Zoom Contact Center Pros and Cons

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.

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 ticketing system that we did not have before. Review collected by and hosted on G2.com.

It is more complex than other call centers so there is a bit of a learning curve but the training team was awesome. Review collected by and hosted on G2.com.

I quite appreciate how this Platform is ever evolving function-wise, changing with the times, reimagining workspace with next-generational frictionless technology. Its now empowered with AI Companion, Contact Center, Team Chat, Phone, Webinar, Events and much more. Its really a must-have business tool that is the present and future of work. Review collected by and hosted on G2.com.

It will have its occassional glitches when internet connections are weak. Which can be disruptive when timelines are tight. But thats quite the same with similar platforms. Its not an exceptional downside. Review collected by and hosted on G2.com.

All converstaions can be read and responded to Review collected by and hosted on G2.com.

evrything works fine nothing needs to be changed Review collected by and hosted on G2.com.

Zoom excels in its intuitive interface, enabling individuals from diverse backgrounds and varying technical proficiencies to effortlessly schedule, join, and engage in virtual meetings and events at the tap of a button. Review collected by and hosted on G2.com.

Concerns surrounding privacy and security, which have prompted scrutiny and led to efforts by the company to bolster safeguards and enhance transparency. Review collected by and hosted on G2.com.

Ease of use for new and experienced users Review collected by and hosted on G2.com.

Support misses the question asked or doesn't have an answer. Review collected by and hosted on G2.com.

Great functionality and adoptability on the phone and contact center side Review collected by and hosted on G2.com.

It would be nice to be able to automate outbound SMS Review collected by and hosted on G2.com.

I am the Intake Director for Michigan's largest law firm, Mike Morse Law Firm. Zoom Contact Center has changed the way we operate our call center and has increased efficiency and transparency for us. Calls are answered faster, call flows are better, and we can see agent's availablilty status at a glance. Reporting through Zoom Call Center is also a great improvement from what we previously had. It's so easy to do a deep dive into everything from call times to specific agent activity throughout the day and night. Review collected by and hosted on G2.com.

We had a few minor issues early on but they were quickly resolved by the fantastic team we work with at Zoom. No complaints now! Review collected by and hosted on G2.com.

Easy to use - conferencing and zoom phone in one app. Great plugins and integrations with Google Calendar. Up to date Apps. Easy Zoom Room administration and deployment (implementation). Review collected by and hosted on G2.com.

Costs can be expensive. Difficult to find Windows download package when running on MacOS. Review collected by and hosted on G2.com.

When looking into a new phone system for my Contact Center I wanted to find one that would fit every item on my list to maximize the efficiency of my contact center. When looking over Zoom Contact Center it fits every box for what a contact center needs. They may not have all of the products live yet but they are coming and will help to make sure I am staffed correctly and can provide the customer with an amazing experience. Review collected by and hosted on G2.com.

Well so far eveything is working the way it should. I think as Zoom adds more features and customization more communication as the changes to reporting and other products are pushed out customers are notified. Review collected by and hosted on G2.com.