Sydney Film Festival dramatically cuts costs with Zoom Contact Center
March 18, 2025
Sydney Film Festival dramatically cuts costs with Zoom Contact Center
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Zoom Contact Center
Moving to Zoom Contact Center has been an absolute game changer; our primary goal was to reduce phone bills, and with Zoom Phone and Contact Centre, we achieved 81% cost savings during the festival’s core period. There are many different apps out there, but it is very valuable that our communication tools can be all-in-one.
Pros
- The dashboards are fantastic because we can see if an agent isn't logged in or if there are a lot of customers waiting in the queues—we've never had that visibility before. We didn't have data to look back and see if we had enough staff to support the load. That helps us so much, especially when we're budgeting for the next Festival.
- The callback function saved us during last year’s festival. We had a street-wide internet outage during one of our busiest periods. But, in the time it took to fix the issue, Zoom Contact Center lined up callbacks. It was all so smooth. We didn’t need to trawl through voicemails or miss any queries - we could return everyone’s call within 30 minutes.
- Integration with our Zoom Phone configuration provides a seamless experience when transferring calls to those not on the Contact Centre. We can do a Warm Transfer, too, so it's a very professional experience.
Cons
- The integration with Zoom Phone is still ongoing, so it initially required some tricky configuration and additional phone numbers, but that's no longer a requirement now.
- I would love a way to use physical handsets with the Contact Centre. Currently, it's all softphone integration on a PC or Mac. But it's a great experience and very similar to using Zoom Meetings, so there's minimal training for staff needed.
- The Admin Settings on the backend can be tricky to navigate. Still, you have much more customization and constant feature upgrades than I've ever seen with any other Contact Centre service.
- The main goal was to reduce the phone bills and, with Zoom Phone and Contact Centre, we achieved 81% cost savings during the festival’s core period.
- We could integrate with Zoom Meetings and Zoom Phone with the cost savings we achieved from migrating to Contact Centre. So, the value of the money we were spending was dramatically increased.
- Less training and resource development is needed with the Agents, as it can provide feedback during the calls on how their voices may be perceived by callers.
Microsoft Teams was very difficult. Many third-party providers didn't understand the integration and capabilities of the systems. The Teams app is very clunky, and you can get very different capabilities and compatibility when using it between Mac and PC environments. Zoom had a local team that could help with the transition directly, which is very valuable.
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
Comments
Please log in to join the conversation