# Contact Center Agents

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**Agents** are internal team members who use ZCC to engage with external users. Depending on the workflow and environment, agents typically operate in the following contexts:

-   **Zoom Workplace App**: For a native experience, agents use the Zoom Contact Center desktop interface. You can enhance this experience by building [Zoom Contact Center Apps](/docs/contact-center/apps/create-zcc-apps), which embed your custom web tools directly into the agent's call UI — enabling a seamless, "single pane of glass" workflow that reduces context-switching and boosts productivity.
-   **Your Web Application**: If you have a custom CRM or agent dashboard, [Smart Embed](/docs/contact-center/smart-embed) allows you to embed the Zoom Contact Center softphone directly into your app via an iframe. This gives agents access to all core Contact Center capabilities without leaving your environment.
-   **CRM Integration**: Use the Zoom Contact Center [API endpoints and events](/docs/api/contact-center) to integrate access to Contact Center features and data directly into your application. See the [Zoom Contact Center Support](https://support.zoom.us/hc/en-us/categories/4423802887949) page for further details on CRM integraton.

> Support for official CRM CTI Connector Integrations, where the agent is embedded inside the CRM, can be found on the [Zoom Support Site](https://support.zoom.com/hc).