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Zoom Contact Center description
Zoom Contact Center is a cloud-based call center solution that helps businesses manage customer interactions. Built on the familiar Zoom platform, it offers a range of features like intelligent call routing, virtual agents, and performance analytics. Zoom Contact Center aims to deliver a user-friendly system for businesses to provide efficient and personalized customer service.
Who is Zoom Contact Center best for
Zoom Contact Center is a user-friendly cloud-based call center solution built on the Zoom platform. Ideal for small to medium-sized businesses, it offers features like intelligent call routing, virtual agents, and performance analytics. Users praise its ease of use and seamless implementation, while some have noted areas for improvement in texting features and reporting customization.
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Best for small to medium-sized businesses.
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Suitable for a wide range of industries.
Zoom Contact Center features
| Supported Zoom Contact Center supports time-based routing, allowing calls to be routed based on time of day or day of the week. |
| Supported Zoom Contact Center supports various call routing options, including skills-based routing and IVR integration. |
| Supported Zoom Contact Center supports skill-based routing to connect customers with the right agents. |
| Supported Zoom Contact Center supports call analytics, including data on call volume, duration, and wait times. |
| Supported Zoom Contact Center supports performance reports, including metrics like number of calls and call duration. |
| Supported Zoom Contact Center supports managing call queues and prioritizing calls based on various factors. |
Zoom Contact Center reviews
We've summarised 27 Zoom Contact Center reviews (Zoom Contact Center G2 reviews) and summarised the main points below.
- Easy to use and navigate with an intuitive interface.
- Seamless transition and straightforward implementation experience.
- AI Companion features are helpful and effective.
- Improved call center functionality with features like AI and ticketing system integration.
- Provides a single platform for customer communications.
- Texting features need improvement, including the ability to zoom in on pictures.
- Automated email reporting needs customization options for more relevant information.
- Mobile app functionality is desired for answering calls and using text lines.
- Some users experience occasional glitches and connectivity issues.
- Outbound SMS automation is not available.
Zoom Contact Center alternatives
TalkdeskBetter fit for larger enterprises and a wider range of industries. Talkdesk is growing faster and offers more robust integrations with helpdesk solutions. Users appreciate Talkdesk's AI-powered features like "Co-pilot" and real-time dashboards but dislike the mobile app's limitations and occasional call issues. However, pricing sentiment is more negative.Read more
intalk.ioBetter for managing multi-channel customer interactions, including email and social media. Has significantly more momentum than Zoom Contact Center, based on website traffic and employee growth. Caters to similar company sizes.Read more
Dialpad Ai VoiceBetter fit for companies of all sizes. Offers AI-powered call transcription, summaries, and action items. Has broader industry applicability. Growing faster than Zoom Contact Center. Integrates with Google Workspace and Salesforce. Users love the AI features and integrations. However, users report inconsistent call quality and inaccurate transcriptions. Pricing generally considered negative.Read more
JustCallBetter for sales, support, and marketing teams. Wider industry applicability. Has more momentum. Integrates with more business tools. Offers SMS marketing and a mobile app.Read more
HubSpot Sales HubBetter for mid-sized businesses and a wider range of industries. Provides CRM integration and workflow automation. More positive feedback on ease of use. A Zoom Contact Center competitor and alternative.Read more
Yeastar P-Series PBX SystemBetter for small to medium businesses. Offers flexible deployment and integrations with Microsoft Teams and Zoho. Ease of use and positive customer service are highlighted.Read more
Zoom Contact Center FAQ
What is Zoom Contact Center and what does Zoom Contact Center do?
Zoom Contact Center is a cloud-based customer service solution built on the Zoom platform. It offers intelligent call routing, virtual agents, analytics, and a user-friendly interface for efficient and personalized customer interactions. It's ideal for businesses already using Zoom, seeking an integrated communication platform.
How does Zoom Contact Center integrate with other tools?
Zoom Contact Center integrates with other tools primarily through its existing Zoom platform. It leverages the familiar Zoom interface and integrates with other Zoom services, creating a unified communication experience. Further integration details are limited.
What the main competitors of Zoom Contact Center?
Top alternatives to Zoom Contact Center include Talkdesk, intalk.io, and Dialpad Ai Voice. These competitors offer similar features such as intelligent call routing, analytics, and integrations with other business tools. They are suitable for businesses seeking cloud-based contact center solutions.
Is Zoom Contact Center legit?
Yes, Zoom Contact Center is a legitimate cloud-based call center solution. It's built on the trusted Zoom platform, making it a safe and reliable option for businesses seeking enhanced customer service capabilities. It offers valuable features such as intelligent call routing and robust analytics.
How much does Zoom Contact Center cost?
Zoom Contact Center pricing is not publicly available. Contact Zoom sales for a customized quote based on your business needs. Consider factors like the number of agents and desired features when evaluating if the product is worth the cost.
Is Zoom Contact Center customer service good?
Customer reviews on Zoom Contact Center are generally positive, praising its ease of use, helpful support team, and robust features like AI and reporting tools. Some users mentioned minor issues, but these seem to have been resolved quickly. A few users desired more reporting customization.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.