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 |
Analytics
|
| 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
