Is Zoom Contact Center HIPAA compliant?
Not confirmed. We couldn't find a Business Associate Agreement offer for Zoom Contact Center on Zoom Communications's own pages. Without a signed BAA, keep patient data out of it.
Does Zoom Contact Center sign a BAA?
Not confirmed
Zoom signs BAAs with healthcare customers on paid plans, but no Zoom page says whether that BAA covers Zoom Contact Center or Zoom Virtual Agent. Zoom also warns that some AI features may not be available to BAA customers. Coverage of these products is unknown.
- Business associate
- Zoom Communications
- Tool
- Zoom Contact Center
- Plans with a BAA
- Not stated
- Checked
By plan
| Plan | BAA | How to get it | Conditions |
|---|---|---|---|
| Zoom Contact Center / Zoom Virtual Agent licenses | Not confirmed | Not stated | Zoom's BAA help article names Workplace plans (Pro, Business, Business Plus, Enterprise) and other paid plans, but not Contact Center or Virtual Agent. Zoom's HIPAA guide lists Contact Center's data-masking tool and says Contact Center has been through SOC 2 + HITRUST audits, but does not say it is covered by the BAA.[1],[2],[3] |
Are the AI features covered?
Vendors often sign a BAA for the core product but leave some AI features out. Here is what Zoom Communications says about each one.
| AI feature | Under the BAA | Details |
|---|---|---|
| Zoom Virtual Agent | Not stated | The Virtual Agent page has no HIPAA, BAA or PHI statement, and the HIPAA guide does not mention it. Zoom's BAA article warns that certain AI features may not be available to BAA customers.[1],[2],[4] |
AI voice agents that offer a BAA
- Bland AIBAA on: Healthcare / Enterprise deploymentsSome plans only
- Genesys Cloud AIBAA on: Genesys Cloud (HIPAA-enabled organization, US regions)Some plans only
- Nextiva AIBAA on: Nextiva HIPAA service configurationSome plans only
- NiCE CXone MpowerBAA on: CXone tenants (enterprise contract)Some plans only
- SynthflowBAA on: Enterprise (sales-led annual agreement)Some plans only
- Twilio (Voice, ConversationRelay, Flex)BAA on: Security Edition or Enterprise EditionSome plans only
All BAA-ready alternatives to Zoom Contact Center
Sources
- HIPAA Business Associate Agreement (BAA)
- HIPAA Compliance (Zoom compliance guide)
- Business Associate's Agreement
- Zoom Virtual Agent
A signed BAA is necessary but not sufficient for HIPAA compliance, which also depends on configuration, access controls, and your own policies. Verdicts summarize the vendor's own published terms as of the date checked; confirm with the vendor and your counsel before sending protected health information. Not legal advice.