Microsoft Copilot vs. Zoom Contact Center

It is a great tool for the UX designers because it can generate initial images according to your needs, it is also a lifesaver when you need to have initial statistics or research about the users or their behavior, but on the other hand you need to have the criteria to know if the tool is giving you the exact information that you requested, or if the information is not 100% true.

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.

• Generate Images
• Answer questions
• Create content
• Explain a variety of topics

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.

• Sometimes it has some errors during the response
• The answers to certain questions might not be 100% accurate
• It is not possible to iterate or modify the generated images

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

I love Bing Copilot because it is integrated to Bing, I can have the answers easily using my phone or my laptop. The answers show the links just in case one needs to have further information about a topic, and somehow the tool feels friendlier than the other tools such as Google Bard or ChatGPT. The quality of the generated images is great as well

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

• I have increased my productivity about 30% more since I started using Bing Copilot
• It has been very easy to use and implement to my daily activities in my current job
• It has improved my emails about 50%, memos and reports by suggesting me better ways to communicate my ideas

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.