Zoom Contact Center review

Zoom Contact Center is the hub of the Zoom CX product family and is aimed at teams that want every channel, including video, on one platform. The product page lists phone, video, email, chat, SMS and social media, AI routing to the best agent or expert, customer context that follows the conversation across channels, automatic masking of sensitive data during guided sessions, and an agentless voice dialer that plays IVR menus on outbound calls. Agents get help from AI Expert Assist during calls, chats and video sessions, and supervisors watch live queues on dashboards with AI alerts and smart break suggestions. Reporting can be joined with Zoom Phone, and customer data from CRM and ticketing tools can appear in the agent desktop. Virtual agent, workforce management and quality management are separate products. The pricing page returned an error from our location, so we could not confirm a USD price; ask Zoom for a quote before comparing it with the tools above.

Who it is for

Small businesses already on Zoom Workplace or Zoom Phone that want video support and AI agent assistance in the same ecosystem.

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• Phone, video, email, chat, SMS and social channels
• AI routing to the best agent or expert
• AI Expert Assist guidance during voice, chat and video
• Supervisor dashboards with AI alerts
• Agentless voice dialer with IVR menus

Strengths and weaknesses

• Strength: Video is a native support channel
• Strength: Shares reporting with Zoom Phone
• Strength: Add-ons for virtual agent, quality and workforce management
• Weakness: The pricing page did not load for us, so price is unverified
• Weakness: Add-ons such as workforce and quality management are separate products
• Weakness: More setup work than the phone-first tools

Key facts

• Channels: Phone, video, email, chat, SMS and social media
• Related products: Zoom Virtual Agent, AI Expert Assist, Workforce Management, Quality Management
• Price: USD check pending

Where it ranks

Zoom Contact Center is No. 9 in our Best Call Center Software for Small Business verdict.