IPscape vs. Zoom Contact Center

Well suited for: - Organizations already on the Zoom Platform looking to extend into a full contact center without adding a new vendor - Contact center operations that need a modern platform without enterprise-level complexity - Small technical admin team to manage the environment Not Suited for: - Very complex, highly customized requirements - Not ready to jump into all Zoom platform to take advantage of a simple unified platform including AI first approach.

• 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

we are heavily invested into zoom and contact center setup and it has been intergrated into the way we work on a daily basis

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

always there for us and are quick in getting us an answer (not always the answer we are looking for) but they help us out as best as they can

Incentivized

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

Incentivized

it take a lot of planning and testing to get it to do exactly what you want it to do. but once past that hurdle it is easy

Incentivized

It is a good product that fits our needs, we considered using the Contact Center despite the fact of still lacking important capabilities (we think it is till s in its "toddler" age) because we see how rapidly Zoom builds their products and add functionality to it, and because we already are using Zoom Meetings, Phone and others, it just makes sense to use Contact Center because of the potential capabilities and integration; it just made sense, and so far so good, but only time will tell.

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

• We were able to cut our communication costs significantly and gain features we could have only dreamed of prior.
• The contact center platform is head and shoulders above some of their competitors. This allows our team to quickly assist our customers with their questions and concerns.

Incentivized