Phone System Zoom Workplace

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

Advanced call handling and team coordination without the complexity or cost of an enterprise contact center solution

5 min read

Updated on June 13, 2023

Published on August 03, 2022

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

In this blog

01 When basic phone features aren't enough, but contact centers are too much - Jumplink to When basic phone features aren't enough, but contact centers are too much
02 What Customer Engagement Pack and Zoom Phone can do for you - Jumplink to What Customer Engagement Pack and Zoom Phone can do for you
03 Real small-business problems solved with real easy solutions - Jumplink to Real small-business problems solved with real easy solutions
04 The middle ground your team actually needs - Jumplink to The middle ground your team actually needs
05 Getting started with Zoom Phone and the Customer Engagement Pack - Jumplink to Getting started with Zoom Phone and the Customer Engagement Pack

Asiya Gorelik

Product Marketing, Zoom Phone & UCaaS

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 and better coordination and visibility, 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.