TTEC Digital + Zoom
Zoom built the complete cloud enterprise CX platform for you to delight customers and empower employees. TTEC Digital delivers the integration engineering and operational expertise to optimize and scale it.
The power of partnership
Everyone knows how easy it is to connect on Zoom — but bringing that same effortless experience into a complex enterprise contact center takes an expert touch.
TTEC Digital combines the all-in-one Zoom CX Suite, unifying omnichannel routing, conversational AI, expert assistance, and workforce engagement lifecycle tools, with our own deep integration engineering and operational expertise. As Zoom scales to meet the needs of the world's largest organizations and enterprise ecosystems grow more complex, we provide the strategic roadmap, custom tech stack integration, and backend development required to maximize your tech investment and protect your business from customer churn.
Our unique combination of cloud architecture prowess, data design, and extensive CX deployment know-how allows us to optimize the entire interaction lifecycle — from initial migration to continuous AI tuning. By pairing Zoom’s rapid pace of platform innovation with our robust SurroundCX™ Managed Services, we ensure your organization reduces total cost of ownership, boosts agent productivity, and delivers seamless, scalable customer experiences.
What we solve together
We target and eliminate the three biggest operational friction points hurting today's enterprise customer and employee experience operations.
Customer churn
A single poor experience can drive a customer to a competitor. We stop churn by architecting data-guided journeys and smart agent handoffs across Zoom's omnichannel platform so customers never have to repeat themselves.
Agent burnout
As customer inquiries grow increasingly complex and drive up average handle times, we replace messy, multi-screen setups with Zoom's intuitive, single-pane console to eliminate agent fatigue and streamline workflows.
Cost to serve
To protect your bottom line during changing economic conditions, we lower the total cost of ownership by deploying native AI companion features and forecasting tools to automate routine tasks and optimize staffing levels.
Add the TTEC Digital layer to Zoom's CX suite
Zoom bridges the gap between complex hyperscalers and rigid legacy systems — giving businesses fast, modern innovation on an easy-to-use platform. Here is how TTEC Digital optimizes it for enterprise scale:
Zoom contact center integration
Zoom Contact Center unifies phone, chat, SMS, and video onto a single, cloud-native platform.
- What the platform provides: A centralized system where agents can seamlessly switch from a chat to a live video screen-share to solve tough problems instantly.
- The TTEC Digital layer: Our engineers migrate your legacy systems, architect your cloud environment, and integrate your entire existing tech stack into Zoom so it aligns perfectly with your operating model.
- The result: Silos are eliminated, total cost of ownership goes down, and agent productivity increases by up to 42% when businesses deploy an integrated platform.
Zoom virtual agent tuning
Zoom Virtual Agent is a conversational AI chatbot that handles customer inquiries automatically.
- What the platform provides: An AI bot that accurately resolves routine questions 24/7 and passes complex issues to a live agent along with the customer's full chat history.
- The TTEC Digital layer: A bot is only as good as its data. We identify the exact areas where AI will have the highest impact, build the personalized backend workflows, and conduct the ongoing logic training and tuning required to continually improve self-service rates.
- The result: Instant resolutions for customers and an average self-service rate of 48%.
Why TTEC Digital for Zoom
Our team of CCaaS, CX and CRM experts is committed to helping you get the most out of your Zoom solutions.
We drive deep user adoption of Zoom's tools so your business sees a faster time-to-value.
Through SurroundCX™, we continually update your platform with Zoom's newest AI capabilities as soon as they drop.
Security and privacy
We design your Zoom architecture to meet strict enterprise-grade security and global compliance standards.
Human + AI roadmaps
We map out the exact balance between automated self-service and live human support so your customer journeys feel natural and connected.
Unlock the power of Zoom
Get hyperscaler-level innovation on an enterprise-grade, buyer-friendly platform — all implemented, integrated and managed by the CX experts at TTEC Digital.