More Human Experiences with Zoom Contact Center!
March 18, 2025

More Human Experiences with Zoom Contact Center!

Wenceslao Unzueta | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Overall Satisfaction with Zoom Contact Center

Zoom Contact Center is the primary communication channel with all our clients in the US, Latin America, and Spain.

We use web chat, WhatsApp Business, Meta Messenger, and video to onboard new resellers, handle new sales requests, provide product demonstrations, and follow-up inquiries on support tickets.

Zoom Contact Center helped us centralize our clients' external communication with the company, achieving greater efficiency and productivity when following up.

Today, we provide an excellent experience to our clients, thanks to Zoom Contact Center.

Pros

  • Centralize communication
  • Escalating from chat to native video
  • CRM´s integrations

Cons

  • Predictive dialing
  • More CRMs Integrations
  • 18% reduction in churn in our clients' accounts
  • 27% increase in upselling in our clients' accounts
  • Increase of 21 new clients since December 2024
First and foremost for our results, the omnichannel approach and ease of use on the internal side (agents, supervisors and administrators) have made adoption very simple, we have managed to reduce response times (SLA) and internal communication has become very fluid.

We get good feedback from our clients for having implemented ZCC in the company to serve them.
At my company we have worked with other Contact Center solutions, both for internal use and for distribution, and we have chosen Zoom Contact Center as the best of all for its ease of use, implementation time, and easy adoption.

It offers a better experience for both our customers and our internal collaborators.

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

Zoom Phone, Zoom Events & Webinars, Zoom Rooms, Asana, Dropbox
YES
Education Clients.
Banking and Finance Clients.
Telemedicine Clients.
E-commerce
Retail

NO
Transnational clients with more than 10,000 employees and the need for various external integrations.

Zoom Contact Center Feature Ratings

9.5
Agent dashboard
10
Validate callers
10
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
8
Interactive voice response
10
REST APIs
9
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
8
9.8
Inbound call routing
8
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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