Great product, Best Phone System out there, Underwhelming Support (thanks McKinsey)
March 28, 2024
Great product, Best Phone System out there, Underwhelming Support (thanks McKinsey)
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Zoom Contact Center
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.
- Mitel MiCollab and Cisco Webex Experience Management (discontinued)
Ease of administration, use, and UI. Very dynamic platform designed by people who wanted to make something that made sense, unlike every other phone system out there that is a nightmare.
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