Zoom Contact Center is a Solid Product
October 10, 2024

Zoom Contact Center is a Solid Product

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Business

Modules Used

  • Zoom Phone
  • Zoom Meetings & Chat
  • Zoom Rooms
  • Zoom AI Companion

Overall Satisfaction with Zoom Contact Center

We're a law firm and use it for everything from talking to clients to virtual depositions, etc. For safety reasons we probably won't see ourselves using it for anything related to our clients and cases, but we're exploring it for departmental meetings, interviews and marketing.

Pros

  • The integration of AI that essentially can take notes makes departmental meetings easier
  • We moved over from 8x8, and we see way less technical issues crop up for our users, so I'd say the quality is great

Cons

  • Since we have clients, when an employee leaves we need to assign their old number to a current employee for clients to reach, and we dislike the fact that when you assign that new number it overrides the original number as the user's caller ID
  • We aren't a huge fan of the fact that we can't search through our Contacts in the desktop version.
  • Zoom Contact Center's quality is far better than our previous phone system, so it's allowed for a lot more consistency in quality with our clients.
As the person in IT dealing with the day-to-day issues that come up, Zoom Contact Center is far superior to 8x8 Contact Center. When we had 8x8 we probably saw 10+ tickets (we were a company of about 115 employees) every day. Most of those times we would have to uninstall and reinstall the desktop app. Now with Zoom Workplace we hardly have any issues with the desktop client, and when we do it's due to user error or the application needs an update.

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?

No

Would you buy Zoom Contact Center again?

Yes

Our company is quite disjointed when it comes to our communication methods, so I think Zoom Contact Center is a great solution for an all-in-one workspace - phone, email, meetings, docs, etc.

Comments

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