CallHub vs. Zoom Contact Center

It is a simple process: Go to the campaign tab and click on the campaign you are joining, and here, review the questions and suggested script to guide your conversation, remembering, of course, that the most important thing is to be yourself through this software and the window that will mark the progress so join the campaign at this point do not hang up now you are controlling the communication through this software you can leave the campaign and fill with a smile the answers you get from users.

Incentivized

Perfect for companies that have agents all over the place, e.g., different offices or WFH. Also good for companies that aren't big enough to have a "phone guy" as this platform allows IT to do the phone work as it doesn't require esoteric knowledge like other phone systems.

• All you'll require is your login credentials.
• You have been given a username for two complementary programs that we use: one is for limited access to remote sales services and call services.
• Callhub has been limited to protect privacy.

Incentivized

• Fairly simple GUI designer tool to define the Contact Flows. There are only a few elements, but they aren't many Design Widgets types, but just enough to get you started to the majority to the use cases you might encounter. There are plenty of opportunities to improve and enhance, but considering how "young" the product is, I think Zoom did a good job to provide a good Contact Center solution for the entry-to-medium level customers/users without needing to have a dedicated Contact Center resident expert to take care of the solution.
• The way the Queues are define, embeds in a fairly simple matter many of Call Handlings Contact Flows design like Timers, Overflow handling, Callback keeping the position in the Queue handling, etc. These things are defined directly into the queue so you don't have to build the logic for it into the Contact Flow design itself. That includes in many cases prompt handling and timers.
• Their Low-Code/No-Code motto comes handy when it comes to embed Chat Engagement Channels into Web Pages, where embedding a simple "iframe little piece of XML definition to call a JavaScript Applet" into a Web Page is all that is needed.
• Having the "Contact Center App" just embedded into the Existing Zoom Client App is another plus I see: Agents that are force to wear "multiple hats" handling regular phone calls and Contact Center calls, don't have to waste time switching apps, other than the productivity ones so it is one less App the Agents and Supervisor need to worry about.

• Using new software is frustrating at first, but worth the effort.
• It's a little weird at first, but it saves you time and the frustration of dialing the wrong number.
• If it doesn't sometimes work, simply press the update button until you see the phone number you want to answer.

Incentivized

• The Teams dashboard for monitoring agents needs some customization options.
• Friendly names, I would like to be able to name a number and when it rings you can see the name of the number.
• Point flows at flows would be nice, instead of flows to queues only.

Incentivized

There are options and ways to get to specific feature sets that are similar to what Zoom can offer. Many of the Zoom included features are add-ons for the RingCentral offering. So cost goes up and can also be an add-on difficulties/deployment costs as well. When we reviewed the features needed and the cost comparison, Zoom was less than half the cost with many of the features baked in as opposed to add-ons

• For all calls, you must complete at least the first question you are asked in the survey so that we know what type of connection.
• You can leave a voice message, and a pre-recorded message will play on your answering machine or service when the call is saved.
• If you get a signal compromised or problem you can hang up once you are in the software which makes it quick and easy.

Incentivized

• We migrated away from a telephony system that was antiquated and almost unusable for what we wanted to do, so Zoom has been a huge improvement for us!
• We're continuing to roll out new channels of contact for customers -- Calls, chat, video, email, etc.
• We're still getting our sea legs from a reporting perspective, and that could always be better, but so far the biggest improvement was for our staff actually using the software. They really enjoy the simplicity and robustness of the software.