Short answer
Yes. FirstNet captures your current queues, IVR, CRM integration and recording set-up, designs the Zoom Contact Centre equivalent, pilots a representative agent group in parallel and cuts over with a rollback plan.
In detail
How a migration runs:
- Discover: current platform, agent count, sites, channel mix, CRM and compliance requirements.
- Design: queue and IVR workshops covering call flows, after-hours handling, overflow, call-back, language routing and priorities, plus CRM integration and porting scope.
- Provision: FirstNet is enabled on your Zoom tenant through the Provider Exchange, numbers are provisioned, queues and IVR are built and CRM connectors configured.
- Pilot and parallel run: a pilot agent group runs alongside your current platform, with end-to-end test calls, CRM screen-pop checks and recording and reporting validated.
- Cutover and hyper-care: numbers port across, remaining agents move, training is delivered and FirstNet monitors the first 30 days.
The same approach applies to in-house IVRs and other legacy platforms. Typical implementations take 6 to 12 weeks, depending on agent count, channels, integrations and porting.
Agents and supervisors are trained before go-live, with a train-the-trainer option. If you already use Zoom for meetings, back-office staff can move to Zoom Phone on the same platform, with warm transfers between the two.
Source: FirstNet Zoom Phone & Zoom Contact Centre service page →
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