ECS Telecom, a domestic contact center specialist, has expanded the scope of its implementation and operational support for Zoom’s product line by simultaneously securing technical support certifications in Zoom’s collaboration and customer experience (CX) fields. As Zoom, known primarily for video conferencing, expands its product range to include phone calls, document collaboration, and customer service features, it appears to be simultaneously strengthening its implementation and operational support systems for corporate clients.

ECS Telecom announced on the 26th that it has obtained official technical support certification from Zoom Communications for its collaboration solutions 'Zoom Workplace' and 'Zoom Phone,' as well as its customer experience solution 'Zoom CX.' The company explained that it is one of the first domestic partners to hold both implementation and technical support certifications in the two major areas of collaboration and CX.

ECS Telecom's certification aligns with the trend of Zoom expanding its product range from a meeting-centric service to an AI-based work platform. Zoom is expanding its services by integrating features such as meeting summaries, follow-up task organization, messaging, document collaboration, cloud calling, and customer support, based on its AI assistant function, 'Zoom AI Companion'.

Through this certification, ECS Telecom is now able to provide the entire process of implementing the Zoom product family—from consulting and system implementation to technical support—within its own service framework. In particular, when companies need to integrate Zoom solutions with existing systems such as Private Branch Exchanges (PBX), ERP, and CRM, operational stability and disaster response capabilities after implementation become critical.

ECS Telecom is also pursuing operational efficiency improvements for Zoom solutions through its own platform. Its cloud-based integrated phone management solution, 'ECM,' automates extension number creation and billing management by linking with HR databases, while its AI contact center platform, 'ECP-AI,' supports chatbot, callbot, and generative AI-based consultation automation.

The company has been sequentially securing deployment certifications since signing an official partnership with Zoom in 2022. With the addition of this technical support certification, ECS Telecom has established a partner certification system capable of supporting the Zoom product family from the pre-implementation phase to post-implementation operations.

Baek Cheol, Director of the Digital Workplace Team at ECS Telecom, said, “We plan to provide a comprehensive package ranging from implementation to operational support for companies looking to adopt Zoom-based work environments and customer experience platforms.”