As a reference integrator for mission critical communication & collaboration we support our customers with innovative technologies from advice to implementation and managed services. We focus on evolution instead of revolution with innovative partners to increase the end customer and employee experience at the pace of the customer.
Zoom – A Partner in That Journey
When most people think of Zoom, video meetings likely come to mind. But Zoom has evolved far beyond its roots as a conferencing tool. Today, the Zoom CX Suite is a comprehensive communication and collaboration platform designed to meet the complex needs of modern organisations.
Today’s organisations face mounting pressure to deliver seamless, efficient, and personalised customer experiences across every channel. The Zoom CX Suite rises to this challenge with three core components: Contact Center, Phone, and Virtual Agent. These solutions work together to create unified customer journeys, empower teams, and reduce operational complexity, helping organisations deliver the level of service their customers expect.
These services are all part of the comprehensive Zoom workplace and business services offering.
Interworking and integration with existing architectures are key in the approach. A rip & replace approach is often not the way forward but ultimately can be the endgame. Flexibility and adaptability are key.
Zoom Contact Center: AI-First Omnichannel Engagement
Zoom Contact Center is a cloud-based, AI-driven contact centre as a service (CCaaS) solution that supports multiple communication channels, including voice, video, chat, SMS, and social media. Unlike traditional contact centres that focus mainly on voice, Zoom’s platform is optimised for video interactions, providing a more personalised customer experience.
With skills-based routing, advanced analytics, and seamless integration with the familiar Zoom interface, organisations can:
- Empower Agents and Supervisors: Zoom Contact Center includes the Zoom AI Companion in every license, helping to automate interaction summaries, sentiment analysis, and real-time monitoring. Supervisors can focus on strategic initiatives while maintaining high service quality.
- Accelerate Resolution Times: Skills-based routing connects customers with the right agents immediately. This reduces wait times and improves first-call resolution rates.
- Gain Real-time Insights: Built-in analytics and dashboards provide visibility into agent productivity, call handling times, and customer satisfaction metrics. Supervisors can track key metrics across all channels and leverage actionable insights (e.g. trending topics, CSAT, root causes of issues) to continually refine service quality.
- Deploy intelligent Self-Service: Coupled with Zoom Virtual Agent, Zoom’s conversational AI chatbot, organisation can deploy intelligent self-service, handling routine inquiries with high accuracy and even manage multi-intent questions in a single session. This capability reduces the need to transfer calls or chats to live agents, cutting costs and improving customer experience.
Zoom Phone: Enterprise Communications Simplified
Zoom Phone is a cloud phone system for businesses of all sizes. The solution provides enterprise-grade telephony as a standalone UCaaS solution or as a deeply integrated extension of Microsoft Teams or existing Voice platforms such as Mitel or Avaya.
Zoom Phone offers the advanced calling features that businesses require such as call queues, IVR, advanced routing, SMS, and voicemail.
Key benefits for organisations include:
- Intelligent Call Routing: Multi-level auto-attendants and intelligent routing ensure calls reach the right agents quickly, minimising missed connections and customer frustration.
- Global Scalability: Consolidate carriers and manage communications across multinational teams with ease, thanks to Zoom’s global infrastructure and “Bring Your Own Carrier” flexibility.
- Seamless Migration: Effortlessly port existing business numbers and integrate with current workflows, reducing transition headaches for IT teams.
- Compliance and Quality: Secure HD audio, comprehensive call recording, and detailed call logs support compliance requirements and quality assurance initiatives.
- Enterprise Reliability and Quality: Zoom Phone offers 99.999% uptime SLA. Features like Zoom Phone Local Survivability to keep your dial tone available even during internet outages.
Zoom Virtual Agent: AI-Powered Omnichannel Self-Service
Zoom Virtual Agent is the platform’s conversational AI chatbot solution designed to deliver instant, personalised support across web, mobile, and messaging channels.
For businesses, this means:
- 24/7 Self-Service: Customers and employees can resolve common issues anytime. This reduces call volumes and frees human agents for more complex tasks.
- Advanced AI Understanding: Natural language processing and machine learning enable the Zoom Virtual Agent to interpret everyday language, handle multi-intent queries, and provide accurate, context-aware responses.
