Why Zoom is Our Contact Center's Trusted Solution
March 18, 2025

Why Zoom is Our Contact Center's Trusted Solution

Stephen Lewis | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Zoom Contact Center

Here at Topaz Services, we use Zoom Contact Center as our voice and web chat platform to service our hospitality clients. Since we have around seventy different hotels, we needed a platform that could help us mirror each property's individual brand and caller experience. For our contact center and administrative needs, we utilize over a hundred separate queues and flows.

Pros

  • Customer service - Whether for sales, setup, or technical assistant, their team is always patient, informed, and helpful.
  • Cutting Edge - Every month there are a plethora of new or enhanced features that are well thought, tested, and ready for implementing.
  • Stability - Our uptime is important to our clients. As a 24/7 365 day/year contact center, having confidence that Zoom's systems are up and running means our clients have trust in our abilities to service their calls.

Cons

  • We have some industry-specific needs that we need to do workarounds for, such as cherry-picking calls from normal queues.
  • The Zoom client itself is so robust with features that we don't have use for, so the ability to restrict more from the client application to our agents would be helpful.
  • Zoom Team chat integration with other chat platforms would be a huge improvement for us to be able to communicate with other clients who do not use Zoom.
  • Training - The familiarity that agents already have with the Zoom application means that our training time is a fraction of what it used to be. Also, the straightforward nature of the tools themselves make it pretty self-explanatory compared to phone systems we've used in the past.
  • Reporting - We use a broad range of reporting tools from the ones provided directly from Zoom, to webhooks, to the api, that allow us to provide data to our clients and adjust our agent scheduling as needed.
  • Web chat - Being on a platform that has a firm foundation and ever-expanding web chat channel, gives us a product to offer to hotels and expands our portfolio of services.
Usability is probably the biggest draw for our use of Zoom Contact Center. This extends to the admin side of setting up queues and flows to our needs, managing hundreds of inbound numbers, the ease in which we can incorporate our Google users into the Zoom side, and just day-day management of the contact center.
For our agents, they love the great call quality, the ease of use for chat channels, and just the stability of the Zoom application itself.
Without being too negative, I would say that Zoom shines in every area that Mitel left us lacking. The application itself is far and beyond more optimized for our systems. As the Contact Center Administrator, uptime and stability and call quality are my main priorities, and with Zoom I know that we're in a much better position to stay up and running for our clients.

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

If you need a platform that is customizable, to be tailored to your needs, then it is great. If it is important to be able to be precise with how the call is handled, have multiple options for the call route and a wide range of reporting tools to track your efficiency then it is perfect.
I think the case where it would be less appropriate are only the times when you're looking for a very simple solution and are not concerned with having a product that is future-proof like Zoom is. If that is the case, you'd likely find that you wouldn't use most of the features.

Zoom Contact Center Feature Ratings

8.5
Agent dashboard
8
Validate callers
8
Outbound response
7
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
8
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
8
8.0
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
7
Customer surveys
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of Zoom Contact Center

  1. Home
  2. Contact Center Software
  3. Zoom Contact Center Reviews
  4. User Review of Zoom Contact Center