DoubleTick vs. Zoom Contact Center

At our company, we launch a new property project and receive many customer inquiries in a single day. Zoom contact center helped our team manage all calls and follow-ups properly without missing leads. It is very useful for handling customer communication. During peak hours, some agents face call delays, making it a bit difficult to track reports quickly.

Incentivized

• This tool has allowed us to identify each of the users' needs.
• It has also allowed us to establish a direct point of contact with Zoom's technical support.
• Where specialized assistance is required can be documented and escalated, and that is mainly why we sought out Zoom.

Incentivized

• The integration with Zoom Phone is still ongoing, so it initially required some tricky configuration and additional phone numbers, but that's no longer a requirement now.
• I would love a way to use physical handsets with the Contact Centre. Currently, it's all softphone integration on a PC or Mac. But it's a great experience and very similar to using Zoom Meetings, so there's minimal training for staff needed.
• The Admin Settings on the backend can be tricky to navigate. Still, you have much more customization and constant feature upgrades than I've ever seen with any other Contact Centre service.

Incentivized

Zoom Contact Center saves a lot of time of our team. The right calls are rooted to right person and we can provide presonalized welcom to eveery call we get. and Sales and follow-up process is streamlined. Being small company but huge client it is very dificult to be in touch with riht representative. But zoom contact center helps in that.

Incentivized

It is rare to have to explain a lot to a user on how to use Zoom Contact Center. It makes sense, provides plenty of options without being overbearing, and we have rarely had issues come back that I need to regularly change or update to accommodate things like bugs or design issues

unless the network or internet is down - it has been there for us

Incentivized

does not seem to slow down even on our busy days

Incentivized

We have had a positive experience with Zoom Contact Center support overall. Support has generally been responsive and helpful, and our interactions have given us confidence in the product and platform.
In addition to the support experience itself, the product has been stable and reliable in day-to-day use, which helps reduce the need for frequent support involvement. When support has been needed, the experience has been solid enough to reinforce our overall positive view of the platform.
For those reasons, we would rate the overall support highly, while still recognizing there is always room for improvement.

Incentivized

it was mostly self service articles and looking up information on the zoom site and public forums

Incentivized

I implemented Zoom Contact Center myself, and overall the process was straightforward. The platform was relatively easy to configure, and it did not require an unusually large amount of internal support or complexity to get up and running.
One of the advantages during implementation was how well it fit within the broader Zoom environment, which helped reduce friction and made the setup feel more familiar. In our experience, the implementation process was manageable and efficient overall.
There is always some room for improvement, but the implementation was smooth enough that I would rate the experience highly.

Incentivized

- Only product to have all of our requirements (WFM, Call Recording, Screen recording, Quality Management, Knowledge Base, Cloud based solution) under one single platform, without any additional third party add-ons or multiple vendors. - Best pricing, not even close to any of the other bids. - AI features are not bolted on from other platforms, it is native and it shows.

we have not even scratch the surface of how big we can make this

Incentivized

• With Zoom Contact Center in place, we have increased agent productivity.
• The AI self-service features ensure fast resolution of customer issues, especially for common inquiries.
• Being an omnichannel customer support solution saves us money.
• We have enhanced customer experience and satisfaction thanks to proper customer support.

Incentivized