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Omnichannel Contact Center

Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty.

Redefine your customer engagement with Zoom Contact Center

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    Intelligent self-service and routing

    Provide instant, accurate resolution 24/7 and reduce call volume with a conversational AI chatbot.

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    One experience for unified communications and contact center

    Easily reach back-office experts while engaging with customers.

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    Video optimized high-touch engagements

    Built-in video helps you solve issues faster with screen share, file share and chat.

Provide intelligent self-service with Zoom Virtual Agent

  • Boost your CSAT score

    Our chatbot AI accurately understands what your customers are asking, regardless of how it’s worded

  • Improve first-contact resolution

    Provide highly specific responses by integrating with your CRM, e-commerce systems, and all your company’s source of truth content

  • Drive faster resolution

    Seamless handoff with chat history so agents can efficiently take over where the AI chatbot left off

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The benefits of unified communications + contact center

According to Metrigy, 75% of business, CX, and IT leaders say having integrated user interfaces for call center and internal collaboration is a must have.

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One intuitive experience to connect with customers and colleagues

  • Empower agents with one app for customer engagement and real-time access to back-office experts

  • Improve responsiveness and remove the silos between your call center and the rest of your organization

  • Reduce cost and complexity with one easy-to-use administration portal for contact center and collaboration tools

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Solve issues faster and more efficiently with a video-optimized CCaaS

  • Drive customer loyalty

    Provide high-touch personalized customer engagement with a rich video meeting experience

  • Engage with your customers in new ways

    Agents can easily elevate a chat or voice interaction to a video call to improve the customer interaction

  • Improve agent experience

    Use screen share, file share, and chat to solve queries quickly and efficiently

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Redefine customer engagement with a unique video room experience

  • Personalize your customer journey

    Create personalized waiting room experiences that match your customer’s unique reason for calling

  • Create a more efficient customer engagement

    Allow your customers to begin to “self-serve” before the agent joins the call

  • Encourage new opportunities

    Display customized media-rich content to inform, educate and inspire your customers

Gain insights to optimize your contact center performance

  • Optimize contact center efficiency

    Receive alerts of your KPIs with a comprehensive dashboard for real-time and historical reporting

  • Improve customer satisfaction

    Manage, monitor, and measure agent productivity and customer service levels

  • Proactively make improvements

    Monitor activity in real-time for your queues, agents, current interactions, active calls, duration, average hold time, and more

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Cloud contact center software built for flexibility and efficiency

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    Build with ease using the visual IVR system

    Provision phone numbers and program a contact center flow in minutes using drag-and-drop modules in our no-code interactive voice response designer. Automate customer engagement with automatic speech recognition, recordings, and text to speech.


    Learn more about using the IVR system

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    Design your contact center for efficiency

    Create call routing profiles and assign them to your queues in the no-code IVR designer, to ensure your customers are routed to the most qualified set of agents, on the first try.


    Learn more about call routing rules

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    Measure and improve call center performance with analytics

    A comprehensive dashboard for real-time and historical reporting with built-in analytics, provide clear insights that help supervisors improve agent performance and customer engagement.


    Learn more about Contact Center analytics

Experience Zoom Contact Center

Connect with a Zoom expert today and experience the benefits of a cloud contact center solution.

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