Zoom Contact Center CTI Connector features

Contact Center Features	Features	Salesforce	ServiceNow	Zendesk	MS Dynamics 365
Voice
	Inbound calling	✔	✔	✔	✔
	Outbound Calling (Search Via Name )	✔	✔	✔	✔
	Outbound Calling (Search Via Phone number)	✔	✔	✔	✔
	Calling a Zoom Phone user	✔	✔	✔	✔
	Direct Transfer to an agent/Queue	✔	✔	✔	✔
	Direct Transfer to a Flow (Voice)	✔	✔	✔	✔
	Transfer to voicemail (ZCC user)	✔	✔	✔	✔
	Transfer to voicemail (ZP user)	X	X	X	X
	Direct Transfer to a ZP user	✔	✔	✔	✔
	Direct Transfer to a ZP Queue	✔	✔	✔	✔
	Warm Transfer to an agent/queue	✔	✔	✔	✔
	Warm Transfer to an flow (Voice)	✔	✔	✔	✔
	Warm Transfer to a ZP user	✔	✔	✔	✔
	Warm Transfer to a ZP Queue	✔	✔	✔	✔
	Release to Queue	✔	✔	✔	✔
	Direct Conference	✔	✔	✔	✔
	Warm Conference	✔	✔	✔	✔
	Upgrade Voice to Video (via Email)	✔	✔	✔	✔
	Upgrade Voice to Video (via SMS)	✔	✔	✔	✔
	Click to Dial	✔	✔	✔	✔
	Phone number Match [E164 Format]	✔	✔	✔	✔
	Screen Pop	✔	✔	✔	✔
	Relate to	✔	✔	✔	✔
	Agent Notes	✔	✔	✔	✔
	Call Disposition/Wrap up	✔	✔	✔	✔
	Automatic Call Logging	✔	✔	✔	✔
	Call Recording URL	✔	✔	✔	✔
Video
	Inbound calling	✔	✔	✔	✔
	Direct Transfer to an agent/Queue	✔	✔	✔	✔
	Warm Transfer to an agent	✔	✔	✔	✔
	Release to Queue	✔	✔	✔	✔
	Transfer to Flow	✔	✔	✔	✔
	Outbound Calling (via Email)	✔	✔	✔	✔
	Outbound Calling (via SMS)	✔	✔	✔	✔
	Outbound Calling (via PSTN)	✔	✔	✔	✔
	Screen Share	✔	✔	✔	X
	Audio device selection	✔	✔	✔	✔
	Remote Control	✔	✔	✔	✔
	Zoom in/out	✔	✔	✔	✔
	In-video chat	✔	✔	✔	✔
	Screen Pop	✔	✔	✔	✔
	Relate to	✔	✔	✔	✔
	Agent Notes	✔	✔	✔	✔
	Call Disposition/Wrap up	✔	✔	✔	✔
	Automatic Call Logging	✔	✔	✔	✔
	Call Recording URL	✔	✔	✔	✔
	Email Address Match	✔	✔	✔	✔
	Virtual background / Blur	✔	✔	✔	✔
Outbound Dialers
	Progressive Dialer	✔	✔	✔	✔
	Preview Dialer	✔	✔	✔	✔
AI Companion
	Live Transcriptions (Voice and Video)	✔	✔	✔	✔
	Summaries (Incoming Engagement Preview)	✔	✔	✔	✔
AI Expert Assist
	Generate Smart Notes	✔	✔	✔	✔
	Auto Dispositioning	✔	✔	✔	✔
Messaging (Web Chat)
	Inbound chat	✔	✔	✔	✔
	Transfer to Agent/Queue	✔	✔	✔	✔
	Release to Queue	✔	✔	✔	✔
	Email Address Match	✔	✔	✔	✔
	Screen Pop	✔	✔	✔	✔
	Relate to	✔	✔	✔	✔
	Agent Notes	✔	✔	✔	✔
	Call Disposition/Wrap up	✔	✔	✔	✔
	Automatic Call Logging	✔	✔	✔	✔
	View Chat Transcript in Post engagement/Wrap up	✔	✔	✔	✔
	Upgrade to Video	✔	✔	✔	✔
	Upgrade to Voice	✔	✔	✔	✔
	Save Chat Transcript inside CRM	✔	X	X	X
Messaging (In-app chat)
	Inbound chat	✔	✔	✔	✔
	Transfer to Agent/Queue	✔	✔	✔	✔
	Release to Queue	✔	✔	✔	✔
	Email Address Match	X	X	X	X
	Screen Pop	X	X	X	X
	Relate to	X	X	X	X
	Agent Notes	✔	✔	✔	✔
	Call Disposition/Wrap up	✔	✔	✔	✔
	Automatic Call Logging	✔	✔	✔	✔
	View Chat Transcript in Post engagement/Wrap up	✔	✔	✔	✔
	Upgrade to Video	✔	✔	✔	✔
	Upgrade to Voice	✔	✔	✔	✔
	Save Chat Transcript inside CRM	X	X	X	X
Messaging (SMS)
	Inbound SMS	✔	✔	✔	✔
	Transfer to Agent/Queue	✔	✔	✔	✔
	Release to Queue	✔	✔	✔	✔
	Phone number match	✔	✔	✔	✔
	Screen Pop	✔	✔	✔	✔
	Relate to	✔	✔	✔	✔
	Agent Notes	✔	✔	✔	✔
	Call Disposition/Wrap up	✔	✔	✔	✔
	Automatic Call Logging	✔	✔	✔	✔
	View Chat Transcript in Post engagement/Wrap up	✔	✔	✔	✔
	Upgrade to Video	✔	✔	✔	✔
	Upgrade to Voice	✔	✔	✔	✔
	Save Chat Transcript inside CRM	X	X	X	X
Messaging (Social)
	Inbound chat	✔	✔	✔	✔
	Transfer to Agent/Queue	✔	✔	✔	✔
	Release to Queue	✔	✔	✔	✔
	Email Address Match	X	X	X	X
	Screen Pop	X	X	X	X
	Relate to	X	X	X	X
	Agent Notes	✔	✔	✔	✔
	Call Disposition/Wrap up	✔	✔	✔	✔
	Automatic Call Logging	✔	✔	✔	✔
	View Chat Transcript in Post engagement/Wrap up	✔	✔	✔	✔
	Upgrade to Video	✔	✔	✔	✔
	Upgrade to Voice	✔	✔	✔	✔
	Save Chat Transcript inside CRM	X	X	X	X

Zoom Contact Center CTI Connector features

Requirements for Zoom Contact Center CTI Connector features

CTI Connector feature list