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 …
Starting at $79 per month per user
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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.
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Awards
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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
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
Starting price (does not include set up fee)
- $79 per month per user
Product Demos
0:09 / 0:30 Zoom Contact Center: For when your customers’ plans don’t go as planned
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Features
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Product Details
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- 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 Screenshots
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.
Zoom Contact Center starts at $79.
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
(1-12 of 12)Companies can't remove reviews or game the system. Here's why
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
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.).
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.