Fin by Intercom vs. Zoom Contact Center

Zoom Contact Center

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Fin by Intercom	Score 8.5 out of 10	N/A	Fin is Intercom’s AI Agent for customer service, designed to deliver high-quality answers, even for complex queries. It works with any helpdesk, or it can be paired with Intercom’s next-generation Helpdesk to get the full Intercom Customer Service Suite.	$0.99 one-time fee per 1 resolution
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

Fin by Intercom

Zoom Contact Center

Editions & Modules

Fin with your current helpdesk: $0.99
one-time fee per 1 resolution
Copilot add-on: $35
per month per user
The Early Stage program: $65
per month (6 support seats)
Proactive Support Plus add-on: $99
per month
Fin with Intercom’s Helpdesk: from $39 + $0.99 per Fin resolution
per month per seat

Essentials: $69
per month per user
Premium: $99
per month per user
Elite: $149
per month per user

Offerings

Pricing Offerings
Fin by Intercom	Zoom Contact Center
Free Trial
Yes	No
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

No setup fee

Additional Details

Fin comes with a 90-day money-back guarantee. Here's how it works: Use Fin in at least 250 conversations within the first 90 days after trial. If you're not satisfied, you can request a refund of up to $1M. Refund requests must be submitted within 90 days of starting the subscription.

