Zoom Contact Center
March 07, 2024
Zoom Contact Center
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Zoom Contact Center
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.
- 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.
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.
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