Zoom Contact Center
Zoom Contact Center is used as the main phone system for the company, it provides all the needed features to provide a satisfactory …
Overview
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.
Recent Reviews
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Popular Features
- Warm transfer (11)8.484%
- Multichannel integration (10)8.383%
- Agent dashboard (11)7.777%
- Call tracking (11)7.474%
Reviewer Pros & Cons
Pricing
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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.
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://zoom.us/pricing/zoom-contact…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Talkdesk?
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
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Product Details
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- Competitors
- Tech Details
- FAQs
What is Zoom Contact Center?
Zoom Contact Center is a Contact Center as a Service (CCaaS) offering built directly on Zoom’s unified communications platform to help businesses of all sizes better support and connect with their customers. Zoom’s CX platform features intelligent multi-channel routing, an AI-powered virtual agent, no-code IVR and bot flows, workforce engagement management, analytics, and pre-built integrations designed into the familiar Zoom app. Zoom Contact Center helps businesses to deliver fast, efficient, and highly personalized customer experiences, and improve agent productivity.
Basic features of Zoom Contact Center include:
Zoom Contact Center can also include a number of add-ons. These are:
Basic features of Zoom Contact Center include:
- Webchat, SMS, voice & video conferencing channels
- Video waiting rooms
- Routing profiles
- All PSTN/Voice minutes will be metered. See metered rates.
- Native supervisor and agent experience
- Agent profile management
- Built-in contact center analytics to measure productivity
- Per-agent licensing
Zoom Contact Center can also include a number of add-ons. These are:
- Zoom Virtual Service Phone Number - Adds virtual service numbers to Zoom Contact Center plan to allow customers to contact the the organization.
- Zoom Toll-Free Phone Number - Adds toll-free phone numbers to Zoom Contact Center plan to allow customers to contact the organization, free of charge.
- Contact Center Cloud Storage - To store, stream and download voicemails and recordings from the Zoom Cloud.
- Zoom Virtual Agent - A self-service and intelligent agent handoffs that is available both as an add-on to Zoom Contact Center and a standalone offering that works with CRM and contact center software.
Zoom Contact Center Videos
Vensure chose Zoom Contact Center and Zoom Virtual Agent to provide an omnichannel contact center solution (call, SMS, email, or chat) allowing the customer to pick their preferred channel for customer service.
Customers today want seamless service, personalized experiences, and quick solutions. Zoom Contact Center helps to make it simple to meet these demands while empowering agents and boosting business outcomes from the familiar, unified, and AI-powered Zoom platform.
Zoom Contact Center Integrations
Zoom Contact Center Competitors
Zoom Contact Center Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
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.
Google Cloud Contact Center AI, Genesys Cloud CX, and 8x8 Contact Center are common alternatives for Zoom Contact Center.
Reviewers rate Recording highest, with a score of 8.6.
The most common users of Zoom Contact Center are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(19)Reviews
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March 28, 2024
Zoom Contact Center
Score 10 out of 10
Vetted Review
Verified User
Zoom Contact Center is used as the main phone system for the company, it provides all the needed features to provide a satisfactory service to all customers
- Analytics
- Logs
- Functionality
- Reliability
- Variables in flows
Score 10 out of 10
Vetted Review
Verified User
We use the contact center with a hybrid mix of full time and part time agents (they are full time workers but only answer phones part time) that are spread out across the state. Zoom Contact Center addresses all the common issues that contact centers do but does so in a much better and intuitive way with regard to design and management, e.g., it's easy to add queues, change members, modify the call flow, etc., and there are no issues with QoS that sometimes happen with other phone systems (jitter, etc.).
- Easy to change behavior of a call queue
- Easy to modify call flow (normally this is very difficult and cumbersome in other contact centers)
- Language that is not esoteric to phone technicians (e.g., no "Hunt Group" or other inside baseball terms)
- Easy to see the overview of what is currently going on in the phone system and what people are doing right now
- Easy to add licenese, change changes, add phone numbers, change p#s, etc.
