Front has integrated with Zoom Contact Centre to unify voice, SMS, email, and chat conversations in a single workspace, improving collaboration and customer context.
Front, a customer operations platform for B2B teams, has introduced a new integration with Zoom Contact Centre that enables organisations to manage customer conversations from a single workspace. The integration brings inbound and outbound calls, voicemails, and SMS conversations from Zoom Contact Centre into Front alongside email and chat interactions.
As customer communication becomes increasingly fragmented across channels and systems, businesses are struggling to maintain context across interactions. By bringing Zoom Contact Centre into the same workspace where teams already collaborate on customer issues, Front aims to reduce context switching, improve coordination across teams, and help organisations resolve issues more quickly.
“Customer conversations increasingly span channels, teams, and systems, making continuity and context more important than ever. This integration reflects a shared commitment between Zoom and Front to helping organisations unify customer conversations and improve collaboration across customer-facing teams,” said Kentis Gopalla, Head of Customer Experience Product & Ecosystem, Zoom.
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Bringing Customer Conversations Together
The integration allows teams to manage calls, voicemails, SMS, email, and chat conversations from a unified workspace while providing access to conversation history and CRM data during live customer interactions. Users can also listen to call recordings, search voicemail transcripts, automatically pause assignments during active calls, and monitor voice and digital interactions through Front Analytics.
The integration also extends Front AI into voice and SMS workflows, enabling automatic tagging, prioritisation, routing, AI-assisted summaries, and draft responses to help teams respond more efficiently.
“Voice conversations are often where the most important customer moments happen, but they’re typically disconnected from the rest of the customer workflow. Together, Front and Zoom give teams the full context behind every customer conversation so they can resolve issues more effectively,” said Ally Anderson, Vice President of Global Partner and Channel Sales, Front.
Expanding Omnichannel Customer Operations
The Zoom Contact Centre integration builds on Front’s existing Zoom Meetings integration, allowing users to manage customer communications across additional channels from a single platform. The new integration is available for Front customers using Zoom Contact Centre on Starter, Professional, and Enterprise plans, with certain voice features varying by region.
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