Zoom Contact Center

Zoom Contact Center

28 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Zoom Contact Center	Score8.2 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

Zoom Contact Center

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

Pricing Offerings
Zoom Contact Center
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No

No setup fee

—

Community Pulse
Key User Insights
	Zoom Contact Center
Considered Both Products	Zoom Wenceslao Unzueta Consultor Sr. in Sales at West Telco (Telecommunications, 51-200 employees) 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 in Professional Services at The Sydney Film Festival (Entertainment, 51-200 employees) 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? Stephen Lewis Contact Center Administrator in Information Technology at Topaz Services (Hospitality, 11-50 employees) 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 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 Chose Zoom Contact Center Zoom Workplace is a lot easier to use than Talkdesk and is a lot less buggy. Incentivized Helpful? Joshua Brown Managing Director, Operations in Corporate at Hostek (Telecommunications, 51-200 employees) 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 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 Chose Zoom Contact Center We liked RC but support in our virtual environment was not available. Incentivized Helpful? Verified User 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? Javier Acebo System Administrator in Information Technology at AD Mortgage (Financial Services, 201-500 employees) 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 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 Chose Zoom Contact Center Ease of use and willingness to partner with us in gaining the most efficiency. Incentivized Helpful? Verified User 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 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 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 in Research & Development at AVI-SPL (Information Technology & Services, 5001-10,000 employees) 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 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 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 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? Vernon Gibson NetSuite Administrator in Information Technology at Powertex Group (Marketing & Advertising, 51-200 employees) 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 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? Dan Robidoux Manager, Service Desk in Information Technology at IT - Laurentian University (Higher Education, 1001-5000 employees) 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?
	Would buy again
	No answers on this topic
	Delivers good value for the price
	No answers on this topic
	Happy with the feature set
	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic
	Implementation went as expected
No answers on this topic

Features

Zoom Contact Center

Comparison of Contact Center Software features of Zoom Contact Center
Feature	Zoom Contact Center 7.5 11 Ratings
Agent dashboard	7.711 Ratings
Validate callers	7.18 Ratings
Outbound response	7.88 Ratings
Call forwarding	7.07 Ratings
Click-to-call (CTC)	7.96 Ratings
Warm transfer	8.411 Ratings
Predictive dialing	7.46 Ratings
Interactive voice response	8.39 Ratings
REST APIs	6.97 Ratings
Call scripts	7.28 Ratings
Call tracking	7.311 Ratings
Multichannel integration	8.210 Ratings
CRM software integration	6.86 Ratings

Comparison of Workforce Optimization (WFO) features of Zoom Contact Center
Feature	Zoom Contact Center 7.8 10 Ratings
Inbound call routing	8.510 Ratings
Omnichannel inbound routing	7.98 Ratings
Recording	8.69 Ratings
Quality management	8.09 Ratings
Call analytics	7.510 Ratings
Historical reporting	7.310 Ratings
Live reporting	7.310 Ratings
Customer surveys	8.26 Ratings
Customer interaction analytics	7.07 Ratings

User Ratings
	Zoom Contact Center
Likelihood to Recommend	8.0 (19 ratings)