Great product all around!
December 11, 2024

Great product all around!

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

Software Version

Enterprise

Modules Used

  • Zoom Phone
  • Zoom Rooms
  • Zoom Meetings & Chat
  • Zoom Team Chat
  • Contact Center

Overall Satisfaction with Zoom Workplace

Zoom Workplace plays a pivotal role in our organization by facilitating effective collaboration, especially within our CX operations.

Pros

  • With CX teams often spread across geographies, Zoom provides a unified platform to connect, ensuring cohesive and efficient teamwork.
  • By enabling direct interaction with customers through video, Zoom ensures quicker and more personalized resolutions, improving customer satisfaction.
  • The platform reduces delays and misunderstandings inherent in email or asynchronous methods, allowing for instant clarification and decision-making.

Cons

  • Provide deeper insights into meeting engagement, customer satisfaction during video calls, and team performance metrics directly in the platform.
  • Automatically suggest best times for cross-departmental meetings based on availability and priorities.
  • Customizable dashboards for CX team leaders to monitor operations at a glance.
  • Regular virtual meetings and brainstorming sessions allow real-time collaboration, ensuring that issues are resolved faster and with greater input from diverse perspectives.
  • Customer training sessions that once required on-site visits are now conducted virtually, reducing costs while maintaining or improving customer satisfaction.
  • Customers appreciate the visual and interactive support offered through Zoom versus traditional email or phone interactions.

Do you think Zoom Workplace delivers good value for the price?

Yes

Are you happy with Zoom Workplace's feature set?

Yes

Did Zoom Workplace live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Zoom Workplace go as expected?

I wasn't involved with the implementation phase

Would you buy Zoom Workplace again?

Yes

When a CX team needs to resolve high-stakes customer issues, Zoom provides a platform for face-to-face interactions. For example, a customer experiencing a significant product failure can discuss the issue directly with the support and technical teams, leveraging screen sharing or remote control to troubleshoot effectively. Zoom is ideal for hosting interactive training sessions for new customers. Using breakout rooms, CX teams can address smaller groups’ needs, while whiteboard features enable visual explanations of complex topics.



Zoom Workplace Feature Ratings

7.7
Hosted PBX
8
Multi-level Interactive Voice Response (IVR)
7
Directory of employee names
8
9.0
Answering rules
8
Call recording
9
Call park
10
Call screening
10
Message alerts
9
Business SMS/External Messaging
8
Voicemail Transcription
9
10.0
Mobile app for iOS
10
Mobile app for Android
10
9.5
High quality audio
9
High quality video
10
9.7
Calendar integration
10
Meeting initiation
9
Record meetings / events
10
9.0
Desktop sharing
9
10.0
Live chat
10
9.5
User authentication
9
Participant roles & permissions
10
9.8
Centralized communications management
10
Team messaging
10
Team document sharing
10
Call and meeting analytics
9

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