Ask FirstNet about Voice
Zoom Phone & Contact Centre with South African voice
Zoom does not provide phone numbers in South Africa on its own. FirstNet is a certified Zoom Provider Exchange partner, supplying ICASA-licensed local numbers, porting, implementation and support on one bill.
How it works
Cloud PBX from Zoom, voice from FirstNet
Zoom hosts the phone system and contact centre. FirstNet is selected as the voice provider inside your Zoom admin, then routes calls over its ICASA interconnects with Telkom, Vodacom, MTN, Cell C and other licensees.
- Select FirstNet in the Zoom Provider Exchange; no separate carrier portal
- New geographic, non-geographic and toll-free numbers from FirstNet
- Number porting in and out, with Letter of Authority and rollback
- Fraud monitoring and real-time CDRs, with exotic destinations blocked by default
- One FirstNet invoice for Zoom licences, voice and numbers
Quick answers
Why not buy Zoom Phone directly from Zoom?
Zoom does not deliver PSTN in South Africa on its own, so you need a Provider Exchange partner for local numbers. FirstNet provides ICASA-licensed voice, porting and local support, all on one invoice with your Zoom licences.
Can we migrate from Genesys, Avaya or Mitel?
Yes. FirstNet captures your current queues, IVR, CRM integration and recording set-up, designs the Zoom equivalent, pilots a representative agent group in parallel and cuts over with a rollback plan.
How long does a Zoom Contact Centre implementation take?
Typically 6 to 12 weeks. Smaller voice-only Essential deployments can take 4 to 6 weeks, while omnichannel Elite deployments with several CRM integrations and complex IVR run 12 to 16 weeks.
Can we record Zoom Phone calls for FSCA or POPIA?
Yes, through the CallCabinet (powered by Smarsh) integration. Recorded users need the Zoom Phone Power Pack. The platform supports your compliance programme; compliance itself depends on your policies.
Zoom Phone
Licences sized to each user
Zoom Phone Pro
Per-user licence with calling, voicemail, call handling, presence, AI Companion features and mobile, desktop and desk phone apps.
Power Pack
Add-on for users who need queue analytics, supervisor monitor, whisper and barge, or compliance recording through CallCabinet and Smarsh.
Common Area
Shared-device licence for reception, meeting-room, lobby and warehouse phones not assigned to a named user.
Zoom Contact Centre
Omnichannel customer engagement
Zoom Contact Centre brings voice, video, SMS, webchat, social and email into one agent and supervisor experience, licensed per agent.
Essential
Voice queues, basic IVR, agent and supervisor consoles, real-time and historical reporting and call recording.
Premium
Adds webchat, SMS, social and inbound email, basic workforce engagement and expanded dashboards.
Elite
Adds sentiment analysis, automatic call summaries, real-time agent assist, advanced workforce management and analytics.
Zoom Virtual Agent
AI self-service across voice, chat and messaging that escalates to a human agent when needed.
Explore the details
Delivered and supported locallyQueue and IVR design workshops, including after-hours and language routing · HubSpot, Salesforce and…
Implementation
Delivered and supported locally
- Queue and IVR design workshops, including after-hours and language routing
- HubSpot, Salesforce and ServiceNow connectors with screen-pop and click-to-dial
- Agent and supervisor training with a train-the-trainer option
- Pilot group running in parallel with your current platform
- Deliberate cutover with rollback and 30 days of hyper-care
- 24x7 South African support in English and Afrikaans
Extend your Zoom estateCompliance Recording for long-term retention and supervisor review · Apex BI Clarity analytics beyond…
Add-ons
Extend your Zoom estate
- Compliance Recording for long-term retention and supervisor review
- Apex BI Clarity analytics beyond Zoom's native dashboards
- Zoom Quality Management and Workforce Management
- FirstNet SIP Trunks for users staying on an existing PBX
- Truecaller verified caller ID for outbound teams
Can some users stay on our existing PBX?
Yes. Hybrid set-ups are common: FirstNet SIP Trunks stay under the existing PBX while selected users move to Zoom Phone, with dial plans and emergency routing aligned.
What will call quality be like?
FirstNet engineers the voice path it controls. Quality on your own internet, LAN and Wi-Fi depends on bandwidth, jitter and packet loss, which FirstNet checks before deployment.
What is the Zoom Provider Exchange?
The Zoom Provider Exchange is Zoom's curated marketplace of certified phone-network partners. FirstNet is listed as a South African Cloud Peering partner, also called bring your own carrier (BYOC). Your Zoom admin selects FirstNet, and FirstNet connects South African numbers and call termination to your Zoom tenant, with no separate carrier portal. Calls then reach local operators through FirstNet's ICASA-licensed interconnects.
Which Zoom Phone licence do I need?
Most named users need Zoom Phone Pro, which covers calling, voicemail, basic call handling, presence and the mobile, desktop and desk-phone clients. Supervisors and contact-centre-style teams add the Power Pack for queue analytics, advanced call handling and monitor, whisper and barge. Power Pack is also required for compliance recording. Shared phones in reception, meeting rooms or warehouses use a Zoom Phone Common Area licence.
What is the difference between Zoom Contact Center Essential, Premium and Elite?
Essential is for voice-first teams, with voice queues, basic IVR, agent and supervisor consoles, reporting and call recording. Premium adds webchat, SMS, social and inbound email in one agent console, plus basic workforce engagement and richer dashboards. Elite adds advanced AI such as sentiment analysis, automatic call summaries and real-time agent assist, plus advanced workforce management, analytics and compliance features.
Does Zoom Contact Centre integrate with Salesforce, HubSpot or ServiceNow?
Yes. Zoom Contact Centre has native connectors for HubSpot, Salesforce and ServiceNow. FirstNet's implementation team configures the connector, screen pops, click-to-dial and outcome write-back to match your CRM. Integrations beyond these connectors, such as heavily customised CTI, are scoped carefully before you commit. Integration requirements are covered in the design stage together with queue and IVR design.
How does FirstNet protect Zoom Phone against toll fraud?
FirstNet monitors voice traffic for fraud around the clock. Its 24/7 network operations centre uses real-time call records and traffic anomaly detection. Premium-rate and exotic destinations, such as satellite networks, are blocked by default, with international calling sold as destination-specific bundles. Local support is available in English and Afrikaans during South African business hours, with the NOC handling voice incidents at any time.
From the Knowledge Hub
In-depth answers about Zoom Phone & Zoom Contact Centre
- How does FirstNet protect Zoom Phone against toll fraud?
- Does Zoom Contact Centre from FirstNet integrate with Salesforce, HubSpot or ServiceNow?
- What is the difference between Zoom Contact Centre Essential, Premium and Elite?
- Which Zoom Phone licence do I need from FirstNet?
- What is the Zoom Provider Exchange, and what is FirstNet's role in it?
- What will call quality be like on Zoom Phone with FirstNet voice?
Your place in the stack
Voice is layer 4 of 5.
Enriched by Sovereign AI Turn call recordings into structured, searchable data on the AI Factory; the recordings never leave South Africa. Explore the AI Factory →
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