PORTAGE · MIGRATION AND IMPLEMENTATION FOR ZOOM CX
Get your contact center ready for Zoom.
Portage uses AI to help understand your current setup, prepare your Zoom CX configuration and manage the work of moving, with implementation expertise throughout.
How the move works.
01 · Understand
Understand the current configuration and how the operation works: numbers, queues, hours, routing and who handles each type of contact.
02 · Identify
Identify what transfers, what needs attention and what could work better on Zoom CX.
03 · Prepare
Prepare the Zoom CX configuration and review it with your team before anything changes.
04 · Provision and validate
Provision supported settings and validate the implementation with your team before go-live.
Implementation specialists work with your team at each step. Nothing changes in Zoom CX until your team has reviewed it.
A 35-person support team moving to Zoom CX
*Illustrative example.* Portage compares the current setup with a proposed Zoom CX configuration. Your team reviews each change and makes the decisions before anything is provisioned.
| Current setup | Proposed in Zoom CX | Status |
|---|---|---|
| Main support number | Same number, moved to Zoom CX | Transfers as is |
| Monday–Friday, 8:00–18:00, six holidays | Same hours and holidays | Transfers as is |
| Billing and Orders queues, 35 agents | Two queues with the same members and skills | Transfers as is |
| Menu option 3, unused for six months | Remove the option | Could work better |
| After-hours voicemail to a shared inbox | Voicemail delivered to the Billing queue for next-day follow-up | Needs your decision |
| Callers wait in queue with no alternative | Offer a callback after five minutes | Needs your decision |
Decisions for your team: Who follows up on after-hours voicemail the next morning? Should callers be offered a callback, and after how long?
Who Portage is for.
Contact centers moving to Zoom CX
Plan the move from your current platform, with your team making the decisions along the way.
Partners delivering Zoom CX implementations
Prepare and manage the implementation work for the customers you move to Zoom CX.
Already on Zoom CX? You do not need Portage to use Atlas or the agent desktop. Explore Atlas for Zoom CX.
Discuss your Zoom CX move.
Tell us what you run today and when you want to move. We will talk through what transfers, what needs attention and how the work would be managed.
Discuss your Zoom CX move