Zoom Contact Center

Score9 out of 10

68 Reviews and Ratings

What is Zoom Contact Center?

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.

Categories & Use Cases

Media

Screenshot of the Zoom Workspace video room experience

Screenshot of the analytics used to optimize contact center performance

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Screenshot of the video-optimized CCaaS

Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Category average: 8.3
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.9

Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.7
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8
Call scripts
Providing agents with a predefined conversation script.
Category average: 8.5

Most Frequent Users

Top 3 industries using Zoom Contact Center.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Information

16.8%

70 installations of 417

#2 most frequent

Professional, Scientific, and Technical Services

15.1%

63 installations of 417

#3 most frequent

Finance and Insurance

13.2%

55 installations of 417

Pros

Consolidates disparate communication channels into a unified platform
Seamless integration with CRM systems for streamlined agent workflows
Enhances agent efficiency through AI features like virtual agents and summarization

Cons

Initial configuration and setup processes can be complex
AI capabilities have limitations in text-to-speech naturalness and real-time agent guidance
Text messaging features are described as clunky with restrictive auto-reply options

Alan Ogilvie

Snr IT Director Enterprise support in Information Technology at Capital One (10,001+ employees)

Use Cases and Deployment Scope

We use Zoom Contact Center for our internal service desk supporting over 80k users worldwide. ZCC has simplified the way we work allowing us to integrate all our platforms under one. The new agent interface is a game changer. QM features are allowing us to improve quality of service without lengthy call listening sessions. It’s driving natural improvement as agents can see their scores near real time.

Pros

Innovation new feature sets
Putting the customer experience first
All in one product that is state of the art in the Industry

Cons

WFM is missing some key basic features. Product team are now aware of these

Return on Investment

Productivity improvement
Cost is similar to our previous tool AwS connect but far more intuitive, both agents and users find it easier to use
Integrated remote control is a game changer

Usability

Alternatives Considered

Zoom Virtual Agent

Anoop Singh

Senior Engineer in Customer Service at Bounteous Accolite (5001-10,000 employees)

Use Cases and Deployment Scope

We used Zoom Contact Center to handle customer calls,chats, texts, and video all in one place. It is made by Zoom, so it works very well if we already use Zoom for meetings. This is a very smooth and budget-friendly way to add a full contact center on top of using Zoom for meetings and phone calls.

Pros

we can handle phone calls, texts,live chat,video calls,email all from one screen
Interface is very smooth and easy to use.
It has AI that suggests answers to agents while they are on call

Cons

It gets pricey as we add features
Advanced settings are hidden and needs some work to get to know in detail
Few users noticed ocassional lags at times.

Return on Investment

It saves a lot of time for users where calls,text,email,video all are handled under one screen instead of multiple applications
It has a very smooth and easy to use interface even for entry level users

Usability

Alternatives Considered

RingCentral Contact Center and Amazon Connect

Other Software Used

Microsoft Teams, RingCentral Contact Center, Google Chrome

Arthur Zolfaghari

Customer Support Agent in Customer Service at Event Wishes (11-50 employees)

Use Cases and Deployment Scope

We have Zoom Contact Center deployed in our marketing and customer support departments. The tool come in handy for enhancing customer experience as it unifies customer support channels thereby enabling faster resolutions to customer issues. In addition, its AI capabilities not only reduces our operational costs but also ensures easy personalization of customer journeys while still boosting agents productivity.

Pros

The omnichannel support features ensures fast issues resolution.
It comes with AI capabilities (Zoom AI Companion) that makes summarization easy, handles sentiment analysis, and automates some actions.
Intelligent routing ensures easy matching of customer issues with the right agents for the best and fast solution.
The tool empowers agents with right tools and knowledge to offers best customer support and this adds up to agent productivity.

Cons

Call quality is greatly affected with internet fluctuations.
Offers limited analytics and reporting features.

Return on Investment

AI features helps with automation and greatly boosts agent productivity.
With the tool, we have realized faster customer issues resolution which means better customer experiences thus translating to high retention.
Zoom Contact Center is an multichannel customer support solution and this helps in customer journey mapping.

Usability

Other Software Used

AnyDesk, Abnormal Security, Nextiva Customer Experience

Verified User

Executive in Sales (501-1000 employees)

Use Cases and Deployment Scope

We use Zoom Contact Center to manage customer calls and inquiries. It helps us to respond faster, track conversations where we can get recordings, and interactions where we can analyze and improve ourselves. We mainly use it for lead follow-up, property inquiries, and client communication. It saves time as it makes our daily communication work more smoothly and organized. The IVR system helps a lot with transferring calls to the appropriate sales owner, as it is integrated with our CRM.

Pros

IVR/ call routing.
Call recordings and interactions.
CRM integration.

Cons

Sometimes system feels slow when many calls come at the same time.
Mobile app can be more user friendly.

Return on Investment

Before implementing the software, some customer inquiries were missed during busy hours, but after implementation, our team can respond faster and manage follow-ups more effectively.
It reduced manual work and saved time for our sales team in daily communication.

Usability

Alternatives Considered

telecrm

Other Software Used

telecrm, Odoo

Lagut Lehiany

Customer Relations Manager in Customer Service at IMPRIGRAPHIC (51-200 employees)

Use Cases and Deployment Scope

Zoom Contact Center has been instrumental to our business in improving customer experience and engagement. It offers AI-powered omnichannel support, which not only ensures customer satisfaction but also boosts agent productivity. In addition, thanks to effortless integration with our CRM, we have streamlined our workflows and now offer better customer support.

Pros

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.

Cons

The auto-reply options in the chat feature are limited, which often frustrates our customers.
It offers limited configuration options.

Return on Investment

With Zoom Contact Center in place, we have increased agent productivity.
The AI self-service features ensure fast resolution of customer issues, especially for common inquiries.
Being an omnichannel customer support solution saves us money.
We have enhanced customer experience and satisfaction thanks to proper customer support.

Usability

Other Software Used

Salesforce Customer Identity, AnyDesk, Okta Workflows

8x8 Contact Center

Genesys Cloud CX

Google Cloud Contact Center AI

Zoom Contact Center

What is Zoom Contact Center?

Categories & Use Cases

Media