Webex Contact Center vs Zoom

What users are saying about

Learn more

Score 9.4 out of 10

Based on 43 reviews and ratings

Learn more

Score 8.4 out of 10

Based on 4128 reviews and ratings

Feature Set Ratings

Contact Center Software

9.1

Webex Contact Center

91%

Zoom

Feature Set Not Supported

N/A

Webex Contact Center ranks higher in 13/13 features

Agent dashboard

9.5

95%

13 Ratings

N/A

0 Ratings

Validate callers

8.7

87%

13 Ratings

N/A

0 Ratings

Outbound response

9.7

97%

10 Ratings

N/A

0 Ratings

Call forwarding

8.9

89%

12 Ratings

N/A

0 Ratings

Click-to-call (CTC)

9.1

91%

11 Ratings

N/A

0 Ratings

Warm transfer

9.6

96%

13 Ratings

N/A

0 Ratings

Predictive dialing

8.6

86%

9 Ratings

N/A

0 Ratings

Interactive voice response

9.0

90%

11 Ratings

N/A

0 Ratings

REST APIs

8.6

86%

11 Ratings

N/A

0 Ratings

Call scripts

8.6

86%

13 Ratings

N/A

0 Ratings

Call tracking

9.1

91%

12 Ratings

N/A

0 Ratings

Multichannel integration

9.2

92%

12 Ratings

N/A

0 Ratings

CRM software integration

9.6

96%

11 Ratings

N/A

0 Ratings

Workforce Optimization (WFO)

