Zoom Contact Center Reviews & Product Details

The dynamic call routing is awesome. ZCC integrates with our CRM and when a call comes in, ZCC searches for the phone number in our CRM. If no number is found, the caller is routed to our Client Development Team. If the number is found in a profile in our CRM, the call is routed directly to the rep that is assigned to that client. There were a few minor speed bumps getting everything set up to correctly route a call, but it works great now and the client experience is 100 times better. Review collected by and hosted on G2.com.

Although they are both owned by the same company, ZCC and traditional Zoom Phone are 2 completely different phone systems that don't talk to each other, or even play well together.

Also, texting is extremely clunky. Whenever a client texts a rep, as soon as the rep receives the text, ZCC automatically sends a reply to the client that says, "(Rep Name) has joined the chat." and there is no way to turn this auto reply off. This has caused issues because the auto-reply is sent even if the rep hasn't seen the incoming text yet. At times our reps have been on a phone call that lasts over an hour, and by the time they are able to reply to the text, the client is upset because they believe the rep saw their text and decided not to reply for awhile. Review collected by and hosted on G2.com.

I truly value the comprehensive nature of Zoom Contact Center. Its incredible IVR menu and call routing capabilities based on area codes or location are indispensable, streamlining how we direct calls to the right agents efficiently. I appreciate the seamless integration of all Zoom services under a unified platform, which enhances our operational flow by encompassing voice communication, the contact center, video conferencing, and chat functionality. The setup process was straightforward, thanks to a highly skilled professional services team from Zoom who supported us all the way through implementation, making it a great experience. Moreover, the new features, especially those driven by AI, add significant value by aiding agents in their call handling processes. Overall, Zoom Contact Center’s ability to provide insightful reporting on calls is a crucial functionality that helps our business operations. The benefit of having everything in one robust environment truly stands out, making it a major aspect of why I would continue to choose Zoom Contact Center. Review collected by and hosted on G2.com.

High Cost of licensing Review collected by and hosted on G2.com.

I believe we like that we have this available to our support team and can utilize AI expert assist. The tools and hub itself allow us to separate ZCC from Zoom Phone, yet seamlessly integrate them. It has truly been a game changer for our company and getting us in a true omnichannel system. Review collected by and hosted on G2.com.

Licensing. This is the biggest frustration we have. Even as an admin or Owner, unless you have a ZCC license, you either cant see management or are limited in what you can see- forcing you to pay for additional licenses that wont be used beyond administration. That in and of itself is a little bit frustration. Review collected by and hosted on G2.com.

We recently transitioned away from a different provider to Zoom's contact center platform. The transition was straightforward. The system was designed in a few weeks and was ready to go. Our agents enjoy the A.I. Companion features and over the few short weeks since the transition we've seen our average call times drop by about 1 minute. Review collected by and hosted on G2.com.

Zoom's automated email reporting could use some attention. You can subscribe to many reports each report subscription sends a lot of information. Some of this we don't need or is redundant. It would be nice to create a few custom reports and then set these up as subscriptions. Review collected by and hosted on G2.com.

I appreciate that Zoom Contact Center provides visibility into agent performance, allowing us to adjust and improve efficiency in our call queue assignments. This functionality has been instrumental in enabling us to handle more calls with fewer agents. Additionally, the agent and queue monitoring features stand out as particularly useful capabilities. I also found the setup process to be straightforward, even though we handled it independently. Review collected by and hosted on G2.com.

I find the integration between Zoom Contact Center and Zoom Phone inadequate, as it complicates call tracking and reporting by requiring calls to be routed back and forth between the systems, which is inefficient. The lack of responsive support from the Zoom team during setup was frustrating, as we needed immediate implementation but faced slow communication. Even with premium support, the advice from the experts was not very helpful, particularly in setting up call routing for our healthcare practice, which requires frequent shift changes. The system necessitates a tech-savvy individual to manually adjust call flows, which is not ideal. Overall, these issues make me reluctant to purchase or recommend Zoom Contact Center again. Review collected by and hosted on G2.com.

What I like most about the Zoom Contact Center is how simple and user-friendly it is to operate and manage. The interface is tidy and organized so agents to manage calls, chats, and customer interactions from one simple view. Review collected by and hosted on G2.com.

At times, the system experiences lag when there are a lot of users online, which can cause call transfers to take longer than I would expect. Review collected by and hosted on G2.com.

To be able to customize ZCC for our use case which is a Helpline. Although the initial implementation required us to have consultants, maintenance and modifications are fairly easy to make and explain. Review collected by and hosted on G2.com.

That sometimes when new settings appear, we're not updated about it. For example, the 'Occupied rule' in the user settings was not something we were updated about as administrators of ZCC. Review collected by and hosted on G2.com.

The customization ability is great. It lets the administrators really define how they want to setup contact center. It is an easy UI and takes minutes to setup. Customer support is easy to reach. Review collected by and hosted on G2.com.

There should be a feature request section. Review collected by and hosted on G2.com.

Using ZOOM contact center makes it a lot easier to contact clients rather than giving them quick phone calls. Review collected by and hosted on G2.com.

Zoom contact center was very difficult t set up. I am sure it is a lot easier if you pay extra to ZOOM to have them set it up Review collected by and hosted on G2.com.

e use Zoom for multiple purposes, including Conferences, Zoom Phone, and Zoom Rooms. Overall, we are very satisfied with its performance and reliability. Review collected by and hosted on G2.com.

we haven’t found anything to dislike about Zoom. Review collected by and hosted on G2.com.