What is it? 

The Verint Zoom Contact Center CSI Adapter provides organizations with the ability to ingest CSI statistics from the Zoom Contact Center into the Verint Cloud for use throughout the suite of Verint applications. 

How does it work? 

The Verint Zoom Contact Center CSI Adapter is an out-of-the box capability that supports extraction of Contact Center statistics from the Zoom Contact Center. Once configured, the adapter will connect to Zoom Contact Center and pull in queue statistics for a set interval. These statistics are pushed into the Verint WFM Queue Analytics model. The Zoom Contact Center CSI Adapter is built with resiliency features which ensures that data is not lost during connectivity or other service interruptions during the extraction process. 

What's required to implement it? 

To implement the Zoom Contact Center CSI Adapter, customers need:  

• Zoom Contact Center 
• Verint Workforce Management  
• API keys and associated configuration values for Zoom and Verint CSI for WFM 
• An OAuth2 client set up in the Zoom Development portal.. 

What are the benefits of using it?

The use of the Zoom Contact Center CSU Adapter enables the following key benefits: 

• Provides vital statistics used for forecasting and scheduling employees. 
• Allows organizations to use Verint Queue Analytics to monitor call volumes, AHT, and other metrics. 

How much does it cost

The Zoom Contact Center CSI Adapter is provided to customers of Verint Cloud with WFM at no additional cost.  

Want to know more? Watch Zoom on our Marketplace Showcase Webinar series here: