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Zoom Contact Center
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4.5 out of 5 stars
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Zoom Contact Center Reviews & Product Details - Page 3

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Zoom Contact Center Overview

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What is Zoom Contact Center?

Zoom Contact Center is a complete Contact Center as a Service (CCaaS) offering built directly on Zoom’s powerful unified communications platform to help businesses of all sizes better support and connect with their customers. Zoom’s CX platform features intelligent multi-channel routing, an AI-powered virtual agent, no-code IVR and bot flows, workforce engagement management, powerful analytics, pre-built integrations, and much more - all designed into our familiar, easy-to-use Zoom app. With Zoom, businesses deliver fast, efficient, and highly personalized customer experiences, improved agent productivity, and better business results.

Zoom Contact Center Details
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Product Description

Zoom Contact Center is a complete Contact Center as a Service (CCaaS) offering built directly on Zoom’s powerful unified communications platform to help businesses of all sizes better support and connect with their customers. Zoom’s CX platform features intelligent multi-channel routing, an AI-powered virtual agent, no-code IVR and bot flows, workforce engagement management, powerful analytics, pre-built integrations, and much more - all designed into our familiar, easy-to-use Zoom app. With Zoom, businesses deliver fast, efficient, and highly personalized customer experiences, improved agent productivity, and better business results.

Seller Details
Seller
Zoom
Company Website
Year Founded
2011
HQ Location
San Jose, CA
Twitter
@zoom
1,061,453 Twitter followers
LinkedIn® Page
www.linkedin.com
11,191 employees on LinkedIn®
Description

Zoom is an all-in-one intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic for businesses and individuals, with Zoom AI Companion capabilities woven throughout. Zoom technology puts people at the center, enabling meaningful connections, facilitating modern collaboration, and driving human innovation through solutions like Team Chat, Phone, Meetings, omnichannel cloud Contact Center, AI Companion, Whiteboard, and more, in one offering.

Camille S.
CS
Overview Provided by:
Camille Shortridge
Customer Advocacy @ Zoom / Bilingual

Recent Zoom Contact Center Reviews

Verified User
U
Verified UserSmall-Business (50 or fewer emp.)
5.0 out of 5
"Zoom is fast and easy to use"
All converstaions can be read and responded to
Read more
JV
Jake V.Enterprise (> 1000 emp.)
5.0 out of 5
"Zoom Workplace is awesome"
we are mainly using the contact center feature and has improved our call center in a big way by adding features like AI and integration to our tick...
Read more
Verified User
A
Verified UserSmall-Business (50 or fewer emp.)
5.0 out of 5
"Easy Transition"
We recently transitioned away from a different provider to Zoom's contact center platform. The transition was straightforward. The system was desig...
Read more

Zoom Contact Center Pricing

Essentials
Starting at $69.00
1 Agent Per Month
Premium
Starting at $99.00
1 Agent Per Month
Elite
Starting at $149.00
1 Agent Per Month
See all 3 Zoom Contact Center pricing levels
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Zoom Contact Center Media

Zoom Contact Center Demo - Solve issues faster and more efficiently with a video-optimized CCaaS.
Provide high-touch personalized customer engagement with a rich video meeting experience. Agents can easily elevate a chat or voice interaction to a video call to improve the customer interaction. Use screen share, file share, and chat to solve queries quickly and efficiently.
Zoom Contact Center Demo - Redefine customer engagement with a unique video room experience.
Create personalized waiting room experiences that match your customer’s unique reason for calling. Allow your customers to begin to “self-serve” before the agent joins the call. Display customized media-rich content to inform, educate and inspire your customers.
Zoom Contact Center Demo - Gain insights to optimize your contact center performance.
Receive alerts of your KPIs with a comprehensive dashboard for real-time and historical reporting. Manage, monitor, and measure agent productivity and customer service levels. Monitor activity in real-time for your queues, agents, current interactions, active calls, duration, average hold time, a...
We get it—customers today want seamless service, personalized experiences, and quick solutions. Discover how Zoom Contact Center makes it simple to meet these demands while empowering agents and boosting business outcomes—all from the famil
Play Zoom Contact Center Video
We get it—customers today want seamless service, personalized experiences, and quick solutions. Discover how Zoom Contact Center makes it simple to meet these demands while empowering agents and boosting business outcomes—all from the famil
Vensure chose Zoom Contact Center and Zoom Virtual Agent to provide an omnichannel contact center solution (call, SMS, email, or chat) allowing the customer to pick their preferred channel for customer service.
Play Zoom Contact Center Video
Vensure chose Zoom Contact Center and Zoom Virtual Agent to provide an omnichannel contact center solution (call, SMS, email, or chat) allowing the customer to pick their preferred channel for customer service.
Zoom is the official unified communications platform for MLB™, powering their Replay Operations Center, MLB.tv™ fan experience, and even the MLB Draft™ with Zoom Meetings, Zoom Phone and Zoom Contact Center.
Play Zoom Contact Center Video
Zoom is the official unified communications platform for MLB™, powering their Replay Operations Center, MLB.tv™ fan experience, and even the MLB Draft™ with Zoom Meetings, Zoom Phone and Zoom Contact Center.
Learn how admins can create queues for different channel types and agent specializations in Zoom Contact Center to help ensure customers receive timely, targeted support.
Play Zoom Contact Center Video
Learn how admins can create queues for different channel types and agent specializations in Zoom Contact Center to help ensure customers receive timely, targeted support.
Answer a few questions to help the Zoom Contact Center community
Have you used Zoom Contact Center before?
Yes