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More Pricing Information

Community Pulse
	Fin by Intercom	Zoom Contact Center
Considered Both Products	Fin by Intercom Verified User Anonymous Chose Fin by Intercom We're using another AI agent too. Fin AI is a little behind, as it needs to start learning from either testing or real conversations, so it can better advise users with accurate information - whereas the other AI agent is learning very fast and needs little to no adjustment of … Incentivized Helpful? SO Scott Olinger Application Support Analyst Chose Fin by Intercom I did not choose which platform our support teams used. But I did not like NetSuite because it sent out a lot of email updates and required the client to reply to the correct email in order to have everything tracked. ServiceNow was pretty similar. The reports in ServiceNow … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom HubSpot CRM, HubSpot Marketing Hub and Zendesk Suite Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom I used Zendesk briefly but found it difficult to navigate — I often couldn’t tell what was going on or how to simply reply to a ticket. In contrast, Intercom is much more intuitive and user-friendly. Its clean interface and support for multiple communication formats like … Incentivized Helpful? Lorrayne Soares Líder de Produtos Chose Fin by Intercom As explained previously, most of these platforms were focused on tickets, most reports only work with tickets, there is no way to postpone a service without turning it into a ticket, and since our response time target is a maximum of 2 minutes, these platforms were unable to … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Sprinklr Social, Zendesk Sunshine Conversations, Clarabridge (discontinued), Engagor (discontinued) and Qualtrics XM for Customer Frontlines Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Honestly, we haven't really looked at this, but we do use it for another team because a third-party works with it. Otherwise, I am extremely happy with Intercom and have not looked towards another software. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom It was a long debate before we switched from Crisp to Intercom, but we never regretted that decision. Intercom looks and looks sleeker, works smoother, and has the knowledge base feature, which was our main need to switch. The transition took very little time, so no bumps on … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Way better than all of them - especially the workflow tool which I don't think Help Scout or Crisp even had. Really easy to manage capacity too through snoozing conversations and customers receiving emails after a response. With HubSpot, there was no way for our users to return … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Dialpad Support, Talkdesk and SnapEngage Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom This is the first one we tried. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom My main concern at the moment is how the integration looks to the users and Intercom just looks modern and up-to-date. HubSpot is missing this. In the background it always comes down to how you organize your team and processes. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Odoo was, in my opinion, terrible - a jack of all trades and master of none, which is why all teams in the business moved away to bespoke software. Freshdesk - an easier and more organisable way of creating and managing tickets. Although Intercom now has tickets, we're still … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom At the moment, I only use Supademo to record screen tours. It is very intuitive, has a browser extension, and is perfect for recording the onboarding of new features. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Intercom as a tool is well suited to manage our key metrics with the help of its reports. We have evaluated a lot of tools but Intercom remains the best in terms of report. It helps us maintain OKR's for the support team and track whenever needed. FinAI also has the reporting … Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Personally I have not used any other platforms like Intercom and do not wish to search as of right now. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom The intercom is more intuitive and provides easier management and personalization of our conversations. It's been a while since I used Zendesk, so this might have changed, but Intercom provides a bigger catalog of functionality targeted to product marketing, such as emails, … Incentivized Helpful? Barry Pepper VP of Customer Experience Chose Fin by Intercom Noone has been able to standup to the level of service and product that Intercom gives us. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom To compete with Salesforce, the main point is the pricing. Intercom has a very different budget when it comes to start ups and up and coming companies, which helps. To compete with other platforms, Intercom has a more developed interface and a super completa arrange of tools, … Incentivized Helpful? Ray Zwankhuizen Product Manager Chose Fin by Intercom No idea, see above. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom Several factors as pricing, customisation, ease of use, popularity, user-friendly and the continuous online support as well improvements helped us make this choice. Onboarding new colleagues to Intercom does not even take one day, it is so efficient and intuitive. If the … Incentivized Helpful? Agne Caunt Head of Customer Success Chose Fin by Intercom Intercom is much more flexible and modern than Zendesk, UI is better. Zendesk is better at multiple brand experience and localisation. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom All tools that we used in the past, have a lot of problems on the chat app, our the syncing data between integrations, Intercom has too, but is very less than others. Incentivized Helpful? Samuel Linge Senior Sales Associate Chose Fin by Intercom Intercom has more polish. Incentivized Helpful? Verified User Anonymous Chose Fin by Intercom We used Aircall for many years and it was a great tool, however as we scaled down our phone support usage it became expensive and cumbersome. Intercom phones offered a cheaper solution that turned out to be more efficient for our team to use as well. Incentivized Helpful?	Zoom Contact Center WU Wenceslao Unzueta Consultor Sr. Chose Zoom Contact Center At my company we have worked with other Contact Center solutions, both for internal use and for distribution, and we have chosen Zoom Contact Center as the best of all for its ease of use, implementation time, and easy adoption. It offers a better experience for both our … Incentivized Helpful? Brock Taffe Head of Operations & Events Chose Zoom Contact Center 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 … Incentivized Helpful? SL Stephen Lewis Contact Center Administrator Chose Zoom Contact Center Without being too negative, I would say that Zoom shines in every area that Mitel left us lacking. The application itself is far and beyond more optimized for our systems. As the Contact Center Administrator, uptime and stability and call quality are my main priorities, and … Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Works for smaller customer service but if you want to see metrics and so on Zoom Workplace is the way. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Zoom Workplace is a lot easier to use than Talkdesk and is a lot less buggy. Incentivized Helpful? JB Joshua Brown Managing Director, Operations Chose Zoom Contact Center Intercom's call features are not yet available. Dialpad does currently seem superior, but we are locked in with Zoom Workplace at the moment. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center As the person in IT dealing with the day-to-day issues that come up, Zoom Contact Center is far superior to 8x8 Contact center. When we had 8x8 we probably saw 10+ tickets (we were a company of about 115 employees) every day. Most of those times we would have to uninstall and … Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center We liked RC but support in our virtual environment was not available. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Zoom Workplace's solution is much more streamlined, easier to use, easier to administrate, and easier to integrate than any of its competitors. Incentivized Helpful? JA Javier Acebo System Administrator Chose Zoom Contact Center Zoom has all the features Jive lack at the moment, example: Routing skills, better analytics and logs, being able to add conditions to the routing flows. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Ease of administration, use, and UI. Very dynamic platform designed by people who wanted to make something that made sense, unlike every other phone system out there that is a nightmare. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Ease of use and willingness to partner with us in gaining the most efficiency. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center It is a good product that fits our needs, we considered using the Contact Center despite the fact of still lacking important capabilities (we think it is till s in its "toddler" age) because we see how rapidly Zoom builds their products and add functionality to it, and because … Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Very briefly, Zoom Contact Center is light years ahead of all of the other telephony systems we've tried with a comparable price. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Talkdesk was an all-around lower-quality product. The app wasn't great, the customer service was lackluster, and the call quality was very often poor. Its reporting and live team dashboard were better than ZCC's Incentivized Helpful? Derrick Kelly VP Solutions Enablement Chose Zoom Contact Center There are options and ways to get to specific feature sets that are similar to what Zoom can offer. Many of the Zoom included features are add-ons for the RingCentral offering. So cost goes up and can also be an add-on difficulties/deployment costs as well. When we reviewed the … Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Genesys Cloud CX Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center When we did a head to head comparison between the two products we felt that Zoom stacked better in price, performance and ease of use. We did trial both products and determined that the users liked the Zoom interface better. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Setup and management is much easier compared to other applications. Making changes is all done from one place and not multiple. Changes can also be made and implemented very quickly. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center I looked at multiple options but Zoom stacked up on products. Everything in one place. Cost was also a factor. Incentivized Helpful? VG Vernon Gibson NetSuite Administrator Chose Zoom Contact Center In my opinion, Zoom Phone is far more user friendly and cost effective. I think Zoom Phone has superior user and administrator support. When you have issues, you have a person to talk to quickly. The administrative side of Zoom Phone is by far one of the best that I've every … Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center RingCentral Contact Center and 8x8 Contact Center Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Different application than the above but I don't find Zoom Contact Center's offering compelling and their support is poor. Incentivized Helpful? DR Dan Robidoux Manager, Service Desk Chose Zoom Contact Center Zoom Workplace gives us more tools than teams in relation to the education sector. More abilities in the classroom and for meetings in general Incentivized Helpful?

