Your business may be small, but your phone needs aren’t.

Running a small business means wearing many hats, and when you're the first voice customers hear, every call counts. Whether you're managing a medical office, retail store, trade service company, or consulting practice, customers expect fast, professional responses, whether they're calling or sending a text message to your business.

That's why we're excited to introduce the Customer Engagement Pack for Zoom Phone (formerly known as Power Pack). It's a purpose-built add-on that helps small and growing teams handle customer calls and messages more efficiently, without the complexity or cost of a full contact center.

As your business grows, so does the volume and complexity of customer interactions. Many small teams reach a point where basic phone system features fall short.

You may recognize some of these challenges:

• Handling multiple calls at once with no easy way to route them to the right person, or know who's available to help
• Missing context about why someone's calling or what was already discussed
• Responding to customer texts in silos—leading to duplicate replies or dropped conversations

You need more than basic call queues, but you don't want the overhead of a full contact center platform. That's the gap the Customer Engagement Pack fills.

Customer Engagement Pack gives your team advanced call handling, shared SMS workflows, and real-time visibility, all built directly into Zoom Phone. No new platforms to learn. No extra vendors to manage. Just better tools to help you respond faster and stay coordinated.

Route calls so customers reach the right person, instantly

With call queues and shared line groups, you can distribute incoming calls across your team based on availability, department, or time of day. Whether you're covering multiple locations or juggling different roles, calls land where they need to go without manual transfers or long hold times.

• Create queues that support multi-role teams across departments or locations
• Set up flexible routing rules that adapt to staffing gaps or high call volumes
• Let users opt in or out of queues so they can control when they take calls

Collaborate on customer texts as an individual or as a team

Customer texting shouldn't happen in silos. With shared SMS inboxes, your whole team can see incoming messages, pick up where someone else left off, and respond together across shifts so texting becomes a coordinated effort.

• AI-generated summaries let you catch up on what's been discussed
• Templates and auto-responses help you reply faster without sacrificing quality
• Scheduled messages let you plan follow-ups in advance
• 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 using their business number
• Central visibility into inbound and outbound team messaging

See what's happening in real time—and act before customers feel the delay

Live dashboards give you visibility into queue activity, wait times, and team availability. Spot bottlenecks before they become problems, adjust coverage on the fly, and use historical reports to continuously improve.

• See call volume, wait times, and team availability across queues
• Monitor employee status and call volume across all queues
• Track team SMS responsiveness and conversation trends
• Review historical data for call queues and auto receptionists to identify staffing patterns

Different industries have different needs, and Customer Engagement Pack adapts to each one.

• Healthcare practices use it to route patient calls and stay responsive across shifts.
• Retail stores manage peak call volume and support multiple locations. Trade services coordinate scheduling while teams are in the field.
• Consulting firms route client calls with full context and capture requests even when they're in meetings.

No matter your business, Customer Engagement Pack can help you handle customer interactions more efficiently.

Customer Engagement Pack bridges the gap between basic phone features and enterprise contact center software. It's designed for teams that need coordinated communication without enterprise overhead.

• Respond faster with smart routing and shared workflows
• Stay coordinated with real-time visibility and team-based SMS
• Handle every call with confidence using AI-powered context and insights 
• Simplify your stack—everything runs natively in Zoom Phone, with no new platforms to manage
• Scale affordably—get advanced features without contact center pricing

Customer Engagement Pack is available as an add-on to Zoom Phone and is included in select Zoom Workplace Enterprise plans. Whether you're a healthcare practice, retail business, trade service company, or consulting firm, the Customer Engagement Pack helps you deliver better customer experiences without the complexity.

Ready to respond faster and stay coordinated? Learn more about Customer Engagement Pack or contact your Zoom representative to get started.