ZOOM
Zoom and Amazon Connect Working as One Phone System
Zoom Phone for the back office, Amazon Connect for the contact centre, and warm transfers between them so customers reach an expert without a second call.
Trusted across Canada
The contact centre is not the whole company.
The answer to a customer’s question often sits with someone outside the contact centre, on a different phone system.
Agents give out an extension or promise a callback because they cannot reach the expert directly.
A contact centre platform and a UC platform bought separately, with no connection between them.
When a call does reach a specialist, it arrives with no history and the customer starts over.
How we connect Zoom and Amazon Connect.
Each platform does what it is good at. We build the bridge so the customer never notices the seam.
Warm Transfer
Customer Journey
Transfer Paths
Zoom Phone integration
Warm transfer from an Amazon Connect agent to a Zoom Phone user, with the customer's context passed along.
Presence-aware routing
Agents see whether the expert is available before transferring, so customers are not sent to voicemail.
Shared directory and numbers
One number plan across both platforms, with DID and extension routing managed in one place.
End-to-end reporting
The full customer journey, from queue to expert, in one set of reports.
Who runs on what, and why.
A contact centre platform and a UC platform solve different problems. Using each for its purpose costs less and works better.
Need
Platform
Running Zoom and a separate contact centre?
Tell us how calls move between them today and we will show you the integrated version.
Contact us
Talk to the Serve7 team.
Tell us what you are working on and we will get back to you within one business day.
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