Overview: Zoom Contact Center

Due to maintenance and reliability issues with the existing on-prem Contact Center solution, Chorus is offering a cloud-based solution on the Zoom platform until early 2024.  This offers all the functionality of the existing system, while also being able to offer a much greater degree of reliability.  However, we are limited in the number of available licences for users, so please contact the Chorus team by opening a request for help if you're interested in Zoom Contact Center, and a member of the team will get back to you.

The following table should help you decide if you need Zoom Contact Center, or if you would be better served using a Call Queue in Telephony over Teams.

Feature Telephony over Teams Zoom Contact Center Feature Type
Historical Reporting Yes Yes Analytics
Real Time Reporting No Yes Analytics
Wallboards No Yes


Skills based Routing No Yes Call Control
Time of day Routing Yes Yes Call Control
Holiday Routing Yes Yes Call Control
Call Queuing Yes Yes Call Control
IVR (eg, press 1 for reception, 2 for finance) Yes Yes Call Control
Greeting Messages Yes Yes Call Control
Hold Music Yes Yes Call Control
Call Queue Design Yes Yes Call Control
Supervisors able to manage agent skills No Yes Supervisor Capability
Supervisors able to manage queue configuration No Yes Supervisor Capability
Call Barge/Whisper No Yes Supervisor Capability
CRM Integration No Yes* System Feature
Omnichannel Capability No Yes* System Feature
Social Media Integration No Yes* System Feature
AI/Bots No Yes* System Feature
Callbacks No Yes System Feature
Outbound Call Campaigns No Yes System Feature


* - not yet available - would be subject to additional cost and configuration

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