Zoom Customer Experience Support Certification: Fortay Connect Leads the UK

We’ve got something big to share.

Fortay Connect has officially achieved Zoom’s Customer Experience (ZCX) Support Certification accreditation, and we’re the first Zoom partner in the UK to earn it.

If you’ve implemented CX solutions before, you know the truth: great CX tech is only half of the story. The other half is what happens after go-live. The day-to-day support. The optimisation. The fixes that actually stick. The performance improvements that don’t derail your teams. The expert team that makes complex CX transformation easy.

This certification is Zoom’s recognition of partners that are skilled and experienced at delivering exceptional post-live support to a consistently high standard, and we’re proud to be leading the way in the UK.

First things first: what is Zoom’s Customer Experience Support Certification?

In plain English: it means Zoom has tested our skills and process. Validating our technical teams capabilities across the ZCX product suite in a way that meets their expectations for delivering support with quality and consistency.

Importantly this isn’t just about supporting one product.

This certification confirms we can support the full Zoom CX suite, including:

• Zoom Virtual Agent (ZVA) - across voice and chat
  
  
• Zoom Contact Centre (ZCC) - across all channels
  
  
• Zoom AI Companion
  
  
• Quality Management (QM)
  
  
• Workforce Management (WFM)
  

In other words: the full CX engine, not a single component.

Setting the standard for modern AI & CX support 

AI is changing what “support” means.

It’s no longer just about keeping the lights on, or static change requests. It’s about ensuring the platform is continually optimised to meet the demand of your customers, so you can actually realise the value of:

• Improved first contact resolution with Zoom Virtual Agent (voice + chat)
  
  
• Boost in agent performance and customer satisfaction through Quality Management
  
  
• Accurate forecasting and scheduling through Workforce Management
  
  
• True omnichannel journeys inside Zoom Contact Centre
  
  
• Empower agents to resolve complex queries with real time AI Agent Assist
  

The tooling is evolving fast, with over 600 updates in 18 months the difference-maker is having a partner who can support the stack end-to-end and help you keep improving while it evolves.                                                                                                                                          

Why a ZCX Support Certification matters (especially if your contact centre can’t afford downtime)

Most contact centre issues don’t start with a bang. They start small:

• a routing tweak that creates longer queues
  
  
• a reporting gap that hides what’s really happening
  
  
• an agent workflow that adds 30 seconds to every interaction
  
  
• a chat bot hallucination because no one can train the AI model

And then suddenly… performance drops, customers feel it, agents feel it and leadership asks the dreaded question:

“Why aren’t we seeing the results we expected?”

This is where certified support changes the game.

Because support isn’t just about reacting to tickets. It’s about proactive reviews of your CX engine, predicting and preventing any technology blockers.

What Fortay Connect’s ZCX support services include

When you work with Fortay Connect for ZCX support, you’re not getting a generic helpdesk experience.

You’re getting a team that understands:

• your platform
  
  
• your customer journeys
  
  
• your operational reality
  
  
• your success metrics

…and connects the dots between “a technical issue” and “a business impact”.

What customers typically want from ZCX support (and what we’re built to deliver)

1) Faster issue resolution, with clear ownership
When something breaks, you don’t want to chase. You want clarity: what’s happening, what’s being done, and when it’ll be fixed.

2) Proactive optimisation (not just break-fix)
Your contact centre should get better over time. That means continuously improving routing, workflows, quality processes, reporting, and the end-to-end experience.

3) Change management that doesn’t disrupt operations
Even “small” changes can have big knock-on effects. We help you evolve your environment without creating chaos for agents and customers.

4) Real visibility into performance
Support should come with insight: what’s trending, what’s causing friction, and what to prioritise next.

What certified support unlocks across the full Zoom CX suite

Because this certification covers ZVA, ZCC, QM, and WFM, it supports a bigger ambition: one joined-up CX operation, where the moving parts work together.

Here’s what that looks like in practice:

Zoom Virtual Agent (ZVA): voice + chat that actually scales

• Virtual agents are only “set and forget” until reality hits: new intents, edge cases, seasonal spikes, and journeys that don’t behave how the demo promised.
• Certified support helps keep your voice and chat automation accurate, useful, and continuously improved. Self-service stays a competitive advantage, not a customer frustration loop.

Quality Management (QM): turning interactions into improvement

• QM isn’t just compliance. It’s one of your biggest levers for better CX outcomes. The right support model helps you get more from evaluation workflows, coaching, scoring, and insight, and links it back to what your customers are experiencing.

Workforce Management (WFM): getting staffing right (without firefighting)

• Forecasting and scheduling are where contact centres win or lose margin. Effective WFM support means fewer surprises, more stable coverage and better alignment between demand and capacity, without last-minute chaos.

Zoom Contact Centre (ZCC): keeping the core experience performing

• ZCC is the operational backbone. Certified support here means quicker resolution when things go wrong and structured optimisation so your routing, reporting, and agent experience keep improving as your volumes and channels evolve.

Why being “first” matters, and why we didn’t chase it for the headline

Being the first Zoom partner in the UK with this certification is exciting. But that’s not the real point.

The real point is what it represents:

• We’re building deep capability in Zoom CX
  
  
• We’re investing in service quality, not just sales
  
  
• We’re creating a support experience that helps customers scale confidently

In other words: we’re not here to simply implement technology.

We’re here to help you turn it into outcomes.

Speak to an expert: how this connects to our Managed Services

This certification is also a marker of how we support customers: not reactive, ticket-queue support, but structured, expert service that keeps your Zoom CX environment improving long after go-live.

That’s exactly what our CX & AI Managed Services are built for: Fortay engineers act as an extension of your team, helping optimise your system, implement new features, and ensure you’re getting value from your investment (not just “break-fix”).

If you want a ZCX support partner that can help you stay ahead of updates, unlock more value from AI, and deliver measurable ROI across Virtual Agent, Contact Centre, Quality Management, and Workforce Management - let’s talk.