Customer Engagement Pack

Respond faster. Stay coordinated. Handle every call with confidence.

Route, manage, and respond to customer interactions with full context and AI support — without the complexity of a full contact center. Customer Engagement Pack is the Zoom Phone add-on built for teams that need coordinated communication, not enterprise overhead.

Add to Zoom Phone

Keep customers happy

Connect calls faster and miss fewer opportunities.

Move faster as a team

Coordinate responses with team-based SMS messaging.

Improve with data

Stay ahead of issues across teams and queues.

Simplify your stack

No new platforms — everything you need is already in Zoom.

Key features

Give customer support teams advanced phone features

Improved call handling

Empower your team to stay responsive in any situation with priority rules and real-time visibility.

Set custom call handling rules for VIP contacts, ensuring high-value callers get priority and consistency.
Give customers control over when they take calls with opt-in and opt-out queue participation.

Built-in AI

Support a smooth customer experience with built-in AI

Customer Engagement Pack’s AI capabilities capture context, surface urgent issues, & turn conversations into clear next steps, helping teams respond faster and prioritize what matters.

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