketplace.

Additional references about the Theta Lake for Zoom Contact Center app

  • The Theta Lake for Zoom Contact Center app is part of the Zoom ISV Partner Program
  • The Theta Lake for Zoom Contact Center app is on the Zoom App Marketplace
  • Theta Lake for Zoom was the first-ever app to be published on the Zoom App Marketplace
  • Explore Theta Lake's eight applications on the Zoom App Marketplace here

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