Zoom will release an integration between its CCaaS platform and Microsoft Teams next week.
The integration will allow service agents on the Zoom Contact Center to transfer calls to back-office workers using Teams.
Yet, crucially, the integration is bidirectional, so back-office employees can also pass the call back to the agent.
As these cases switch between the platforms, key call details follow, giving the person picking up the call crucial customer context.
Additionally, the solution will enable instant conference calls between a Zoom Contact Center agent and a Teams user, so the agent receives real-time support when working on a complex case.
Microsoft Teams Presence and Directory sync features are also part of the integration. These allow the agent to check Teams users’ availability before pulling them into a customer conversation.
A final noteworthy feature of the integration is AI-powered routing. This automatically detects the customer’s intent and – for specific contacts – instantly routes the customer through to back-office users on Teams. There’s no need for a contact center agent to play the intermediary.
Microsoft is in the process of certifying the integration, which Zoom admins with Integration Management permission may enable through their admin web portal from Monday, March 17.
Why Does This Integration Matter?
The integration’s launch is significant in allowing contact centers that operate a mixed Teams and Zoom environment to create subject matter expert (SME) support channels.
As contact centers increasingly employ AI and self-service to automate transactional queries, these support mechanisms are essential to assist agents in combatting more complex contacts.
Yet, the announcement also underscores the Zoom Contact Center’s growth.
Not only is the CCaaS platform utilized by companies already using Zoom Workspace, but it’s also becoming a door opener for net new customers.
Recognizing this, Zoom has pivoted its motion to compete not only in the UCaaS-CCaaS integrated space but also as a pure-play CCaaS provider.
“Zoom is probably the most fascinating vendor in the CCaaS space,” said Zeus Kerravala, Principal Analyst at ZK Research, in a recent conversation with CX Today.
They’ve got a big install base now… and they are all in. I have never seen a structure where the CEO decided to make himself the GM of a group!
Now, by integrating with other UCaaS solutions, Zoom signals that it’s ready to compete at the forefront of the space for more enterprise contracts.
Zoom is already enjoying success here, recently announcing its largest-ever contact center win.
The Zoom Contact Center: What Else Is New?
News of the Zoom-Microsoft integration comes via the latest release notes for the Zoom Contact Center, which – this month alone – highlights 30 new and enhanced features.
One of those features makes Zoom Team Chat available within the CCaaS platform.
As a result, teams on the Zoom Contact Center can set up agent support channels, share cases, and collaborate without switching platforms.
Also, they may apply Zoom Virtual Agent bots to Zoom Team Chat flows using a new bot widget to help automate common internal support queries.
Another new feature is intent-based routing for voice, allowing teams to assign calls based on agent specialisms and their proficiency level.
To maximize this use case, customers can also monitor – perhaps on the Zoom Quality Management platform – which specific customer queries agents excel in answering.
By applying that data to the routing algorithm, contact centers may improve customer and employee satisfaction while lowering handling times.
Additionally, Zoom is introducing AI Companion and AI Expert Assist for video, ensuring that agents have the same support mechanisms on the channel as they would any other.
That’s just a snapshot of what’s new in March 2025. Other releases include an integration with Nuance Gatekeeper for AI-powered fraud prevention, co-browse support for live chat engagements, and team audio messages.
Yet, expect much more to come from Zoom, including new AI innovations, as covered in the recent CX Today article: Zoho, Zoom Get Ready to Release Small Language Models (SLMs)
