Case Study · Retail / Fast Casual · UC-R1

1,000+ locations on Zoom Phone and Zoom Contact Center: ITSM integration in flight

A national fast-casual restaurant franchise unified UC and CC on Zoom and is closing the loop with ITSM integration so agent activity and ticketing live in one place.

Client Snapshot

Footprint

United States

Locations

1,000+ retail locations

Workforce

~200 corporate employees

National fast-casual restaurant franchise. Lean corporate footprint supporting a large retail network.

Before Integritas

  • Standalone phone and contact-center stacks not integrated with the ITSM platform their support teams already used.
  • No unified UC + CC platform.
  • Limited AI-assist capabilities on meetings, summaries, and agent workflows.

What we did

  • Migrated corporate UCaaS to Zoom Phone.
  • Migrated contact-center workloads to Zoom Contact Center.
  • Currently coordinating with Zoom's professional-services team and the customer's internal IT team to integrate Zoom Contact Center with their existing ITSM tool.

After Integritas

  • Unified UC + CC platform.
  • Zoom AI Companion features (meetings, summaries) available org-wide.
  • In-flight ITSM integration will close the loop between agent activity and ticketing.

Technologies & Vendors Involved

Zoom Phone Zoom Contact Center ITSM integration (in progress) Zoom AI Companion

Customer names withheld per mutual NDA.

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