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.
Customer Engagement Pack
Respond faster. Stay coordinated. Handle every call with confidence.
Keep customers happy
Route calls so customers reach the right person instantly — no missed calls, no hold times.
Move faster as a team
Coordinate responses with team-based SMS messaging that keeps everyone in sync.
Improve with data
See what's happening across queues and teams, and resolve issues before customers feel them.
Simplify your stack
No new platforms to manage — everything you need is already in Zoom.
Key features
Give customer support teams advanced phone features
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.
Use cases
Small teams, big impact — handle customer calls like pros
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Healthcare
- Route patient calls efficiently
- Stay responsive when coverage shifts
- Catch up quickly on patient texts
- Manage after-hours requests
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Retail
- Handle peak call volume
- Support multiple stores
- Respond to customer texts as a team
- Book appointments after hours
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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
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Consulting and Professional Services
- Route client calls
- Stay responsive
- Catch up with full context
- Capture scheduling requests
Already a Zoom Phone customer?
*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.
Pricing
New to Zoom Phone?
You can add Customer Engagement Pack to any Zoom Phone license.