Zoom Contact Center Is Now Live!

From

Alyson Rohane <alyson.rohane@thekey.com>

To

Dashira Contreras <dashira.contrerasrodriguez@thekey.com>, Dericka Flores Valmonte <dflores@thekey.com>, "Desiree A." <desiree.aranjo@thekey.com>, Diane Van Houten <diane.vanhouten@thekey.com>, Elizabeth Parrish <elizabeth.parrish@thekey.com>, Emily Lynch <edean@thekey.com>, Gigi Sportelli <giulia.sportelli@thekey.com>, James Ferlin <jferlin@thekey.com>, Joshua Morales <joshua.morales@thekey.com>, Kiana Prudhont <kiana.prudhont@thekey.com>, Liesel Springall <liesel.springall@thekey.com>, Maria Prudhont <mprudhont@thekey.com>, Tyler Dearing <tyler.dearing@thekey.com>, Laurie Brangi <laurie.brangi@thekey.com>, Kathryn Kennedy <kathryn.kennedy@thekey.com>, Rosa Rodriguez <rosa.rodriguez@thekey.com>, Rebbecca Foulon <rebbecca.foulon@thekey.com>, Tayler Lacy <tayler.lacy@thekey.com>, Gayle Soulides <gsoulides@thekey.com>, Santiago Morales <santiago.morales@thekey.com>, Francesca Onorato <francesca.onorato@thekey.com>, Heather Pich <heather.pich@thekey.com>

CC

Matthew Albano <matthew.albano@thekey.com>, Bryan Carter <bryan.carter@thekey.com>, Cristal Munoz <cmunoz@thekey.com>, Amanda Ominsky <amanda.ominsky@thekey.com>, Mark Warner <mark.warner@thekey.com>, Renee Drobek <renee.drobek@thekey.com>, Alisha Laird <alisha.laird@thekey.com>, Terrence Vetter <terrence.vetter@thekey.com>, Gabriel La <gabe@thekey.com>, Brian Christian <brian.christian@thekey.com>, Regional Directors <RegionalDirectors@thekey.com>, Michelle Land <michelle.land@thekey.com>, =?UTF-8?Q?Stephanie_Romina_=E2=80=9CRomie=E2=80=9D_Romero?= <sromero@thekey.com>, Stephanie Mulhall <stephanie.mulhall@thekey.com>, Cheryl Logan <cheryl.logan@thekey.com>, Geraldine Terlecki <geraldine.nath@thekey.com>

Date

Wed, 11 Feb 2026 06:08:00 -0800

Folder

INBOX

--00000000000002cede064a8ce89a Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi everyone, We=E2=80=99re excited to announce that the Zoom Contact Center is now live = and has officially replaced NICE for intake operations. Thank you to everyone who supported testing, training and readiness efforts leading up to today=E2=80=99s launch. This new platform introduces several enhancements for the Intake team, including: - Call recording and automated transcripts to support quality and visibility - SMS functionality for easier and more efficient communication with clients - Additional features to improve the overall caller and agent experience - Better reporting capabilities for real-time and ad-hoc analysis Important Changes for Intake: With this launch, there are 3 changes for intake that are i