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

Overall Satisfaction with Zoom Contact Center

Use Cases and Deployment Scope

My company, a healthcare service provider, uses Zoom Contact Center as an extension to the Zoom integrations we have for our video conferencing and web conferencing capabilities. Zoom Contact Center is a great tool for us for when we need to connect with individuals in other organizations that are not integrated with Microsoft's tools.

Pros and Cons

Pros

Integration
Connectivity
Scalability

Cons

Teams integration
Cross Platform tool sets
Video and audio options without an account

Return on Investment

Positive ability to offer more options for our users
Con with an additional tool with licenses
Positive ability to more easily communicate with other organizations.

Usability

I am satisfied with what Zoom Contact Center offers to my organization. It allows us to expand our capabilities and offerings to both internal and external individuals. However, it does have a heavier barrier to integration to our other tools and therefore we use it less than we could if it wasn't as isolating itself.

Key Insights

Do you think Zoom Contact Center delivers good value for the price?

Not sure

Are you happy with Zoom Contact Center's feature set?

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?

I wasn't involved with the implementation phase

Would you buy Zoom Contact Center again?

Yes

Other Software Used

Microsoft 365, Zendesk Suite, ADP API Central

Likelihood to Recommend

I believe the Zoom Contact Center is great for an organization with Zoom as their primary communication platform and are looking to add the features of calling, omni platform, CX, etc. to that portfolio where it call all be unified. For those with existing other platforms with heavy integration into existing cross platform and service tools this may be more lift than reward.

Zoom Contact Center Feature Ratings

Comments

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Zoom Contact Center Review