27 Zoom Contact Center Reviews

4.5 out of 5
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27 Zoom Contact Center Reviews
4.5 out of 5
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4.5 out of 5
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Zoom Contact Center Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons

Overall Review Sentiment for Zoom Contact CenterQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
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Verified User in Machinery
UM
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
Incentivized Review
What do you like best about Zoom Contact Center?

It's easy to navigate, quick to go online and choose the correct qeues. The main screen analytics are easy to understand and provide an easy visual. Review collected by and hosted on G2.com.

What do you dislike about Zoom Contact Center?

Text lines sometimes double text, I'm not sure if it's only agent facing, or if double texts are actually sent to customer, but it would be great to clear up. Review collected by and hosted on G2.com.

What problems is Zoom Contact Center solving and how is that benefiting you?

Zoom desktop app dropped alot of the delay in phone calls we were experiencing before, which greatly improves diagnostic calls with customers. Review collected by and hosted on G2.com.

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Verified User in Farming
UF
Small-Business(50 or fewer emp.)
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Verified Current User
Review source: Organic
Incentivized Review
What do you like best about Zoom Contact Center?

Easy to use and navigate. I like how simply it is to find other people adn transfer calls. Also being able to go back and refernce old calls is awesome Review collected by and hosted on G2.com.

What do you dislike about Zoom Contact Center?

In the text chat function, the picture come in pretty small. It would be nice to be able to expand them so you can see them better. Review collected by and hosted on G2.com.

What problems is Zoom Contact Center solving and how is that benefiting you?

integrating the contact center with the Voice over IP phones Review collected by and hosted on G2.com.

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Verified User in Farming
UF
Small-Business(50 or fewer emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
Incentivized Review
What do you like best about Zoom Contact Center?

Simple, easy-to-understand, and intuitive UI. Review collected by and hosted on G2.com.

What do you dislike about Zoom Contact Center?

Cannot expand/zoom on photos sent on our dedicated support text line (personal text lines are ok). Review collected by and hosted on G2.com.

What problems is Zoom Contact Center solving and how is that benefiting you?

ZCC allows us to have a smoother connection between employees than our previous system. The text line has also reduced our call volume, even if it needs fine-tuning Review collected by and hosted on G2.com.

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Verified User in Farming
UF
Small-Business(50 or fewer emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
Incentivized Review
What do you like best about Zoom Contact Center?

Being able to listen to calls via recording. Review collected by and hosted on G2.com.

What do you dislike about Zoom Contact Center?

The metrics could use a little help the first time you see them, mainly the engagements page. Review collected by and hosted on G2.com.

What problems is Zoom Contact Center solving and how is that benefiting you?

Routing many calls to the most helpful person on the team. Cuts down on talk time for both customer and employee. Review collected by and hosted on G2.com.

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Verified User in Farming
UF
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: Organic
Incentivized Review
What do you like best about Zoom Contact Center?

It was pretty easy to use. It gives us the ability to do some in-depth analysis on calls coming in. Review collected by and hosted on G2.com.

What do you dislike about Zoom Contact Center?

There are a few minor things but overall was a good experience. Our team here has already communicated those to zoom and their team has been helpful. Review collected by and hosted on G2.com.

What problems is Zoom Contact Center solving and how is that benefiting you?

Gives us internet based phone system with the ability for high call volumes Review collected by and hosted on G2.com.

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Verified User in Farming
UF
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: Organic
Incentivized Review
What do you like best about Zoom Contact Center?

Ease of use for newer users and functionally sound as far as calls go Review collected by and hosted on G2.com.

What do you dislike about Zoom Contact Center?

Texts/images are not intuitive nor simple Review collected by and hosted on G2.com.

What problems is Zoom Contact Center solving and how is that benefiting you?

Directory of calls, prioritzation based on skills. Handles larger call volumes without issue. Review collected by and hosted on G2.com.

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Verified User in Legal Services
AL
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Seller invite
Incentivized Review
What do you like best about Zoom Contact Center?

I like the quality of the user interface. We have employees that aren't great with tech but they use zoom phone meetings and sms easily. The product is also very reliable. Review collected by and hosted on G2.com.

What do you dislike about Zoom Contact Center?

Right now the new contact center has some bugs but zoom is improving the new feature extremely fast. I think it will be where we need it to be soon. They also have some great support staff. Review collected by and hosted on G2.com.

What problems is Zoom Contact Center solving and how is that benefiting you?

We are working out some contact center issues but it has solved issues that other voip phone systems have. We have had connectivity issues in the past and app issues and we have not seen these with zoom. Review collected by and hosted on G2.com.

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Zoom Contact Center Categories on G2
Contact Center
Contact Center

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