Features

Fin by Intercom

Zoom Contact Center

Contact Center Software

Comparison of Contact Center Software features of Product A and Product B
	Fin by Intercom - Ratings	Zoom Contact Center 7.5 Ratings 10% below category average
Agent dashboard	00 Ratings	7.70 Ratings
Validate callers	00 Ratings	7.10 Ratings
Outbound response	00 Ratings	7.80 Ratings
Call forwarding	00 Ratings	7.00 Ratings
Click-to-call (CTC)	00 Ratings	7.90 Ratings
Warm transfer	00 Ratings	8.40 Ratings
Predictive dialing	00 Ratings	7.40 Ratings
Interactive voice response	00 Ratings	8.30 Ratings
REST APIs	00 Ratings	6.90 Ratings
Call scripts	00 Ratings	7.20 Ratings
Call tracking	00 Ratings	7.30 Ratings
Multichannel integration	00 Ratings	8.20 Ratings
CRM software integration	00 Ratings	6.80 Ratings

Workforce Optimization (WFO)

Comparison of Workforce Optimization (WFO) features of Product A and Product B
	Fin by Intercom - Ratings	Zoom Contact Center 7.8 Ratings 5% below category average
Inbound call routing	00 Ratings	8.50 Ratings
Omnichannel inbound routing	00 Ratings	7.90 Ratings
Recording	00 Ratings	8.60 Ratings
Quality management	00 Ratings	8.00 Ratings
Call analytics	00 Ratings	7.50 Ratings
Historical reporting	00 Ratings	7.30 Ratings
Live reporting	00 Ratings	7.30 Ratings
Customer surveys	00 Ratings	8.20 Ratings
Customer interaction analytics	00 Ratings	7.00 Ratings

