Zoom adds CRM data transfer during call routing

On September 25, 2026, Zoom released a major functional update to its corporate products, significantly expanding the integration capabilities between its cloud contact center and Zoom Phone IP telephony. The main technical innovation is the automatic transfer of the full interaction context when routing incoming calls between different employees. Now, when a first-line operator redirects a customer to a specialized expert using Zoom Phone, the system automatically transfers the identifier and all related data of the corresponding ticket from the connected CRM system. This update is part of the company's scheduled September product release and aims to optimize internal communications.

In addition to the background transfer of ticket identifiers, the developers added a new feature directly into the user application interface. When answering a transferred call, the corresponding customer card from the CRM system automatically opens on the specialist's screen. This means that the employee no longer needs to spend time manually searching for information by phone number or asking the caller to repeat their details or the nature of the problem. The entire history of previous interactions, notes from the first-line operator, and the current status of the request become instantly available at the moment of connection. This approach ensures the continuity of the service process.

For companies, this means an effective solution to the long-standing problem of "blind" call transfers between different departments. When a second-line specialist or sales manager immediately sees the entire history of a customer's request in the CRM, it significantly reduces the Average Handle Time (AHT). Customers no longer have to repeat the same information to different employees, which directly impacts the growth of the Customer Satisfaction Score (CSAT). Thanks to this integration, businesses gain a tool to build a more cohesive contact center operation, where every transferred call is accompanied by full context, minimizing the risk of losing important data during routing.