Item: Zoom Contact Center
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

We went from paying a lot of money for using some tools of a large call center application that still needed seperate connections to paying less for exactly what we needed in an all in one application.
ZCC was able to handle the influx of calls per day and keep customers in the right queues or callbacks so all calls were answered. Making for a better customer interaction.

Alternatives Considered

Avaya IP Office, Avaya Enterprise Cloud, Five9 and FreePBX

Setup and management is much easier compared to other applications. Making changes is all done from one place and not multiple. Changes can also be made and implemented very quickly.

Key Insights

Do you think Zoom Contact Center delivers good value for the price?

Yes

Are you happy with Zoom Contact Center's feature set?

Yes

Did Zoom Contact Center live up to sales and marketing promises?

Yes

Did implementation of Zoom Contact Center go as expected?

Yes

Would you buy Zoom Contact Center again?

Yes

Other Software Used

Zendesk Guide, Tableau Cloud, Microsoft 365

Likelihood to Recommend

If someone was looking for a contact center that was easy to setup, use, and manage; then Zoom Contact Center would be the first recommendation that I would give. It is a process to get things set up for phone systems but ZCC made it fairly painless and the support we received from Zoom also made the whole experience worth switching over from a different company.

Zoom Contact Center

Overall Satisfaction with Zoom Contact Center