Zoom Contact Center Reviews and Ratings

Use Cases and Deployment Scope

We utilize Zoom Contact Center to help direct multichannel inbound and outbound communications with and among our various support departments.

Likelihood to Recommend

Zoom Contact Center is really good at integrating multiple channel sources and destinations for support through this tool. Having the ability to answer inbound texts, emails, and chats from a single resource without having to pigeon hole a resource to a specific media is a huge benefit for our organization.

Use Cases and Deployment Scope

Zoom Contact Center is the primary communication channel with all our clients in the US, Latin America, and Spain.

We use web chat, WhatsApp Business, Meta Messenger, and video to onboard new resellers, handle new sales requests, provide product demonstrations, and follow-up inquiries on support tickets.

Zoom Contact Center helped us centralize our clients' external communication with the company, achieving greater efficiency and productivity when following up.

Today, we provide an excellent experience to our clients, thanks to Zoom Contact Center.

Likelihood to Recommend

YES<div>Education Clients.

Banking and Finance Clients.

Telemedicine Clients.

E-commerce

Retail

NO

Transnational clients with more than 10,000 employees and the need for various external integrations.</div>

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.

Likelihood to Recommend

The Contact Centre is fantastic for our festival environment; these systems are rarely accessible to an arts organisation without a significant premium. However, that's not the case with Zoom Contact Centre. It may be tricky initially if you don't have an IT Company to help you with the integration, but they have a great Professional Services Team (PSO) to guide you through the process. Be prepared for the transition to take a few months; I wouldn't recommend it if you need something set up today. Moving phone numbers from other Telcos takes time, and the PSO can provide a custom solution that takes time to develop.

Use Cases and Deployment Scope

Here at Topaz Services, we use Zoom Contact Center as our voice and web chat platform to service our hospitality clients. Since we have around seventy different hotels, we needed a platform that could help us mirror each property's individual brand and caller experience. For our contact center and administrative needs, we utilize over a hundred separate queues and flows.

Likelihood to Recommend

If you need a platform that is customizable, to be tailored to your needs, then it is great. If it is important to be able to be precise with how the call is handled, have multiple options for the call route and a wide range of reporting tools to track your efficiency then it is perfect.

I think the case where it would be less appropriate are only the times when you're looking for a very simple solution and are not concerned with having a product that is future-proof like Zoom is. If that is the case, you'd likely find that you wouldn't use most of the features.

Use Cases and Deployment Scope

Zoom Workplace is used for our phones, contact center, and chat. Zoom Workplace is used for all of these as they collectively get used easily together. We also use Zoom Workplace for our chat bot on our website. This flow has been revamped a few times to better use AI and make it easier for our customers to reach us through multiple channels.

Likelihood to Recommend

Zoom Workplace is used by everyone in the organization. This has been a good fit for our organization due to the ease of use and tools that are easy to navigate. Before Zoom Workplace we used multiple accessories for communication and after Zoom Workplace we use one channel and that works for everyone to reach each other.

Use Cases and Deployment Scope

We use Zoom Workplace as the phone system and for contact center for the customer service team. Mainly the contact center gives us the ability to see the interactions and the metrics later on. Gives us the ability to see where to improve our customer service and where we are doing good already. The flow aswell is good is more structured now then what we used before.

Likelihood to Recommend

If you have a large customer service team, use it, it's great. For smaller I think you can get away with different one as the price is more. Another thing you can have almost everything in one place so that's really good, like the email in there and you can do all the scheduling and stuff right from one app, making calls and so on.

Use Cases and Deployment Scope

We use Zoom Workplace as a contact center for an Orthopedic Group. Some of the problems we used to have involved patients not getting to who they needed to speak to, and now with Zoom, we have made specific queues that has been efficient in solving this issue that we had.

Likelihood to Recommend

Zoom Workplace have worked very well for us as an orthopedic group. Being in a call center who schedules appointments, it is imperative that we are able to seamlessly go back and listen to calls to ensure that we are providing the best service to our patients, and Zoom helps us do this.

Use Cases and Deployment Scope

Zoom Workplace is used as our internal meeting software, customer facing meetings, and contact center applicaiton. It is nice to have everything all in one, and we currently have about 50-100 users in our use case. We are mostly satisfied with it as our solution, as they are evolving with current market levels.

Likelihood to Recommend

We are a technology service based provider, so i feel it is a very good use case for us and should be good public knowlege. We have no major complaints, there's a lot of minor things that could be improved, but that's the same of any software. If you are a contact center, you'll be fine with Zoom Workplace.

Use Cases and Deployment Scope

We're a law firm and use it for everything from talking to clients to virtual depositions, etc. For safety reasons we probably won't see ourselves using it for anything related to our clients and cases, but we're exploring it for departmental meetings, interviews and marketing.

Likelihood to Recommend

Our company is quite disjointed when it comes to our communication methods, so I think Zoom Contact Center is a great solution for an all-in-one workspace - phone, email, meetings, docs, etc.

Use Cases and Deployment Scope

We leverage Zoom phone, chat, Contact Center (new) and FaxSIPit. This change allowed us to move away from our 20+yo on-prem phone system consolidating vendors and moving to SIP (VOIP) in lieu of T1 PRI's.

Likelihood to Recommend

Easy integration, good support from the integrator (CLD)