- Too many bugs in logging, a consumer hangup may result in Overflow to disconnect, which is not even a behavior in our phone system; Zoom acknowledged the bug, took months to implement a fix, and it's still not fixed (TS0053591)
- Logs are in two places, for instance, if a patient complains that they called 10x and no one called them back, we have to look at the logs in Zoom CC and Zoom Phone to get the full story of what happened. Concatenating log files is something I haven't done in at least 10 years, so strange that Zoom needs this.
- Zoom Contact Center still has "bolt-on" feeling to it, needs to be more integrated—see logging issue above.
- Reports are underwhelming and not easy to get to the data you need, which is different from the administration part of the contact center itself which is so fantastic. It feels like reports were designed by a different dev group, headed by someone who probably used to work at Mitel for years or somewhere where everything is cumbersome.
- Zoom Glossary is large but still does not have all terms, which defeats the purpose of a glossary.
- General Zoom support is now slow and underwhelming. It used to be fast and good, now they take forever and ask you the same questions multiple times and don't seem to fully understand answers. Feels like some McKinsey consultant decision from the 90s: ship support overseas to cheapen the cost and incentivize customers to pay for some higher tier of support where they will actually get support. I'd expect this from competitors, but disappointed to see it happen at Zoom. Our actual zoom support reps are very good, and this comment is about the general "contact Zoom support" inquiry form.
March 28, 2024
Zoom Contact Center Review
Score 9 out of 10
Vetted Review
Verified User
ZCC has allowed us to implement a single contact center platform across multiple businesses lines. The ZCC, along with the Zoom WFM & Zoom QM tools, allow us to run more efficiently as all the items we use to monitor the health of the call center is in one platform.
- Softphone
- Queue transfering
- Easy of use
- Call quality
- Reporting
- Screen recording for QM
- Agent alerts for Breaks & Lunches
- WFM alerts in ZCC
March 28, 2024
Zoom Contact Center for Internal Service Desk
Score 8 out of 10
Vetted Review
Verified User
We use ZCC in our organization for our Internal Service Desk; we started with Voice engagements, but planning to quickly expand to SMS and Chat engagement types.
We need a quick and way to provide access to our internal customer base, which is a global organization, so multiple languages and international numbers are part of the requirements.
Ease of use, ease of deployment and maintenance, comprehensive real-time and historical metrics and reporting capabilities, and capacity to integrate with other tools.
We need a quick and way to provide access to our internal customer base, which is a global organization, so multiple languages and international numbers are part of the requirements.
Ease of use, ease of deployment and maintenance, comprehensive real-time and historical metrics and reporting capabilities, and capacity to integrate with other tools.
- 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.
- Go deeper into a true separation of parameters, reporting, management, etc. so you could have multiple business units with very different needs, independently work. Some sort of "Multi-Tenant-Like" capabilities like the one seen in Zoom Phone Locations. In situations like these where you need "location/team isolation" is challenging, if not impossible to implement with Zoom Contact Center.
- More pre-canned integrations and ready-to-go examples to implement thins like the "InApp-Chat" channel for the Zoom Client Itself. This could be a great addition, especially when you use the ZCC to service your own company.
- ZCC is meant to be an independent solution that could interact with Zoom and non-Zoom products, but the capability to allow a tight-integration with Zoom Phone is really missing: Having the capability to make/receive calls between ZP and ZCC using just extension numbers should have been a given from the get-go; it really limits the use cases of Zoom Contact Center with its other star product Zoom Phone. I heard something is coming to address this, for lack of a better word I call "shortcoming", so I am really looking forward to see what is "being cooked" on this regard.
- Licensing Tiers: ZCC is really missing an Admin-Only Role from the licensing perspective; you have to "waste" a license to add Administrators, which is particularly bad when you have a fairly large organization with multiple admins.
March 28, 2024
Zoom Contact Center For The Win!
Score 10 out of 10
Vetted Review
Verified User
We use this for all four of our branded call centers with more than 400 offices across the country. It has been instrumental in the success of our call center as well as the growth of our businesses as a whole.
- Internal relationship tracking
- Platform integration for corporate staff
- Ease of use from a disability perspective
- Almost no down time with very robust support
- Overall expanded functionality -- Every system does something well but all can improve and integrate more natively with other platforms
- Better call tracking when forwarding to outside numbers and vendors
- Improved online/web portal experience. With so many different "features" and "products" in use, it can get very confusing as to how to manage these.