9.3

Webex Contact Center

93%

Zoom

Feature Set Not Supported

N/A

Webex Contact Center ranks higher in 9/9 features

Inbound call routing

9.0

90%

11 Ratings

N/A

0 Ratings

Omnichannel inbound routing

9.3

93%

12 Ratings

N/A

0 Ratings

Recording

9.7

97%

12 Ratings

N/A

0 Ratings

Quality management

9.7

97%

11 Ratings

N/A

0 Ratings

Call analytics

9.7

97%

12 Ratings

N/A

0 Ratings

Historical reporting

8.4

84%

12 Ratings

N/A

0 Ratings

Live reporting

9.4

94%

11 Ratings

N/A

0 Ratings

Customer surveys

8.7

87%

11 Ratings

N/A

0 Ratings

Customer interaction analytics

9.4

94%

10 Ratings

N/A

0 Ratings

Performance & Compatibility of Online Events Software

Webex Contact Center

Feature Set Not Supported

N/A

8.3

Zoom

83%

Zoom ranks higher in 4/4 features

High quality audio

N/A

0 Ratings

8.6

86%

689 Ratings

High quality video

N/A

0 Ratings

8.6

86%

691 Ratings

Low bandwidth requirements

N/A

0 Ratings

7.6

76%

615 Ratings

Mobile support

N/A

0 Ratings

8.6

86%

90 Ratings

Screen Sharing

Webex Contact Center

Feature Set Not Supported

N/A

8.6

Zoom

86%

Zoom ranks higher in 2/2 features

Desktop sharing

N/A

0 Ratings

9.0

90%

684 Ratings

Whiteboards

N/A

0 Ratings

8.2

82%

450 Ratings

Online Meetings / Events

Webex Contact Center

Feature Set Not Supported

N/A

8.4

Zoom

84%

Zoom ranks higher in 5/5 features

Calendar integration

N/A

0 Ratings

8.4

84%

613 Ratings

Meeting initiation

N/A

0 Ratings

8.6

86%

671 Ratings

Integrates with social media

N/A

0 Ratings

7.8

78%

293 Ratings

Record meetings / events

N/A

0 Ratings

8.8

88%

644 Ratings

Slideshows

N/A

0 Ratings

8.3

83%

466 Ratings

Online Events Collaboration

Webex Contact Center

Feature Set Not Supported

N/A

8.4

Zoom

84%

Zoom ranks higher in 3/3 features

Live chat

N/A

0 Ratings

8.8

88%

586 Ratings

Audience polling

N/A

0 Ratings

8.2

82%

379 Ratings

Q&A

N/A

0 Ratings

8.4

84%

424 Ratings

Online Events Security

Webex Contact Center

Feature Set Not Supported

N/A

8.4

Zoom

84%

Zoom ranks higher in 3/3 features

User authentication

N/A

0 Ratings

8.3

83%

503 Ratings

Participant roles & permissions

N/A

0 Ratings

8.5

85%

555 Ratings

Confidential attendee list

N/A

0 Ratings

8.3

83%

393 Ratings

Attribute Ratings

Webex Contact Center is rated higher in 1 area: Likelihood to Recommend

Webex Contact Center

96%

13 Ratings

8.8

Zoom

88%

705 Ratings

Webex Contact Center

N/A

0 Ratings

9.5

Zoom

95%

15 Ratings

Webex Contact Center

N/A

0 Ratings

8.8

Zoom

88%

39 Ratings

Webex Contact Center

N/A

0 Ratings

10.0

Zoom

100%

2 Ratings

Webex Contact Center

N/A

0 Ratings

10.0

Zoom

100%

2 Ratings

Webex Contact Center

N/A

0 Ratings

8.3

Zoom

83%

53 Ratings

Webex Contact Center

N/A

0 Ratings

10.0

Zoom

100%

14 Ratings

Contract Terms and Pricing Model

Webex Contact Center

N/A

0 Ratings

7.7

Zoom

77%

15 Ratings

Webex Contact Center

N/A

0 Ratings

10.0

Zoom

100%

1 Rating

Webex Contact Center

N/A

0 Ratings

9.1

Zoom

91%

8 Ratings

Pros

Simple and easy to use dashboard
Auto generation of transcripts
AI supporting the operator as a virtual assistant
Well suited for a large number of user
Customer support

Read full review

Verified User

Professional in Marketing

Education Management Company, 201-500 employees

View all 13 answers on this topic

The ease of hosting & joining meetings with a simple URL.
The ability to screen-share and share control of screens seamlessly makes collaboration even better.
Participants limit in a zoom meeting is way better than other collaboration tools.
Ability to restrict unwanted users from joining the meeting even with the meeting password.

Read full review

Sameera Srivastava

Senior Product Analyst

MonotypeInformation Technology & Services, 10,001+ employees

View all 705 answers on this topic

Cons

The chat space could be improved within the call rooms to be able to share quick writings.
In international calls there are usually failures, especially audio.
Being able to have an unlimited number of users at the same time in basic rooms.

Read full review

J. Eduardo Medina Corona

Researcher/student

Universidad Popular Autónoma del Estado de PueblaHigher Education, 201-500 employees

View all 13 answers on this topic

Sharing zoom complete information is not visible on the screen, and also a bit is confusing minimizing and maximizing.
Every time someone enters the chat, a chat box appears on my screen, and some features are missing from this version.
Automatic conference connection based on a schedule isn't an option, and neither is enhanced security measures.

Read full review

Muhammad Hossain

Sales Manager

Chain One LtdBusiness Supplies & Equipment, 51-200 employees

View all 705 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

Webex Contact Center Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Starting Price

$14.99 per month

Zoom Editions & Modules

On-premise Edition

Virtual H.323/SIP Room Connector	$49¹
Business	19.99¹

per month

SaaS Edition

Basic	Free¹
Pro	14.99²
Business	19.99²
Enterprise	19.99²

Free
per month/per license

Additional Pricing Details

Discounts available for each plan if you pay annually.

Likelihood to Renew

No score

No answers yet

No answers on this topic

Zoom 9.5

Based on 15 answers

We're sticking with Zoom for the foreseeable future--given its compelling feature set, ease of use, and advanced technology, there's just no other competition to be excited about. Plus it's a Gartner-recognized industry leader, so it's a rather easy choice.

Read full review

Stefan Scherbik

Associate, Video and Collaboration

BAYADA Home Health CareHospital & Health Care, 10,001+ employees

View all 15 answers on this topic

Usability

No score

No answers yet

No answers on this topic

Zoom 8.8

Based on 39 answers

Zoom has been very good in terms of usability as I have rarely had issues joining the meetings on desktop and it has always provided me with a stable audio and video and it makes it very easy for me to get through any meetings without much problem. I have found that it helps create a very friendly environment with my team through the creation of conferences and moderated chat rooms.

Read full review

Bart Harris

Software Engineer, Infrastructure

LenovoInformation Technology & Services, 10,001+ employees

View all 39 answers on this topic

Reliability and Availability

No score

No answers yet

No answers on this topic

Zoom 10.0

Based on 2 answers

There have been less than a handful of outages during our two years with Zoom, and whenever there was one, an email informing us of the outage went out immediately, and they had the issue resolved shortly thereafter.

Read full review

Stefan Scherbik

Associate, Video and Collaboration

BAYADA Home Health CareHospital & Health Care, 10,001+ employees

View all 2 answers on this topic

Performance

No score

No answers yet

No answers on this topic

Zoom 10.0

Based on 2 answers

Zoom has among the best performance of any video conference platform, as I've mentioned several times. Besides that, their Chat platform works great, and their back end always runs smooth. It's unfortunate that reporting can now only be done by one month at a time, but nonetheless, it only takes a second to run any kind of Zoom report, whether it's an attendee report, Poll results, a user report, a list of meetings from the past month, etc.

Read full review

Stefan Scherbik

Associate, Video and Collaboration

BAYADA Home Health CareHospital & Health Care, 10,001+ employees

View all 2 answers on this topic

Support Rating

No score

No answers yet

No answers on this topic

Zoom 8.3

Based on 53 answers

As I've written before, Zoom makes us feel like we matter and that we're a client rather than a customer. They want us to succeed and they put in the time to make sure that we do. I feel like they're more of a business partner rather than simply a vendor or supplier. They spent a lot of time onboarding with us, giving us demos, helping us get set up, and then giving us follow-up to be sure it's going well.