- Lower Total Cost of Ownership: Unlike traditional rule-based chatbots, Zoom Virtual Agent requires less maintenance and delivers higher self-service resolution rates.
- Seamless Escalation: When needed, the virtual agent can route complex issues to live agents, ensuring a smooth handoff and continuity of service.
- Personalisation: Zoom Virtual Agent is highly customisable and integrable. It connects with your backend systems – CRM, ticketing system, databases, knowledge repositories – to provide personalised responses using real customer data.
Zoom CX Solutions at a Glance
Zoom’s offerings cover all aspects of modern communications and customer service. The table below summarises each focus area alongside the corresponding Zoom solution and its key value:
A Unified, Future-Proof platform
One of Zoom’s greatest strengths is that all these solutions interwork on a single platform, together or independently.
Zoom Contact Center, Zoom Phone, Zoom Virtual Agent, and the rest of the Zoom ecosystem (Meetings, Team Chat, Whiteboard, etc.) share the same cloud foundation and can be managed together.
This unified approach eliminates silos between your communications channels and your customer touchpoints. For example, an employee can easily escalate a Zoom Team Chat conversation to a Zoom Phone call, or a customer calling into the contact centre can be elevated to a Zoom video meeting for a high-touch interaction – all within one platform. Data flows freely between the modules, enabling features like a 360-degree customer view for agents and consolidated analytics across every channel of interaction.
Zoom’s platform stays ahead with an AI-first focus, adding new AI features to improve meetings, chats, calls, and customer interactions. The Zoom AI Companion works across the platform, so your communications tools evolve as your needs change. As your organisation grows, Zoom adapts with AI insights, predictive tools, and automation – no need to replace existing systems. In short, Zoom offers a communications and CX platform that grows with your business and keeps you ready for the future.
Zoom and Mitel’s AI-First Hybrid Communications Partnership
In February 2025, Zoom and Mitel announced a significant partnership to deliver an AI-first hybrid communications and collaboration solution. This joint offering integrates Zoom Workplace and the Zoom AI Companion directly with Mitel’s flagship telephony platforms, including OpenScape Voice, OpenScape 4000, MiVoice Business, MiVoice 5000, and MX-ONE.
What does this mean in practice? Essentially, Mitel’s core telephony systems can now work directly with Zoom’s collaboration tools. That includes things like meetings, chat, and even some of the newer AI features Zoom’s been rolling out. That means you can keep your existing Mitel phones and infrastructure, while also gaining access to Zoom CX features such as meetings, chat, and their AI-powered productivity tools. For anyone who’s ever faced the challenge of a full-scale migration, this kind of integration is genuinely welcome. You don’t have to overhaul everything at once; you can build on what’s already working.
For our clients, this partnership offers a new level of flexibility. If you value the reliability and security of your current Mitel system, you can continue to use it. At the same time, you have the option to explore Zoom’s latest innovations – like their AI Companion for content creation, meeting summaries, and workflow automation – without making a major commitment right away. It’s a way to modernise communications gradually, which, in our experience, is often the most practical approach.
Damovo – Your Trusted Partner in Zoom Success
Implementing a platform like Zoom CX can bring real results to your business – stronger connections, smoother communication, and better customer experiences. To get there, you need a partner who understands your challenges and helps you find the right fit. Damovo focuses on your goals, working with you to build a tailored solution that integrates seamlessly with your existing tools and processes.
As a platinum Zoom partner, Damovo will work closely with your team from strategy through deployment and beyond. We start by understanding your communication challenges and goals, ensuring the solution is aligned with your business objectives. Our experts then design and implement the optimal Zoom architecture – whether you need a full cloud deployment, a hybrid integration with existing systems, or a phased rollout. Throughout the journey, we provide comprehensive support and training, so your users quickly adopt the new tools, and your IT staff is empowered to manage them effectively.
Damovo’s extensive experience in critical communication environments means we prioritise reliability, security, and quality at every step. By leveraging our expertise and Zoom’s advanced tools – like AI Companion and CRM/ITSM integrations – you’ll gain more than just a communication platform. You’ll see real improvements in customer service and efficiency.
Damovo is here to help you turn these opportunities into measurable outcomes that support your growth. Let’s talk about how we can make that happen for you.