27 Zoom Contact Center Reviews
Overall Review Sentiment for Zoom Contact Center
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I find Zoom Contact Center the most helpful by helping our team keep everything in one place. The Active Engagements page is useful when we are busy; it lets our managers know when they need others to turn their status to Ready. It helps when our team works remotely; they can still answer their ACD queues. Review collected by and hosted on G2.com.
The one complaint we get about the Zoom Contact Center is that it only works on the Zoom Application on your computer. Our employees would like if they could answer their ACD calls on their cell phones, which makes it easier if you walk away from the desk but do not want to take your computer with you everywhere. Review collected by and hosted on G2.com.
The software is very easy to use and does not take long to learn. The functions on both the admin side and user side are intuitive and easy to follow. The reliability of the service has been excellent. Review collected by and hosted on G2.com.
There are still some features that are not available but zoom is actively working on them to be added. There are times the app will not work unless you update to the most current version. Review collected by and hosted on G2.com.
The ability to jump into a Zoom meeting from a chat is a great feature. The implementation team of Koi and Monroe were very good. Ted Mead is excellent to work with. Even after we signed up, he has made himself available to troubleshoot and to answer questions. Review collected by and hosted on G2.com.
Training did not cover the web chat tool at all. Training was not equipped to focus on our needs. Also, if the auto answer is selected, and the agent steps away from the chat, the customer just sits and waits indefinitely. This needs to be fixed. If the agent does not respond after a specific time, the ticket should auto close or move to the next agent. Review collected by and hosted on G2.com.
A complex technical solution presented to Agents and Adminstrators is a very simple and easy to use interface that is familiar to what they have been using since prior to Covid. Review collected by and hosted on G2.com.
Because of Covid and the enormous use of Zoom Meetings, a lot of people have the perception that Zoom isn't a strong option in the this space. Can be hard to change perceptions but is achievable when they see what the solution can do. Review collected by and hosted on G2.com.
Zoom Contact Center is super easy to create voice, video, and chat workflows using the "flow" tab. The text-to-speech is easy to make say what is needed and updating the flows or reverting to previous versions is very intuitive. While Zoom was happy and available to help, our organization needed little help because of this. Additionally, Zoom Contact Center is always being updated with useful features and the documentation that comes along with it keeps the system easy to manage and learn. Review collected by and hosted on G2.com.
The built in reports are helpful but it would be a great feature to be able to generate custom reports using the underlying data or at least have an easy way to report on the data from a data visualization software. Review collected by and hosted on G2.com.
Connecting and delivering our services to customer has never been more easy. ZCC offer reliable and diverse features which enable us to deliver the best experience of virtual customer service to our customer and of course agents as well. integrating ZCC and our existing systems was at a push of a button with ZCC Flows Design features and Zoom's Team Support. Review collected by and hosted on G2.com.
-We need an official site to submit ticket where the response comes not from community but from zoom official teams.
-ZCC doesn't have servers in our country.
-There is still some issues we're experiencing from a network perspective.
-There is a lot of useful features in ZCC, unfortunately we as a clients hasn't really understand about all the features and its potential to use in our business. Review collected by and hosted on G2.com.
The ability to see information quickly and easily for metrics and monitoring. Ease of setup and use of the system for queue and administration. There is minimal training and understanding of the product for the end user. Review collected by and hosted on G2.com.
There are only a few quirks about the software that have some issues. This mostly has to do with how answer and end-call information looks like on the app when it pops up. The call and answer buttons are swapped between the different screens. I believe this is something they are working on changing. Review collected by and hosted on G2.com.
easy to see the data on numbers and easy to answer calls, take text messages, and I like that I can have a second phone number through zoom. It never drops calls as long as you have internet as well Review collected by and hosted on G2.com.
It would be really great to be able to run contact center off of an app on your phone, especially with the text line so you can be more mobile not tied to your computer to answer a message. Review collected by and hosted on G2.com.
It was nice to have everything in one spot. The web version was easy to switch between the personal number and contact center. Review collected by and hosted on G2.com.
The texting feature needs some work. It would be nice to be able to zoom in on pictures that get sent in. Review collected by and hosted on G2.com.
