Zoom Contact Center

Score8.7 out of 10

63 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

1 / 3

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
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.9
REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.3

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: 8.1
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.6
Call scripts
Providing agents with a predefined conversation script.
Category average: 8.4

#1 most frequent

Information

19.3%

58 installations of 300

#2 most frequent

Professional, Scientific, and Technical Services

17.7%

53 installations of 300

#3 most frequent

Finance and Insurance

17.7%

53 installations of 300

Lagut Lehiany

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

Curtis Thomas

Telecom Engineer in Engineering at Sekisui House U.S., Inc (1001-5000 employees employees)

Use Cases and Deployment Scope

We are a homebuilder and we use Zoom Contact Center for our online sales teams to take calls advertised for our communities. We also integrate this with D365. We have callback features, email notifications, dispositions, and business hours overflow settings enabled that helps manage our calls. In addition, we use Zoom Contact Center for our IT Service Desk. This flow and queue has similar settings to our online sales with the exception of integration with D365.

Pros

Simple flow creation for an admin
Integrations with CRM products without needing more than one tool open at a time.
Very user friendly and has little training needed to understand how it works

Cons

Support cases are lackluster in that it can take 1, 2, or 3+ days before I get an answer other than "we are reviewing your request." Sometimes even that initial message can take 12+ hours to get
SMS Campaign setup could be a bit more streamlined. Zoom Phone was a lot easier to setup, but for some reason the Zoom Contact Center campaign took several attempts before we could get approval. Each time you submit, you cannot edit your existing submission. You must submit the entire form again, even if it is a minor change.
Voicemail inbox management is different than Zoom Phone. In some ways, it is better because you have more settings that can be managed. But in other ways it is odd because unlike Zoom Phone, when creating the Asset, you have to pull up a different Asset page that Zoom Phone does better.
The text to speech could be a bit more human. This is not just Zoom Contact Center though. ZP uses the same AI voice. They are continually getting better, most of the voices still sound very robotic.
Engagement IDs could be confusing depending on the level of tech expertise your agents have. They are extremely useful in that it is an ID to a specific call that can be tracked and administrated by IT, but takes some getting used to why it's important for an agent. I'm not sure if it would benefit from a name change or hidden unless you click on something that says, "I need help with a call" and then it pops up.

Usability

Alternatives Considered

Cisco Finesse

Arthur Zolfaghari

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

Vaibhav Gawande View profile

Business Development Manager in Marketing at Bestosys Solutions Pvt Ltd (1-10 employees employees)

Use Cases and Deployment Scope

We use it as a unified platform for video, chat, and email to improve productivity and customer support via newly added AI integration. It helps us in analysing the conversations in real time and gives relevant data for improvement. It has replaced separate tools that we were using for voice, video, and business communication.

Pros

Quality management
Real time collab
All in one solution

Cons

The AI interface is evolving. The real-time agent guidance can be improved.
Workflow management should improve on mapping agent status for better efficient.

Return on Investment

Definitely improved our ROI, and saved us cost of using multiple systems.
We get real-time suggestions from the AI, which increased our team's efficiency.

Usability

Alternatives Considered

Talkdesk and Five9

Other Software Used

Zoho Books, Stripe Billing, Razorpay Payment Gateway, Practo

Mounir Beji

Customer Support Rep in Customer Service at Chamas Tacos® (51-200 employees employees)

Use Cases and Deployment Scope

Being in the hotel industry, proper handling customer communication is key to the success of our business and Zoom Contact Center makes it possible. It makes omnichannel communication easy and it effectively routes communication to the right agents. With the tool in place, we have not only ensures flawless customer-business communication but the tool also boosts agent productivity while bettering customer experience.

Pros

Intelligent calls routing ensures better agent productivity and customer experience.
It AI agents (chatbots) works well and makes customer self-service when getting information easy.
Video support and engagement makes handling customer issues easy. From chat, to calls, to video support, this tool has it all.
The tool makes us understand our customers better thanks to sentiment analysis capabilities.
It effectively integrated with CRM solutions.

Cons

Performance issues - the call quality is not always great and we experienced dropping calls which can be frustrating.
It lacks reporting functionality.

Return on Investment

Routing calls ensures the right agents handle customer issues.
Virtual agents makes self service easy which boosts customer experience.
We have improved our service center needs and we attend to our customer needs on time which is good for business.

Usability

Other Software Used

Act! CRM, Staffbase, DocuSign

8x8 Contact Center

Genesys Cloud CX

Google Cloud Contact Center AI

Zoom Contact Center

What is Zoom Contact Center?

Categories & Use Cases

Media