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Zoom Contact Center

Score8.3 out of 10

28 Reviews and Ratings

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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 video-optimized CCaaS
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

Key Features

Learn about the best (and worst!) features Zoom Contact Center has to offer, as determined by TrustRadius' reviewers.
Based on 28 ratings of Zoom Contact Center's features
View all features

Top Performing Features

  • 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

Areas for Improvement

  • REST APIs

    Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

    Category average: 8.4

  • 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

  • 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

Reviews

What users are saying about Zoom Contact Center.
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Zoom Contact Center Review

Incentivized
Neftali Jimenez
IT Specialist Admin Assistant in Information Technology at Access Management (201-500 employees 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

Zoom - a journey of awesomeness..

Incentivized
Dan Robidoux
Manager, Service Desk in Information Technology at IT - Laurentian University (1001-5000 employees employees)

Use Cases and Deployment Scope

We use everything Zoom, - Zoom meeting, scheduler, room, phone, contact center etc. It has solved many issues that we have faced. As a educational institution we needed a way to consolidate systems and make them work better. Zoom has done that - from telephony, hybrid teaching, online meetings to live chat and AI. Zoom was able to help us in addressing older infrastructure issues to new developments

Pros

  • contact center for live chat
  • contact center for call center management ir service desk
  • Meetings are always good
  • rooms have developed into a powerful tool for us
  • schedular help us expand what we can do

Cons

  • continuous improvement is the name of the game -
  • the expansion of 3rd party connectivity - to ITSM for example

Return on Investment

  • we have improved collaboration
  • a bit of cost savings in the beginning as we consolidated older systems but expanded on what we can do
  • has unified many tools for us and is easier to support

Alternatives Considered

Microsoft Teams

Other Software Used

Atlassian Jira, Atlassian Confluence, Google Workspace for Education

Zoom Contact Center Works

Incentivized
Verified User
Director in Information Technology (51-200 employees 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

Zoom Contact Center has benefitted us greatly

Incentivized
Verified User
Administrative Assistant in Finance and Accounting (11-50 employees 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

Zoom Contact Center works but not the best

Incentivized
Verified User
Director in Customer Service (51-200 employees 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

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