Deliver faster service, smarter insights, and better outcomes

Name: Zoom Contact Center
Rating: 4.5 (27 reviews)

AI-first CX that unifies your business, learns as it goes, and turns every interaction into a competitive edge.

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A cloud contact center built for the future of CX

Outpace customer expectations

Meet your customers on any channel and provide fast, accurate resolutions 24/7 with Zoom Virtual Agent.

Use AI to upskill and enhance support teams

Empower agents and supervisors with real-time AI assistance, easier scheduling, and coaching insights.

Speed up contact resolution and boost ROI

Increase customer and agent satisfaction by using AI to reduce after-call work, simplify queues, and decrease hold times.

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“Our members trust us with their most privileged information … With Zoom Contact Center, our supervisors have the ability to organize service representatives based on skills, so we can now route their inquiries directly to experts that are equipped to handle their unique needs.“

Chris Neal Senior Vice President Operations

“In addition to fulfilling the requirements of our current contact center environment, Zoom Contact Center offers a number of innovations that could prove useful down the road such as the ability to go from live chat to phone to video and vice versa.

Being able to easily transition between the omni-channel options seamlessly for both our clients and employees is going to be huge!”

Jason Niranjan Manager of Operations

Provide smart self-service with Zoom Virtual Agent

Improve first-contact resolution

Get it right the first time. Mimic your best agents to deliver personalized responses through CRM, knowledge base, and support system integrations.
Boost CSAT with a human-touch

Get your customer to the correct live agent by intelligently routing the interaction along with the conversation history at the point of escalation.
Drive faster outcomes

Free up agents for more complex problems by identifying interactions that can be handled automatically by your virtual agent.

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Meet your customers where they are

Provide the freedom of channel choice

Create a seamless experience no matter where customers engage: SMS, social, chat, voice, or video.
Tailor interactions to suit your customers

Simplify and add a personal touch to engagements by ensuring all channels look and feel like your brand.
Reduce frustration, capture the entire customer journey

Avoid repetitive conversations by giving agents summaries of the entire customer history across all channels.

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Boost agent morale, build customer loyalty

Reduce repetitive tasks and improve productivity with AI

Enjoy more efficiencies and reduce customer frustration by automating agent note-taking and post-interaction summaries.
Speed up knowledge access

Provide the right response in real time by giving agents access to your company’s records and data in one centralized knowledge base.
Empower agents with personalized coaching and schedule control

Give your team a sense of purpose and improve performance with scorecards, guided training, and shift bidding.

Deliver better business outcomes

Simplify operations with one platform

Lower costs and remove complexity by bringing together your communications and contact center on a single cloud platform.
Beat SLAs by deploying the right agents

Better predict call volumes and staffing through automated forecasting, scheduling, and intraday management.
Harness efficiencies with actionable insights

Be proactive, not reactive by accessing trending topics, CSAT, and the root cause of complaints.

Maximize ROI with apps and integrations

Streamline workflows and improve efficiency with ready-to-use apps and integrations for Zoom Contact Center.

Integrate with your preferred CRM

Connect Zoom Contact Center to leading CRMs like Salesforce, ServiceNow, Dynamics 365, and Zendesk to bring reliable voice, video, SMS, and chat capabilities into your preferred system of record.
Create a unified agent experience

Give your agents a 360-degree view of each customer and the ability to take critical actions like updating service tickets and collecting secure payments.
Optimize contact center operations

Get powerful insights about CX and agent performance across channels with apps like SuccessKPI, CallMiner, and CallCabinet.