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

Overall Satisfaction with Zoom Contact Center

Use Cases and Deployment Scope

We utilize Zoom Contact Center to help direct multichannel inbound and outbound communications with and among our various support departments.

Pros and Cons

Pros

Multichannel integration
Seamless transitions
Efficient transfers

Cons

Call flow setup
call flow changes
Escalation process

Return on Investment

Happier support staff
Faster response times across the board
Better cooperation among support staff

Zoom Contact Center's usability is very functional for what we need from a user support side as well as helping the integration among the various channels and mediums we are supporting and utilizing for support.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of Zoom Contact Center go as expected?

Yes

Would you buy Zoom Contact Center again?

Yes

Other Software Used

Zendesk Suite

Likelihood to Recommend

Zoom Contact Center is really good at integrating multiple channel sources and destinations for support through this tool. Having the ability to answer inbound texts, emails, and chats from a single resource without having to pigeon hole a resource to a specific media is a huge benefit for our organization.

Zoom Contact Center Feature Ratings

Evaluating Zoom Contact Center and Competitors

Products Replaced

Key Differentiators

Scalability
Integration with Other Systems
Ease of Use

Evaluation Lessons Learned

I would have tested more with the flow setup and change process

Comments

Please log in to join the conversation

Great with Multichannel Mediums