Zoom Contact Center

Score8.2 out of 10

28 Reviews and Ratings

What is Zoom Contact Center?

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.

Categories & Use Cases

Media

Screenshot of the Zoom Workspace video room experience

Screenshot of the analytics used to optimize contact center performance

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Screenshot of the video-optimized CCaaS

Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9
Inbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.7
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9

Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.5
REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.4
CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 7.6

Most Frequent Users

Top 3 industries using Zoom Contact Center.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Information

17.5%

68 installations of 389

#2 most frequent

Professional, Scientific, and Technical Services

16.5%

64 installations of 389

#3 most frequent

Finance and Insurance

14.4%

56 installations of 389

Pros

Centralizes client communications across multiple channels like web chat, WhatsApp, and video.
Provides strong reporting and dashboards for monitoring agent activity and customer queues (4 of 8 reviews).
Offers seamless integration with Zoom Phone and CRM platforms (3 of 8 reviews).

Cons

Administrative interface can be difficult to navigate (2 of 8 reviews).
Integration with existing phone systems, contact center solutions, and Salesforce needs improvement (2 of 8 reviews).

Neftali Jimenez

IT Specialist Admin Assistant in Information Technology at Access Management (201-500 employees)

Use Cases and Deployment Scope

We use Zoom Contact Center as a contact center and also as our primary call system.

Pros

Call quality is great
Accessibility
Scaling

Cons

Difference between call queues, and contact center
Texting is a little clunky at times

Return on Investment

Improved collaboration for our IT department
Meetings are easier and quicker w/ zoom
Excellent call quality
Not the best to trouble shoot / remote in to help.

Other Software Used

Caliber, Microsoft Teams, Microsoft 365, Adobe Acrobat, Google Chrome

Verified User

Director in Information Technology (51-200 employees)

Use Cases and Deployment Scope

Zoom Contact Center is used as a unified communications platform within the organization. We leverage the phone, the contact center, audio/video conferencing, and Zoom rooms for managing and running meetings.

Pros

Contact Center / AI assistance
Customer support using Video Chat
Live Learning
Conference Calls using Zoom Rooms

Cons

The one feature that I believe is missing with Zoom Contact Center is features like True Caller to stop calls or group calls by display name, and the ability to block using the display name and not just individual numbers.

Return on Investment

Zoom has improved our customer service by offering various means of connecting our customers to staff.
Customers enjoy the callback feature, with a guaranteed response time.
Average time spent on calls is lower due to AI assistance for techs to assist customers.

Alternatives Considered

RingCentral Contact Center and 8x8 Contact Center

Other Software Used

iMIS, Microsoft Dynamics GP

Verified User

Administrative Assistant in Finance and Accounting (11-50 employees)

Use Cases and Deployment Scope

Zoom Contact Center make it easier to connect with colleagues. With its integration with saleforce it helps by automatically logging call with clients so we can keep track and add detailed notes. Using contact Centre is an easy way to remind clients of outstanding paper work or of upcoming meetings. Having one centralized app is very helpful.

Pros

Phone system
Contact Centre
Sales force integration

Cons

We experience crashing phone calls occasionally
contact centre was a difficult set up
Sometimes setting change or update without notification

Return on Investment

Makes it easier to communicate with clients
Youre able to work from anywhere
AI takes notes in meetings so you dont have to

Other Software Used

CoPilot

Verified User

Director in Customer Service (51-200 employees)

Use Cases and Deployment Scope

We use for our entire company and also use contact center. Zoom Contact Center is typically used for video conferencing with external attendees versus Teams internally. The application solves the issue of needing a company phone system that works on VOIP for the best flexibility and portability. Zoom is also capable of recording meetings and providing a transcript of the meeting.

Pros

Video conferencing
Easy to setup
Easy to administrate

Cons

Contact center not fully integrated with workplace
No integrations with Hubspot
Too many things to log into.

Return on Investment

Cost savings
Time savings - easy to setup/administrate
Decent tool for external video calls.

Alternatives Considered

Five9 and RingCentral Contact Center

Other Software Used

Microsoft Teams, HubSpot Service Hub

Brock Taffe View profile

Head of Operations & Events in Professional Services at The Sydney Film Festival (51-200 employees)

Use Cases and Deployment Scope

Moving to Zoom Contact Center has been an absolute game changer; our primary goal was to reduce phone bills, and with Zoom Phone and Contact Centre, we achieved 81% cost savings during the festival’s core period. There are many different apps out there, but it is very valuable that our communication tools can be all-in-one.

Pros

The dashboards are fantastic because we can see if an agent isn't logged in or if there are a lot of customers waiting in the queues—we've never had that visibility before. We didn't have data to look back and see if we had enough staff to support the load. That helps us so much, especially when we're budgeting for the next Festival.
The callback function saved us during last year’s festival. We had a street-wide internet outage during one of our busiest periods. But, in the time it took to fix the issue, Zoom Contact Center lined up callbacks. It was all so smooth. We didn’t need to trawl through voicemails or miss any queries - we could return everyone’s call within 30 minutes.
Integration with our Zoom Phone configuration provides a seamless experience when transferring calls to those not on the Contact Centre. We can do a Warm Transfer, too, so it's a very professional experience.

Cons

The integration with Zoom Phone is still ongoing, so it initially required some tricky configuration and additional phone numbers, but that's no longer a requirement now.
I would love a way to use physical handsets with the Contact Centre. Currently, it's all softphone integration on a PC or Mac. But it's a great experience and very similar to using Zoom Meetings, so there's minimal training for staff needed.
The Admin Settings on the backend can be tricky to navigate. Still, you have much more customization and constant feature upgrades than I've ever seen with any other Contact Centre service.

Return on Investment

The main goal was to reduce the phone bills and, with Zoom Phone and Contact Centre, we achieved 81% cost savings during the festival’s core period.
We could integrate with Zoom Meetings and Zoom Phone with the cost savings we achieved from migrating to Contact Centre. So, the value of the money we were spending was dramatically increased.
Less training and resource development is needed with the Agents, as it can provide feedback during the calls on how their voices may be perceived by callers.

Usability

Alternatives Considered

Microsoft Teams

Other Software Used

Slack, Asana, Dropbox Business

8x8 Contact Center

Genesys Cloud CX

Google Cloud Contact Center AI

Zoom Contact Center

What is Zoom Contact Center?

Categories & Use Cases

Media