Contact Center Agents

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, 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 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 to integrate access to Contact Center features and data directly into your application. See the Zoom Contact Center Support 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.