June 29, 2026
Front and Zoom End the Tab-Hopping Behind Every Customer Call
Shared-inbox platform Front has launched an integration with Zoom Contact Center that pulls inbound and outbound calls, voicemails, and SMS into the same workspace teams already use for email and chat. The customer operations platform announced the tie-up to keep voice conversations from living apart from the rest of the work that surrounds them.
Voice is often where the hardest customer problems get solved, yet it usually runs on its own island. An agent takes a call in one tool, then hunts through a CRM, a ticketing system, and an inbox to piece together what the customer needs. Every handoff between those systems loses a little context, and the customer feels it. Front’s wants to bring the call into the space where teammates are already talking through the issue together.
Poor experiences could cost businesses close to $4 trillion in sales worldwide as customers spend less after a bad interaction, according to Qualtrics. The trouble tends to start when different teams run on different tools and work from conflicting views of the same customer, which slows handoffs and forces people to repeat themselves.
Calls Land Where the Work Happens
With the integration live, teams can handle calls, voicemails, SMS, email, and chat from one omnichannel workspace. They can read conversation history and CRM data while a call is in progress, and they can listen to, search, and comment on call recordings and voicemail transcripts inside Front. The system automatically pauses a teammate’s assignments on other channels while they are on an active call, so an incoming email or chat does not interrupt an ongoing conversation. Managers can track voice, SMS, email, and chat activity together through Front Analytics.
“Customer conversations increasingly span channels, teams, and systems, making continuity and context more important than ever,” said Kentis Gopalla, Head of Customer Experience Product & Ecosystem at Zoom. He said the integration shows a shared commitment between the two companies to unify conversations and help customer-facing teams work together.
Front AI Enters Voice and SMS
The integration also extends Front AI into voice and SMS workflows. The assistant can tag, prioritise, and route incoming conversations on its own, while AI-written drafts and summaries help teams reply faster.
“Voice conversations are often where the most important customer moments happen, but they’re typically disconnected from the rest of the customer workflow,” said Ally Anderson, Vice President of Global Partner and Channel Sales at Front. Together, she said, the two products give teams the full context behind every conversation so they can resolve issues more effectively.
The Zoom Contact Center integration builds on an earlier link-up that lets Front users start and run Zoom Meetings from their inbox. It is available to Front customers on Starter, Professional, and Enterprise plans who use Zoom Contact Center, though some Zoom voice features may vary by region.
The launch follows a run of contact centre updates from Zoom, which recently added tools for building, testing, and measuring AI customer service agents across its platform.
