Zoom Contact Center The Intelligent Platform that Transforms Your Customer Service
February 23, 2026

Zoom Contact Center The Intelligent Platform that Transforms Your Customer Service

David Romero | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Zoom Contact Center

Well, we use Zoom Contact Center as a communication line for both our partners and new clients to reach [...]. Based on the needs of the customer, we route them to the appropriate queue.


We also offer an entry method via WhatsApp, which facilitates communication through this widely used and easily accessible messaging platform.


All of this is integrated into our website: [...]

Pros

  • An IVR with advanced PBX features,
  • WFM and QM integrations
  • within the same Zoom Workplace application.

Cons

  • Outbound campaigns via WhatsApp
  • integration widgets for intelligent agents such as ChatGPT
  • interaction icons indicating the source of the customer engagement.
  • Lower Total Cost of Ownership (TCO)
  • Faster Deployment and Time to Value
  • Improved Customer Experience (CX)
Zoom Contact Center is cloud-native, with drag-and-drop Flow Designer and built-in channels (voice, chat, video).


Organizations go live faster, especially compared to legacy on-prem solutions.
  • Five9
The implementation is very simple. It also offers a professional IVR and many configuration options that can be easily enabled or disabled, along with real-time analytics.

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 Contact Center integrates natively into the Zoom ecosystem, enabling agents to switch between meetings, internal calls, and customer interactions without leaving the app.

Zoom Contact Center Feature Ratings

8.9
Agent dashboard
10
Validate callers
10
Outbound response
5
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
REST APIs
10
Call scripts
6
Call tracking
6
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
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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