Mimecast Customer Care - Global Support Zoom Contact Center - Jun 2025

Service Update

Availability	End of June 2025
Product(s)	Email Security Cloud Gateway (CG), Email Security Cloud Integrated (CI)
Who's affected	New & Existing Customers

Overview

Mimecast is pleased to announce the launch of our new Zoom Contact Center solution for our Global Support team at the end of June. This upgraded telephony system is designed to enhance our services, making it easier and quicker for you to reach Mimecast Support and receive the assistance you need.

What's changing

• New Menu Options: Menu options have been simplified, providing a new way to connect with the Concierge Account Support team for non-technical inquiries.
• Direct Customers: If your phone number is recognized by our system, you will no longer need to enter a Mimecast ID, as we can identify you proactively. If not recognized, you will be prompted to provide your Mimecast ID.
• Managed Service Providers (MSPs): A Mimecast ID is still required to identify the customer for ticket creation.
• Customers of MSPs: You will be routed to the Concierge Account Support team due to contractual obligations for technical support through your MSP. If you were misrouted incorrectly, inform the team, and they will help transfer you to the Technical Support team.
• Call Recordings: Outbound calls will now also be recorded for quality assurance and training purposes.

Considerations

The Queue Callback should be from UK for now until later updated remain available; however, the ZA callback number will change, which will be communicated closer to the launch date. To avoid missing your place in line, save the following numbers in your contacts:

• AU: [phone]
• DE: [phone]
• NA: [phone]
• UK: [phone]

Recommended actions

Nothing needs to be done as a result of these changes.