Best Alternatives
	Fin by Intercom	Zoom Contact Center
Small Businesses	LocaliQ Score 9.0 out of 10	CloudTalk Score 7.2 out of 10
Medium-sized Companies	Piper the AI SDR by Qualified Score 9.2 out of 10	CloudTalk Score 7.2 out of 10
Enterprises	Conversica Score 9.9 out of 10	Google Cloud Contact Center AI Score 7.0 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Fin by Intercom	Zoom Contact Center
Likelihood to Recommend	8.3 (0 ratings)	8.0 (0 ratings)
Likelihood to Renew	10.0 (0 ratings)	- (0 ratings)
Usability	8.8 (0 ratings)	- (0 ratings)
Availability	9.1 (0 ratings)	- (0 ratings)
Performance	9.1 (0 ratings)	- (0 ratings)
Support Rating	5.7 (0 ratings)	- (0 ratings)
Online Training	7.4 (0 ratings)	- (0 ratings)
Implementation Rating	6.6 (0 ratings)	- (0 ratings)
Product Scalability	9.1 (0 ratings)	- (0 ratings)

User Testimonials
	Fin by Intercom	Zoom Contact Center
Likelihood to Recommend	While Fin is an awesome investment, the setup and tuning of responses to meet brand alignment and delivery have taken some time. If you prioritize not just resolution rate and accuracy, but style and delivery, it's a bigger lift. However, for the vast majority of businesses, the step and its impact on resource management are a worthy investment. Incentivized Verified User Anonymous Read full review	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	Great UI - everyone has their own inbox but can still see all incoming messages. Fin AI - we love the AI functionality, it saves tons of time of the team. Automated emails - we configured Intercom in a way that it uses a lot of information we have about our users (e.g. their subscription, date of upgrade, etc.) so that we can use it to automate communication. Incentivized Verified User Anonymous Read full review	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. Incentivized SL Stephen Lewis Contact Center Administrator Read full review
Cons	Some things are repetitive. Ex: If you provide guidance to ask a follow-up question, it'll ask that follow-up question each time. It'd be cool to have a "vibe" check for auto-sorting. Ex: We have responses to our outreach feed into Intercom. It'd be cool to have a way to auto-sort based on if they ask a detailed question or just a plain "interested" response. It'd be cool if Fin by Intercom flagged conversations, like it a customer seemed agitated, for the team to review. Incentivized Verified User Anonymous Read full review	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. Incentivized Verified User Anonymous Read full review
Likelihood to Renew	It's currently a perfect fit for our needs, and we are customer-focused and small. When we grow, we may need to re-evaluate, but our current team finds it easy. Reviewing conversations is simple and allows for great training. The canned replies make service fast and easy. Smart suggestions remove the need to re-write technical walkthroughs and explanations for our FAQ Incentivized Ariana Thompson Support Operations Read full review	No answers on this topic
Usability	It takes a bit of getting used to. It's easy to start off with simple pieces of answering queries, etc. The real part is when one tries to use workflows with triggers and automation. Then, it can be a whole different experience. I would love to see it being much simpler in terms of usability there. Incentivized Verified User Anonymous Read full review	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. Incentivized WU Wenceslao Unzueta Consultor Sr. Read full review
Reliability and Availability	always there Incentivized Verified User Anonymous Read full review	No answers on this topic
Performance	works perfect Incentivized Verified User Anonymous Read full review	No answers on this topic
Support Rating	Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them. Incentivized LW Lukas Washack Operations Manager Read full review	No answers on this topic
Online Training	Easy to know the learning path Incentivized Verified User Anonymous Read full review	No answers on this topic
Implementation Rating	The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom. Incentivized Verified User Anonymous Read full review	No answers on this topic
Alternatives Considered	In my experience, what Intercom has done with Fin by Intercom is far more innovative and forward thinking than other tools I've used. It's intuitive, easy, and they are always releasing new things to make Fin by Intercom even more powerful. Incentivized Verified User Anonymous Read full review	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 Incentivized Brock Taffe Head of Operations & Events Read full review
Return on Investment	I like how I don't feel like I need to constantly be monitoring support, especially on weekends It's great that the user will get some response right away, I just need to hope that the response they do get is good enough if I'm awk Incentivized Verified User Anonymous Read full review	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	Fin by Intercom Screenshots	Zoom Contact Center Screenshots