Customer Engagement Pack
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.

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Customer Engagement Pack
Keep customers happy

Keep customers happy

Route calls so customers reach the right person instantly — no missed calls, no hold times.

Move faster as a team

Move faster as a team

Coordinate responses with team-based SMS messaging that keeps everyone in sync.

Improve with data

Improve with data

See what's happening across queues and teams, and resolve issues before customers feel them.

Simplify your stack

Simplify your stack

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

Key features
Key features

Give customer support teams advanced phone features

SMS messaging

SMS messaging

Keep customer text threads moving smoothly across shifts, so no message gets missed and team members have full context.

  • Shared team SMS inboxes for collaborative responses
  • AI team SMS summaries for fast context and handoffs
  • Templates, auto-responses, scheduled messages, for both team and individual SMS
  • Team SMS forwarding to route conversations to the right expert for faster, more accurate responses
  • Individual SMS delegation lets another user respond on someone else’s behalf
  • Central visibility into inbound and outbound team messaging
Zoom Phone AI Concierge
Zoom Phone AI Concierge

24/7 always-on AI Concierge

Set up a virtual AI receptionist to greet callers, answer questions, book appointments, and route callers to the right team automatically.

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Zoom Phone AI Concierge
Use cases
Use cases

Small teams, big impact — handle customer calls like pros

  1. Healthcare

    Healthcare

    • Route patient calls efficiently
    • Stay responsive when coverage shifts
    • Catch up quickly on patient texts
    • Manage after-hours requests
  2. Retail

    Retail

    • Handle peak call volume
    • Support multiple stores
    • Respond to customer texts as a team
    • Book appointments after hours
  3. Trade Services

    Trade Services

    • Route scheduling and service calls fast
    • Stay responsive in the field
    • Catch up fast after fieldwork
    • Turn after- hours calls into scheduled work
  4. Consulting and Professional Services

    Consulting and Professional Services

    • Route client calls
    • Stay responsive
    • Catch up with full context
    • Capture scheduling requests
Pricing
Pricing

Ready to get started?

You can add Customer Engagement Pack to any Zoom Phone license.

Annually
Customer Engagement Pack Add - on

*Zoom Phone Power Pack has a new name: Zoom Phone Customer Engagement
Pack. Any references to Power Pack refer to this Zoom Phone add-on.