TrustRadius

CSG Xponent vs. Zoom Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CSG Xponent
Score 0.0 out of 10
N/A
CSG Xponent is a cloud engagement solution that combines a customer data platform, customer journey orchestration and analytics, and omnichannel communications in one solution. With Xponent, companies deliver personalized, predictive and proactive customer interactions to improve business outcomes, quicken time to value and reduce risk.N/A
Zoom Contact Center
Score 8.2 out of 10
N/A
Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.
$69
per month per user
Pricing
CSG XponentZoom Contact Center
Editions & Modules
No answers on this topic
Essentials
$69
per month per user
Premium
$99
per month per user
Elite
$149
per month per user
Offerings
Pricing Offerings
CSG XponentZoom Contact Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details——
More Pricing Information
Features
CSG XponentZoom Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
CSG Xponent
-
Ratings
Zoom Contact Center
7.5
Ratings
10% below category average
Agent dashboard00 Ratings7.70 Ratings
Validate callers00 Ratings7.10 Ratings
Outbound response00 Ratings7.80 Ratings
Call forwarding00 Ratings7.00 Ratings
Click-to-call (CTC)00 Ratings7.90 Ratings
Warm transfer00 Ratings8.40 Ratings
Predictive dialing00 Ratings7.40 Ratings
Interactive voice response00 Ratings8.30 Ratings
REST APIs00 Ratings6.90 Ratings
Call scripts00 Ratings7.20 Ratings
Call tracking00 Ratings7.30 Ratings
Multichannel integration00 Ratings8.20 Ratings
CRM software integration00 Ratings6.80 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
CSG Xponent
-
Ratings
Zoom Contact Center
7.8
Ratings
5% below category average
Inbound call routing00 Ratings8.50 Ratings
Omnichannel inbound routing00 Ratings7.90 Ratings
Recording00 Ratings8.60 Ratings
Quality management00 Ratings8.00 Ratings
Call analytics00 Ratings7.50 Ratings
Historical reporting00 Ratings7.30 Ratings
Live reporting00 Ratings7.30 Ratings
Customer surveys00 Ratings8.20 Ratings
Customer interaction analytics00 Ratings7.00 Ratings
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CSG XponentZoom Contact Center
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User Ratings
CSG XponentZoom Contact Center
Likelihood to Recommend
-
(0 ratings)
8.0
(0 ratings)
User Testimonials
CSG XponentZoom Contact Center
Likelihood to Recommend
No answers on this topic
Perfect for companies that have agents all over the place, e.g., different offices or WFH. Also good for companies that aren't big enough to have a "phone guy" as this platform allows IT to do the phone work as it doesn't require esoteric knowledge like other phone systems.
Verified User
Anonymous
Read full review
Pros
No answers on this topic
  • Customer service - Whether for sales, setup, or technical assistant, their team is always patient, informed, and helpful.
  • Cutting Edge - Every month there are a plethora of new or enhanced features that are well thought, tested, and ready for implementing.
  • Stability - Our uptime is important to our clients. As a 24/7 365 day/year contact center, having confidence that Zoom's systems are up and running means our clients have trust in our abilities to service their calls.
SL
Stephen Lewis
Contact Center Administrator
Read full review
Cons
No answers on this topic
  • The Teams dashboard for monitoring agents needs some customization options.
  • Friendly names, I would like to be able to name a number and when it rings you can see the name of the number.
  • Point flows at flows would be nice, instead of flows to queues only.
Verified User
Anonymous
Read full review
Usability
No answers on this topic
First and foremost for our results, the omnichannel approach and ease of use on the internal side (agents, supervisors and administrators) have made adoption very simple, we have managed to reduce response times (SLA) and internal communication has become very fluid. We get good feedback from our clients for having implemented ZCC in the company to serve them.
WU
Wenceslao Unzueta
Consultor Sr.
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Alternatives Considered
No answers on this topic
Microsoft Teams was very difficult. Many third-party providers didn't understand the integration and capabilities of the systems. The Teams app is very clunky, and you can get very different capabilities and compatibility when using it between Mac and PC environments. Zoom had a local team that could help with the transition directly, which is very valuable
Brock Taffe | TrustRadius Reviewer
Brock Taffe
Head of Operations & Events
Read full review
Return on Investment
No answers on this topic
  • Intuitive, Easier and almost effortless to maintain.
  • Lesser Operational Expenses that the alternative we also have
  • We wish it has a better integration with Zoom Phone, in terms of channels integration (Voice and Chat) to quick identify callers.
  • It is missing "modular" programming to "reuse" Existing Flows and call them from other flows then return to the main flow.
  • It is missing the capability to compartmentalizing different teams/groups related to reporting, admin, and global parameters.
Verified User
Anonymous
Read full review
ScreenShots

CSG Xponent Screenshots

Screenshot of CSG Xponent Journey Mapping Tool guides ideation and planning to strategize ideal experiences.Screenshot of CSG Xponent Decisioning Tool bridges the touchpoint gaps caused and ensures customers engagement is improved at every stage of the customer lifecycle using AI and business logic.Screenshot of CSG Xponent CDP capabilities brings customer information together into a single system to convert complexity into clear, simple, customer-centric actions.Screenshot of CSG Xponent Analytics capabilities track and report both historically and real-time insights, across connected channels.Screenshot of CSG Xponent Segmentation and Activation resources deliver real-time, custom rules driven data segmentation and attribute creation.

Zoom Contact Center Screenshots

Screenshot of the video-optimized CCaaSScreenshot of the Zoom Workspace video room experienceScreenshot of the analytics used to optimize contact center performance