March 21, 2024
Zoom Contact Center Review
Zoom Contact Center sits right in the center of our business model! We take live calls from our clients and provide on-demand services. We had call quality issues (degraded voice quality, frequent downtime) with our previous carriers that frustrated our staff and customers. These issues are not present on the ZCC.
- Quality, both the app and service are of high quality
- Customer service, Zoom responds very quickly
- Customization, I can design the call center to my liking with a plethora of options
- 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.
March 21, 2024
Global take on Zoom Contact Center
AVI-SPL has a contact center team of 200 across seven countries, providing 24/7 support for over 26,000 service cases for our 3,000 unique customers, and our analog customer care solution was lagging behind. Zoom Contact Center allowed us to transition to a cloud-based solution which gave us needed capabilities that we did not get from our legacy system and also gave us room to grow as our customers' support needs grow. It does not lock us into a less capable solution, especially as they are continually expanding the product and platform.
- Simple Deployment
- Feature rich and expandable
- Simple user interface
- Scalable
- Deeper control options for admins
- Better tutorials for self management
March 21, 2024
Zoom Contact Center delivers operational efficiencies
Score 9 out of 10
Vetted Review
Verified User
We have multiple use cases for Zoom Contact Center including sales, marketing, customer service and operations. Each use case has its unique business requirements - ZCC is able to handle all of our requirements. Furthermore, ZCC allowed us to improve the effectiveness and efficiency of our teams.
- Reporting & Analytics
- Skill based routing
- Call Flow Development & Maintenance
- Additional Training Materials
We use Zoom Contact Center in our organization
to answer phone calls and receive live chats from our clients. Zoom
Contact Center allows us to see real time stats as to what our team
is working on and how our phone queue is doing. We also leverage off one of the
features that allows us to monitor phone calls so we can coach individual team members,
so they are able to learn to provide a higher level of service to our clients.
- Skills Routing
- Queue Wallboard
- Simplicity of Use
- A few more features on the Queue Wallboard would be nice.
- A pop out of the phone for the queue agents.
March 07, 2024
Zoom Contact Center
Score 9 out of 10
Vetted Review
Verified User
Zoom Contact Center is used for a call path for answering product support issues. All the calls that need to be answered by our Product Support Team come in via ZCC and allow agents to take voice and text messages. With ZCC we are able to have IVRs built and switched easily. Also, we have a skills based call routing and call back queues setup.
- The ability to easily build and publish call flows.
- Live metrics, not 30 seconds or a minutes behind, but actual live engagement metrics and reporting.
- Easy transcripts and summaries of calls.
- Some better integration between their Zoom Phone and Zoom Contact Center.
- More metrics for Wallboards and ability for side by side metrics in a pane.
March 05, 2024
Amazing Service
Score 10 out of 10
Vetted Review
Verified User
Zoom Contact Center has been the best Decision for our business needs. The ease of use and setup was the best I have ever dealt with. Each of their technical agents from setup to after support has been amazing. They are continuously adding better features to enhance the experience on our side as well as the customer side. We also utilize other product like their Quality Metrics and WorkForce Management products which are just as good and are always adapting to the needs of businesses like ours. If you are in the process of looking for an amazing IVR phone system for your company I suggest Zoom Contact Center along with the other products to make your experience more efficient. It will also help you streamline and stay ahead of your call volume and staffing needs. The reporting allows you to be able to see trends that you may not even know existed.
- Ease of use
- Great reporting
- Features
- Faster implementation of feature request
- More reporting functionality and custom reports.
September 14, 2023
Fast and Easy Communication with Zoom Phone
We moved out organization to Zoom Phone from our previous VoIP provider to help streamline our processes. Zoom Phone worked best for us because we also had a need for a robust and modern omni channel Contact Center and we got both with Zoom Phone. Zoom Phone's intuitive and user friendly interface made adoption quick and painless.
- Easy to user interface
- Fast reliable service
- Great support team (pre and post installation)
- Zoom Phone does not have Fax support...