Item: Zoom Contact Center
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

Intuitive, Easier and almost effortless to maintain.
Lesser Operational Expenses that the alternative we also have
We wish it has a better integration with Zoom Phone, in terms of channels integration (Voice and Chat) to quick identify callers.
It is missing "modular" programming to "reuse" Existing Flows and call them from other flows then return to the main flow.
It is missing the capability to compartmentalizing different teams/groups related to reporting, admin, and global parameters.

Alternatives Considered

Zoom Phone and Five9

It is a good product that fits our needs, we considered using the Contact Center despite the fact of still lacking important capabilities (we think it is till s in its "toddler" age) because we see how rapidly Zoom builds their products and add functionality to it, and because we already are using Zoom Meetings, Phone and others, it just makes sense to use Contact Center because of the potential capabilities and integration; it just made sense, and so far so good, but only time will tell.

Key Insights

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

Not sure

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

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

Did implementation of Zoom Contact Center go as expected?

Would you buy Zoom Contact Center again?

Yes

Other Software Used

Zoom Phone, Five9, Twilio, Slack, Atlassian Confluence, Amazon Connect

Likelihood to Recommend

I am putting a 7-8 because it really depends on the use case: When it comes of features and capabilities to design complex with the out-of-the-box tools I would give maybe a a 6, because I see know it is improving a lot and fast, and really with not too much code, really good things can be done, however, if asked by somebody that really needs simplicity of design, deployment and management for not too complicated situation I will give it a 9-10 because ZCC really shines in those situations: Easy to design Contact Flows, Easy to Deploy Chat interfaces, easy to integration with existing third ChatBot solutions, easy to handle multi-language Queues, Prompts, simple Licensing Scheme, etc.

Zoom Contact Center for Internal Service Desk

Overall Satisfaction with Zoom Contact Center