What is it? 

The Zoom Ingestion Adapter provides organizations with the ability to ingest Zoom Contact Center recorded calls into their 15.2 Cloud Environment 

How does it work?  

The Zoom Ingestion Adapter is an out-of-the box capability that supports extraction of recorded interaction data using Zoom Contact Center Recording APIs and ingests into Verint EDM. 

Once configured, the adapter will connect to the Zoom CC API and bring the recorded interactions into Verint EDM.  Once interactions are available within Verint EDM, they will be normalized among other EDM Interactions and seamlessly available for Search, Replay, and any other Verint applications which utilize recorded interactions.  

The Zoom Ingestion 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 Ingestion Adapter, customers need: 

• A running and configured Zoom Contact Center environment 
• Verint Engagement Data Management 
• Zoom AccountId, ClientId and Client Secret 
• API keys for Verint EDM 

Using the Zoom Ingestion Adapter enables the following key benefits: 

• Allows customers to retain their recordings in long term storage 
• The ability to have Speech Analytics performed on the Zoom Contact Center Recordings 
• Recordings will be available in Verint EDM for search and replay, as well as have performance evaluations completed on them 

The Zoom Multimedia Ingestion Adapter is provided to customers of Verint Cloud with EDM at no additional cost. 

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