How Zoom Contact Center Integrates with Microsoft Teams
Learn how the Zoom Contact Center and Microsoft Teams integration helps support agents collaborate with internal subject matter experts in real time. This video explains how agents can view Microsoft Teams presence data, contact internal specialists, streamline escalations, and resolve customer issues more efficiently without leaving Zoom Contact Center.
0:00 - Overview of Zoom & Microsoft Teams Integration
0:08 - Checking Real-Time Presence Status & Direct Calling
1:16 - Streamlining Customer Support Workflows
1:31 - Performing a Warm Transfer to a Subject Matter Expert
How does Zoom Contact Center integrate with Microsoft Teams?
Zoom Contact Center integrates with Microsoft Teams so agents can see a Teams user’s real-time presence status directly inside Zoom, search for colleagues, and initiate calls from Zoom to someone using Microsoft Teams.
How can Zoom Contact Center agents transfer customer calls to Microsoft Teams users?
Agents can search for a subject matter expert in Zoom, confirm their Microsoft Teams availability, then choose a direct transfer or warm transfer. With a warm transfer, the agent can brief the expert before completing the handoff, so the customer is connected with the right person and the right context.
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