Realtime Media Streams for Contact Center
Note
To use RTMS, you'll need Zoom Developer Pack credits on your account. For plan options, see Developer pricing. For volume discounts or commitments above 500 credits, contact sales.
Realtime Media Streams (RTMS) is a data pipeline that gives your app access to live audio and transcript data from Zoom Contact Center (ZCC) engagements.
Once the interaction stream data has been collected, use AI or machine learning applications to extract insights or generate structured outputs. For instance, you can use the RTMS data to create compliant, regulation-ready transcripts of Zoom Contact Center interactions.
Note
Currently, Contact Center RTMS captures data for both the ZCC agent and the consumer from the point the agent connects to the engagement.
Features
RTMS provides a more streamlined way to collect streaming data from ZCC engagements.
- Apps can auto-start when users join calls.
- You can use REST APIs to manually start streams.
RTMS provides a complete timeline of contact center events by delivering
- Separated audio streams for each participant
- Signaling events, timestamps, and contact center metadata
- Participant events when participants join or leave a call
To get started using RTMS, see Getting started with Realtime Media Streams for Zoom Contact Center.