VerticalResponse is an email campaign management software and services platform from Deluxe. In addition to providing email marketing tools, VerticalResponse offers fully managed email marketing services from campaign launch and management to reporting and analysis.
$9
per month
Zoom Contact Center
Score 8.7 out of 10
N/A
Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.
For businesses requiring advanced email marketing features like sophisticated automation, in-depth analytics, and extensive customization, VerticalResponse might fall short due to its limited featuresVerticalResponse is ideal for small businesses or freelancers who need a simple, straightforward email marketing tool. Its ease of use and basic features make it suitable for those without extensive technical expertise in email marketing
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.
I love the ease of list builder because we often times have a lot of data to import. It would be simply impossible without this tool, considering the amount of customer data we have for any one given email.
We really enjoy the ease of use of the HTML wizard as well. It helps even a novice be able to make a beautiful and attention grabbing email.
The dashboard is functional and easy to find when you need with a quick search.
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.
The type face is small. Not sure if this is to avoid overwhelming the reader, but I could see this being an issue with vision-impaired people or people who don't see small print well.
Sometimes I find it takes multiple clicks to make one simple change. I wish there was a search field at the top of the screen that allowed me to jump directly to a client's entry to update it there.
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.
Product is easy for both technical and non-technical people to use. A cost effective solution for sending out large number of messages. We can manage unsubscribes by individual accounts, so we can have multiple multiple accounts combined to maximize our buying power on credits. Effective API for sending/receiving data makes tool a valuable asset.
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.
I truly love this product. We are moving to an all-in-one system next year and my greatest fear in doing so is how much I will miss this platform. Although we are excited for things ahead, I will always keep Vertical Response in my back pocket incase I don't love the new platform as much
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.
At Vertical Response the help desk associates are courteous, knowledgeable and helpful. You can tell they enjoy what they do. And clearly, they are well trained because most times, the first point of contact is able to resolve any issue you may have. There have been very few times where an associate has needed to get back to me or escalate me to a supervisor
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.
Basic functions and online help...we used what was needed, at the time, and will continue to explore other online trainings as our functional needs expand
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.
In addition to using Vertical Response personally I also manage email marketing for clients that already use Mailchimp, Robly and Constant Contact. While most of these platforms all offer similar features I choose Vertical Response first if the client does not have a platform in place. Typically I am also teaching the client how to use this tool and the Vertical Response visual interface is very easy for me to teach a client how to navigate and create their own campaigns.
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.
