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.
Genesys and CallRail are tipically IVR/ call forwarding software. But when it comes to Zoom Contact Center it records your call, you get a analytical report to analysis your calles and workflow so that you can take required actions. And the integration with CRM software, that …
We previously used Talkdesk and found it to be a lower-quality experience overall compared with Zoom Contact Center. The application itself was not as polished, the customer service was less effective, and call quality was often inconsistent.
In comparison, Zoom Contact Center …
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 …
- 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 …
Verified User
Technician
Chose Zoom Contact Center
Works for smaller customer service but if you want to see metrics and so on Zoom Workplace is the way.
Zoom Workplace gives us more tools than teams in relation to the education sector. More abilities in the classroom and for meetings in general. There are more features that are more user friendly in a educational enviroment then in a private meeting settings. from whiteboard …
They work seamlessly together, which is why we used this product. We also used Zoom, and that has enhanced our business perspective and our employees' experience, especially when we communicate internally and externally. Neat and zoom a setup in a way that they seamlessly work …
We decided to keep our customer service in house and this allows us to really feel the heartbeat of the business. Customers come first and this allows exactly that.
Like any Cisco product, it is exceptionally expensive compared to anything else out there. By using Finesse, we were on prem before and there was always a reason to do maintenance or last minute overnight changes. Finesse was also unreliable and rarely worked for any one person …
The implementation is very simple. It also offers a professional IVR and many configuration options that can be easily enabled or disabled, along with real-time analytics.
Verified User
Employee
Chose Zoom Contact Center
Zoom Workplace's call handling, ease of use, meetings, and better contact center integration are head and shoulders above Microsoft. We were tired of the limitations of the Teams software and haven't looked back since we made the switch from Microsoft Teams to Zoom Workplace.
At my company we have worked with other Contact Center solutions, both for internal use and for distribution, and we have chosen Zoom Contact Center as the best of all for its ease of use, implementation time, and easy adoption.
Microsoft Teams was very difficult. Many third-party providers didn't understand the integration and capabilities of the systems. The Teams app is very clunky, and you can get very different capabilities and compatibility when using it between Mac and PC environments. Zoom had …
Without being too negative, I would say that Zoom shines in every area that Mitel left us lacking. The application itself is far and beyond more optimized for our systems. As the Contact Center Administrator, uptime and stability and call quality are my main priorities, and …
As the person in IT dealing with the day-to-day issues that come up, Zoom Contact Center is far superior to 8x8 Contact Center. When we had 8x8 we probably saw 10+ tickets (we were a company of about 115 employees) every day. Most of those times we would have to uninstall and …
Zoom has all the features Jive lack at the moment, example:
Routing skills, better analytics and logs, being able to add conditions to the routing flows.
Features
Zoom Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Zoom Contact Center
8.1
30 Ratings
4% below category average
Agent dashboard
8.230 Ratings
Validate callers
7.827 Ratings
Outbound response
7.726 Ratings
Call forwarding
8.225 Ratings
Click-to-call (CTC)
8.323 Ratings
Warm transfer
8.330 Ratings
Predictive dialing
8.020 Ratings
Interactive voice response
8.426 Ratings
REST APIs
8.422 Ratings
Call scripts
7.725 Ratings
Call tracking
8.130 Ratings
Multichannel integration
8.528 Ratings
CRM software integration
7.923 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
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.
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 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.
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.
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.
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.
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.
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.
