Zoom for Government Offered Authorized Contact Centre Experience

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Filed under - Contact Centre News,

Zoom has announced that The Federal Risk and Authorization Management Program (FedRAMP) Joint Authorization Board (JAB) authorized Zoom Contact Center for Zoom for Government as a JAB Moderate system, adding to Zoom for Government’s growing list of authorized products, solidifying the company’s commitment to the U.S. government space.

Now, organizations that support U.S. government missions with Zoom Essentials and Zoom Premium plans will have a FedRAMP-authorized contact centre offering available to them, all within the familiar Zoom experience.

Zoom for Government was initially FedRAMP authorized in March of 2019 and received collective JAB approval in July of 2023, a testament to the security of the Zoom for Government platform.

According to a KPMG survey, only 38% of respondents said they feel like a valued customer when dealing with the government, and in a recent Accenture report, 53% of respondents shared that they found it frustrating to access public services.

Zoom contact centre for Zoom for Government enables organizations to deliver prompt, accurate, and highly personalized customer experiences to drive loyalty and help customers feel valued and heard.

“The Zoom for Government offering was built to be secure and scalable, supporting the Federal Government’s mission, and now with the addition of Zoom contact centre, Federal agencies can provide an enhanced customer and employee experience around government services, constituent services, IT help desks, and more,” said Matt Mandrgoc, head of U.S. public sector at Zoom.

“We’ve seen tremendous success with Zoom contact centre adoption in such a short amount of time, and we are excited to bring that to our customers.

Our commitment to the customer and employee experience was the catalyst for our latest Zoom for Government offering, so receiving this certification on an accelerated time frame is a testament to our ongoing dedication and commitment to our U.S. government customers.”

What is FedRAMP?

The Federal Risk and Authorization Management Program (FedRAMP) provides a standardized approach to security authorizations for Cloud Service Offerings. FedRAMP establishes a public-private partnership to promote innovation and advance more secure information technologies.

What is JAB?

JAB is composed of CIOs and Authorizing Officials from the Department of Defense (DOD), Department of Homeland Security (DHS), and General Services Administration (GSA).

The JAB selects approximately 12 cloud products a year to work with for a JAB Provisional Authority to Operate (P-ATO). A JAB P-ATO represents a “high water mark” from the assessment perspective. Zoom for Government received its JAB accreditation on July 28, 2023.

Zoom for Government

This certification extends beyond Zoom contact centre; the JAB P-ATO covers the entire Zoom for Government platform, providing limitless human connection for government agencies and contractors.

The secure all-in-one Zoom for Government platform helps customers save time, reduce costs, increase productivity, and make teamwork more meaningful.

With solutions like Zoom Rooms, organizations can turn offices into modern, easy-to-use, and powerful collaborative workspaces.

The Zoom API enables the integration of agency-specific applications with the Zoom for Government platform, supporting seamless workflows.

And, with Zoom’s feature-rich cloud Zoom Phone system, agencies have the opportunity to consolidate their communications infrastructure right in the Zoom for Government platform.

Currently, FedRAMP JAB-authorized Zoom for Government products include:

  • Zoom contact centre
  • Zoom Meetings
  • Zoom Phone
  • Zoom Team Chat
  • Zoom Rooms
  • Zoom Room Connector
  • Zoom API
  • Zoom Whiteboard
  • Zoom Events
  • Zoom Notes
  • Zoom Workspace Reservations
  • Zoom Mesh
  • Zoom SDKs
  • Zoom App Marketplace

Coming Soon to Zoom for Government:

  • Zoom Node
  • Zoom Clips
  • Zoom AI Companion

Simple, Scalable & Secure

Zoom for Government was designed to comply with the stringent requirements of the U.S. federal government.

Zoom for Government runs on AWS GovCloud, a secure network that enables customers to deploy applications and data. It is managed by U.S. persons and leverages co-located data centers within the United States.

Zoom for Government has received FedRAMP Moderate, DoD IL4, and StateRAMP authorizations, as well as HIPAA and CJIS attestations.

This blog post has been re-published by kind permission of Zoom – View the Original Article

For more information about Zoom - visit the Zoom Website

About Zoom

Zoom Zoom’s mission is to provide one platform that delivers limitless human connection.

Find out more about Zoom

Author: Zoom

Published On: 4th Jun 2024 - Last modified: 5th Jun 2024
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