ICR Evolution 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

• AI-powered self-service - customers can interact with our virtual agents and get answers to common inquiries, which ensures fast resolutions.
• Better omnichannel support ensures our agents have an easy time managing customer interactions across chat, voice, and SMS.
• With Zoom Contact Center in place, we have realized increased agent productivity thanks to its AI features and its ability to integrate with our CRM tool.
• The advanced routing and insights ensure that customer issues head to the right customer agent depending on skills.

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

We are very likely to renew Zoom Contact Center because it has been a stable and reliable solution for our organization. It fits well within the broader Zoom ecosystem that we already use, including Zoom Meetings, Zoom Phone, and Zoom Chat, which creates a more seamless experience for users and reduces complexity.
The product quality has been strong overall, and we have also had positive experiences with Zoom’s customer service. While there are still areas where reporting and certain features could improve, the platform has delivered enough value in usability, stability, and integration to make renewal likely.

Incentivized

Usability is one of Zoom Contact Center's strongest selling points. It feels like a natural extension of the Zoom platform rather than a bolted-on contact center tool, which made adoption across our team noticeably smoother than previous system rollouts. Zoom Contact Center is clean, intuitive, and easy to navigate for both agents and administrators. For organizations already using Zoom, the learning curve is minimal.

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

This tool has enabled us to identify each user's needs across our various communication channels. It has also facilitated a direct point of contact with Zoom’s technical support team, allowing us to document and escalate any situation requiring specialized assistance, which is the primary reason we chose Zoom. I would recommend it to any colleague or company, as it offers a wide variety of tools, and—now, with the integration of AI—the level of service has improved significantly.

Incentivized

pricing and billing is always a concern to us but have not had anything to complain about even after they introduced a change to there models

Incentivized

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

Incentivized

some of teh pro services that we used was helpful and great to have as a resource

Incentivized

• Intuitive, Easier and almost effortless to maintain.
• Lesser Operational Expenses that the alternative we also have
• We wish it has a better integration with Zoom Phone, in terms of channels integration (Voice and Chat) to quick identify callers.
• It is missing "modular" programming to "reuse" Existing Flows and call them from other flows then return to the main flow.
• It is missing the capability to compartmentalizing different teams/groups related to reporting, admin, and global parameters.