Screen pop, live NetSuite lookup and call logging are live today for Zoom Phone, Zoom Contact Center, Microsoft Teams Phone and SkySwitch. In-call control (hold/resume/end/transfer) is built for Zoom Phone and in testing; Zoom Contact Center has no in-call control today.
Zoom Phone and Zoom Contact Center are two different Zoom products with two different integrations here, so we're stating each separately rather than folding them into one "Zoom" claim. Zoom Phone: screen pop, live NetSuite lookup and call logging are available to customers today via Velaro's inbound webhook. In-call control from the Velaro workspace (hold/resume/end/transfer) requires a separate Zoom account OAuth connection and is still being verified end-to-end before general release. Outbound click-to-dial through Zoom's own API is not implemented, since Zoom Phone has no server-side call-origination endpoint. Zoom Contact Center: screen pop and live NetSuite lookup are available today via its own inbound webhook, independent of Zoom Phone's setup. Zoom Contact Center has no in-call control (hold/resume/end/transfer) integration today. Microsoft Teams Phone and SkySwitch already have full in-call control live.
Zoom Phone connects the call well. It has no idea who is on it. The moment a rep picks up, they are alt-tabbing into NetSuite, retyping a number into a search box, and hoping the record they land on is the right one, while a paying customer listens to them type. Then they do the same lookup again at the end of the call to write down what happened.
Once to work out who is calling, once to log what happened. Neither adds anything the customer can perceive. Both are friction your team absorbs on every call, all day, forever, which is exactly the kind of cost that never appears on a budget line and never gets fixed.
Screen pop tools usually search a contact list that synced overnight. If a customer paid an invoice this morning or opened a case an hour ago, the agent cannot see it. Velaro's NetSuite connector queries the account at the moment the phone rings, so what the agent reads is what is actually true.
Teams live with the friction because the alternative sounds like a migration. It is not one. Velaro sits beside the PBX as an intelligence layer. Numbers, routing, carrier and admin settings all stay where they are.
Velaro defines one telephony interface that every phone system implements, so the hard parts (resolving a number to the right customer, reading the CRM live, writing the call back) are built once and shared. Adding Zoom Phone means implementing an interface, not rebuilding a screen pop engine.
Most vendors put every phone system logo on one page and let you assume they are equally finished. They are not, and you find out during implementation. Here is ours, provider by provider.
| Capability | Status | Detail |
|---|---|---|
| SkySwitch inbound screen pop | Shipped | Inbound call events reach Velaro and resolve the caller against the connected CRM, including a live NetSuite lookup. |
| SkySwitch click-to-dial | Shipped | Velaro places the outbound call through SkySwitch. |
| Teams Phone inbound screen pop | Shipped | Runs on Microsoft Graph. Self-serve configuration in the Velaro admin. |
| Teams Phone in-call controls | Shipped | Hold, resume, end and transfer from the Velaro workspace. |
| Teams Phone click-to-dial | Not yet | Outbound dialling through Teams is not implemented. Inbound screen pop is unaffected. |
| Velaro Voice on Twilio | Shipped | Browser softphone where Velaro carries the audio, including outbound dialling. No existing PBX needed. |
| Zoom Phone screen pop | Shipped | Inbound call events reach Velaro via Zoom Phone webhooks and resolve the caller against the connected CRM, including a live NetSuite lookup. |
| Zoom Phone call control (hold/resume/end/transfer) | In development | Built, not yet verified live. Requires a customer to connect their Zoom account via OAuth (separate from the webhook screen-pop setup above). |
| Zoom Phone click-to-dial (outbound origination) | In development | Not implemented. Zoom's own API has no server-side call-origination endpoint; a dial request through Zoom currently returns an unsupported response. |
| Zoom Contact Center inbound screen pop | Shipped | A separate integration from Zoom Phone above, with its own inbound webhook and its own connection setup. Call events resolve the caller against the connected CRM, including a live NetSuite lookup. |
| Zoom Contact Center in-call control / click-to-dial | Not yet | No hold/resume/end/transfer or outbound-dial integration exists for Zoom Contact Center today. |
| RingCentral, GoToConnect, Nextiva, Intermedia, Comcast | In development | Providers exist in the telephony layer at varying depth. None has a live inbound path today. |
This is the part that makes the roadmap credible rather than aspirational. The customer-facing behaviour does not get rebuilt per phone system. It already exists and already runs. What a new provider adds is the plumbing that delivers its call events into that shared behaviour.
Screen pop for both Zoom products is live, not a plan — the gap that's left is entirely on the call-control side.
NetSuite is where the deepest work has gone, and it is also where vendor claims get loosest. Two different mechanisms often get described as one thing, so here they are separately.
When a call event reaches Velaro, the caller's number is queried against NetSuite live and the matched customer is surfaced to the agent in Velaro. This is real and running today, driven by SkySwitch, Teams Phone, Zoom Phone and Zoom Contact Center call events alike — all four route through the same NetSuite lookup.
Velaro generates a CTI URL you paste once into NetSuite's own telephony preference, which makes phone numbers on NetSuite records clickable. The Velaro side is provider-agnostic by design, but the call is only actually placed for phone systems whose outbound dialling is implemented, which today means Twilio and SkySwitch.
Zoom Phone CTI is the link between a Zoom Phone system and the CRM agents work in. When a call arrives, the integration identifies the caller by phone number, opens their customer record automatically, and logs the call against that record afterwards, so nobody searches for a caller by hand.
Yes for screen pop and CRM lookup — connect your Zoom Phone system to Velaro's inbound webhook and calls resolve against NetSuite automatically. In-call control (hold/resume/end/transfer) is built and being verified before general release; outbound click-to-dial through Zoom's own API is not implemented, since Zoom Phone has no server-side call-origination endpoint.
No — they're different Zoom products, with different setup and a separate integration on Velaro's side. Zoom Contact Center screen pop and live NetSuite lookup are shipped today via its own webhook. It has no in-call control (hold/resume/end/transfer) or click-to-dial integration.
Because teams evaluating Velaro ask about Zoom Phone and deserve a straight answer rather than a logo on a grid. Knowing a capability is not ready is more useful than discovering it during implementation.
Microsoft Teams Phone and SkySwitch both have live inbound screen pop with the same NetSuite lookup. If there is no phone system in place yet, Velaro Voice on Twilio gives a browser softphone with outbound dialling and no PBX required.
Yes, in the sense that provider order is driven by which customers actually need which system. Telling us Zoom Phone matters to you is the main way it moves up. We will not promise you a date we cannot hold.
Tell us how your team uses Zoom and NetSuite. We will show you the screen pop working on either Zoom product today, and tell you plainly where call control stands for each.
Register interest in Zoom CTI →