Introducing IntegrationHub for Zoom

When we embarked on our cloud contact centre technology journey nearly a decade ago (feeling a bit seasoned, aren't we?), it swiftly became evident that two key factors would begin to revolutionise the industry: the integration of third-party and back office systems, and the implementation of artificial intelligence (AI). And over recent years these elements have emerged as game-changers for contact centre operators and the people responsible for managing contact centre solutions.

The ability to seamlessly integrate diverse systems has transformed how contact centres operate, enhancing efficiency and improving customer service delivery. Integration allows for a unified platform where various tools and applications work in tandem, streamlining workflows and providing agents with comprehensive customer data at their fingertips. Consequently, this leads to quicker resolution times, personalised customer interactions, and ultimately, higher customer satisfaction.

As with many modern day cloud platforms Zoom offers an array of open APIs and web-hooks across the product suite, enabling connection with other business critical tools and systems such as CRM, Service Desk, ERP, eCommerce, Knowledge Base and more. Several integrations also exist "out of the box" for Zoom Contact Center and Zoom Phone including Salesforce, Dynamics, Zendesk, and ServiceNow. So, if you're a customer of these solutions you really should take a look at Zoom for your unified comms, AI and contact centre technology needs (we can help, get in touch!)

But what if you're using a tool or technology that isn't supported natively by Zoom?

Or what if you have a specific use case that the standard integration doesn't handle?

Well... typically you'd go to a System Integrator (like us) to build it for you. But bespoke system integration can be pretty time-consuming. And often expensive.

That's why we created IntegrationHub for Zoom.

What is IntegrationHub?

IntegrationHub is a unique integration platform which enables secure connection between Zoom and virtually any third-party tool or API, supporting a variety of business use cases.

With IntegrationHub, we've already done the work involved in getting data off the Zoom platform (and sending data back), so integrating these data-points with your own systems is now much more straightforward than if we were starting from scratch. This significantly reduces the time and cost involved in configuring and launching third-party and custom integrations with Zoom.

IntegrationHub is securely cloud hosted, architected for scale, and provided as a fully managed service by Acceleraate.

Example Use Cases:

• Ticketing & CRM - Automated interaction logging, ticket creation, ticket updating, recording & transcription logging, interaction history.

• Zoom Apps - Surface information from back-office tools via custom apps in the Zoom Contact Center and Zoom Phone interface.

• Knowledge Sync - Leverage your knowledge content for customer self-service, and agent assistance.

• Computer Telephony Integration (CTI) - Embed Zoom Contact Center and Zoom Phone into your CRM or Service platform enabling screen pop, click to call, and logging.

• Adoption Accelerators - Tools to help organisations migrate faster and maximise return on investment.

• Address Book Sync - Synchronise contacts from third-party tools such as Microsoft, Google, or your CRM.

Integrations for Zoom Contact Center, Zoom Virtual Agent, and Zoom Phone.

We've already built several Zoom integrations that are available today, with many more to come. Don't worry if you don't see the business tool(s) you're currently using - please get in touch with us to talk about a specific integration or use case.

Directory for Microsoft Teams

Our Microsoft Teams Directory application for Zoom Contact Center & Zoom Phone ensures that your Zoom users have real-time access to your entire Microsoft Teams address book, including live presence indicator, and full contact details. The application is deployed easily via Zoom Apps directly into the Zoom desktop application. When your Zoom Contact Center or Zoom Phone users need to search for a Teams user they simply launch the directory, and search for the department or user they need.

Find out more >

Gorgias & Zoom Phone Integration

Boost productivity with seamless integration that automatically creates a ticket for both incoming and outgoing calls and stores the interaction information in Gorgias (associated agent, voicemail, call recording and transcript). Or, if there’s already an open ticket for the caller it adds the interaction information to that ticket. This saves a lot of time and ensures your Zoom Phone users have all the context they need without wasting time searching or manually raising tickets.

Find out more >

Talk to us about your integration requirements.

Acceleraate is a Zoom Solution Partner, Zoom Authorised Reseller, and the first Zoom partner to achieve the Zoom Customer Experience (ZCX) Competency certification. We are CX and Customer Contact optimisation experts and specialise in solving problems by uniting cloud technology with smart and straightforward thinking. We focus on helping businesses reduce effort, improve loyalty, and maximise cost efficiency.

With over two decades of hands-on experience designing, implementing, and managing cloud contact centres and AI solutions for some of the UK's best-known businesses and brands, Acceleraate delivers CX strategy, implementation, system integration, optimisation, and modern managed services for business.