Read full review

Kenneth Hess

Senior Systems Analyst

CymSTAR, LLCDefense & Space, 201-500 employees

View all 53 answers on this topic

Implementation Rating

No score

No answers yet

No answers on this topic

Zoom 10.0

Based on 14 answers

If you receive any pushback from higher ups, point to any of the various positive reviews like this one. Or show Zoom's excellent Gartner report, or articles describing Zoom's partnership with Sequoia capital. It's not difficult to show how Zoom is a trustworthy industry leader with best-in-class technology.

Read full review

Stefan Scherbik

Associate, Video and Collaboration

BAYADA Home Health CareHospital & Health Care, 10,001+ employees

View all 14 answers on this topic

Alternatives Considered

Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN offer. Everything is well and fully integrated, and easy to manage for IT teams.

Read full review

Verified User

Account Manager in Sales

Information Technology & Services Company, 51-200 employees

View all 13 answers on this topic

Zoom cannot be beaten for ubiquity - 100% of my clients and prospective clients are already familiar with Zoom. This is the #1 reason why I use Zoom. Additionally, Zoom integrates with AcuityScheduling, saving me a lot of time in creating meetings and adding them to the calendar. Zoom is disappointing in terms of video quality, interactivity features, and privacy. In cases where I need to use the recording of webinars for digital products, I will always use Crowdcast, and in cases where privacy is essential, I will use JitsiMeet.

Read full review

Sarah Martin

Owner

Dignified HedonistHealth, Wellness and Fitness, 1-10 employees

View all 705 answers on this topic

Contract Terms and Pricing Model

No score

No answers yet

No answers on this topic

Zoom 7.7

Based on 15 answers

Overall I feel it is a fair price for what you pay for and the time constraints are not an issue at all. Zoom allows users to be on there for hours and hours and also you can launch as many meetings as you want. Overall I am very happy with using Zoom for our business.

Read full review

Brandon Losover

SMB Sales Specialist

MindbodyComputer Software, 501-1000 employees

View all 15 answers on this topic

Scalability

No score

No answers yet

No answers on this topic

Zoom 10.0

Based on 1 answer

Because the Basic licenses are completely free, and because it's very easy to configure and install Zoom, and because anyone can join Zoom from a link without needing an account, scaling is a Breeze. There are absolutely no roadblocks. My company keeps adding more Zoom Pro license every week since it's so in demand. We were able to convert users from several different platforms onto Zoom with no trouble at all.

Read full review

Stefan Scherbik

Associate, Video and Collaboration

BAYADA Home Health CareHospital & Health Care, 10,001+ employees

View all 1 answers on this topic

Professional Services

No score

No answers yet

No answers on this topic

Zoom 9.1

Based on 8 answers

Zoom is an all-around, robust, and equipped tool that serves a huge requirement for communicating and running business processes very effectively. The calendar integration is very helpful in notifying the team members [of] any meeting upcoming and is also apt for mobile use in special cases as well. The phone call feature is also very standout. Minimum bugs and ease of use make it the first choice for any company.

Read full review

Santanu Sen

Head of Sales

Ecommerceinsights.aiInformation Services, 1-10 employees

View all 8 answers on this topic

Return on Investment

It doesn't take a lot of investment to train new Webex users.
Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.

Read full review

J. Eduardo Medina Corona

Researcher/student

Universidad Popular Autónoma del Estado de PueblaHigher Education, 201-500 employees

View all 13 answers on this topic

It enables me to send and receive messages from my team members during video calls, handling online presentations.
With the ability to quickly stop, mute, and even receive notifications when someone enters or exits the meeting room, I'm never obligated to show up while making a call.
It is possible to record online meetings for future reference and more effective customer service. As we dealt with a lockdown, Zoom helped our business run smoothly.

Read full review

Aurpa Fiza

Mapple Ltd

App developerComputer Software, 11-50 employees

View all 705 answers on this topic

Webex Contact Center

Zoom

Webex Contact Center

Zoom

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Webex Contact Center

Zoom

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Webex Contact Center

Zoom

High quality audio

High quality video

Low bandwidth requirements

Mobile support

Webex Contact Center

Zoom

Desktop sharing

Whiteboards

Webex Contact Center

Zoom

Calendar integration

Meeting initiation

Integrates with social media

Record meetings / events

Slideshows

Webex Contact Center

Zoom

Live chat

Audience polling

Q&A

Webex Contact Center

Zoom

User authentication

Participant roles & permissions

Confidential attendee list

Webex Contact Center

Zoom

Webex Contact Center

Zoom

Webex Contact Center

Zoom

Webex Contact Center

Zoom

Webex Contact Center

Zoom

Webex Contact Center

Zoom

Webex Contact Center

Zoom

Webex Contact Center

Zoom

Webex Contact Center

Zoom

Webex Contact Center

Zoom

Likelihood to Recommend

Webex Contact Center

Zoom

Pros

Webex Contact Center