# Upland InGenius vs Zoom Contact Center Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Upland InGenius excels in providing exceptional support, with users highlighting the "very friendly and engaged support team" that is always ready to assist. This level of support can be crucial for businesses that rely on timely help to resolve issues.
- **Users say** that Zoom Contact Center offers a user-friendly interface that simplifies the management of calls, chats, and customer interactions. Reviewers appreciate the "tidy and organized" layout, which helps agents navigate their tasks efficiently, making it a strong contender for teams looking for ease of use.
- **According to verified reviews** , Upland InGenius stands out for its quick implementation process, with users noting that the onboarding experience is intuitive and seamless. This can significantly reduce downtime and help teams get up and running faster compared to other solutions.
- **Reviewers mention** that Zoom Contact Center's dynamic call routing feature is a game-changer, as it integrates smoothly with CRM systems. This functionality allows for efficient call management, ensuring that customers are directed to the right team based on their needs, which enhances overall customer experience.
- **G2 reviewers highlight** that Upland InGenius provides valuable reporting tools that help businesses identify client pain points and track solutions effectively. This capability is particularly beneficial for organizations focused on continuous improvement and customer satisfaction.
- **Users express mixed feelings** about Zoom Contact Center's support quality, with some noting that while the platform is easy to use, the support could be more responsive compared to Upland InGenius. This difference may influence teams that prioritize having robust support readily available.



| | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 14 | 70 | 
| **Largest Market Segment** | Mid-Market (38.5% of reviews) | Mid-Market (46.3% of reviews) | 
| **Entry Level Price** | No pricing available | Starting at $69.00 1 Agent Per Month | 

---
## Top Pros & Cons

### Upland InGenius

Pros:
- Customer Support (1 reviews)
- Helpful (1 reviews)


### Zoom Contact Center

Pros:
- Ease of Use (31 reviews)
- Features (15 reviews)

Cons:
- Call Issues (10 reviews)
- Lack of Clarity (7 reviews)

---
## Ratings Comparison
| Rating | Upland InGenius | Zoom Contact Center | 
|---|---|---|
  | **Meets Requirements** | 8.7 (10 reviews) | 8.5 (61 reviews) | 
  | **Ease of Use** | 9.2 (11 reviews) | 8.7 (62 reviews) | 
  | **Ease of Setup** | 9.7 (5 reviews) | 8.0 (53 reviews) | 
  | **Ease of Admin** | 9.3 (5 reviews) | 8.4 (41 reviews) | 
  | **Quality of Support** | 9.6 (8 reviews) | 8.3 (61 reviews) | 
  | **Has the product been a good partner in doing business?** | 10.0 (5 reviews) | 8.8 (41 reviews) | 
  | **Product Direction (% positive)** | 8.8 (10 reviews) | 9.0 (60 reviews) | 

---
## Pricing

### Upland InGenius

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### Zoom Contact Center

#### Entry-Level Pricing

Plan: Essentials

Price: Starting at $69.00 1 Agent Per Month

Description: For IT help desk, inbound contact center, and core omnichannel contact center

Key Features:
-  AI Companion
-  Flow Editor + IVR
- Real-Time Transcription

[Browse all 3 editions](https://www.g2.com/products/zoom-contact-center/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Upland InGenius** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Administration

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Database Management ** | Not enough data | Not enough data | 
| **Data Workflows** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 

#### Knowledge Management

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Publishing Workflows** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 

#### Compliance

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Policies and Controls** | Not enough data | Not enough data | 
| **Data Governance** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 
| **Auditing** | Not enough data | Not enough data | 

#### Customer Support

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Intelligent Search** | Not enough data | Not enough data | 
| **Suggestions** | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | Not enough data | 

#### Data Security

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | Not enough data | 
| **Data Transport** | Not enough data | Not enough data | 
| **Access Management** | Not enough data | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | Not enough data | 

#### Administration

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Upland InGenius** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Quality Assurance

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Evaluation** | Not enough data | Not enough data | 
| **Calibration** | Not enough data | Not enough data | 
| **Reports** | Not enough data | Not enough data | 

#### Engagement

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Feedback** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 
| **Training** | Not enough data | Not enough data | 

#### Performance

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Upland InGenius** | 9.3/10 | 6 |
| **Zoom Contact Center** | 7.8/10 | 52 |

#### Channels

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Voice** | Not enough data | 8.9 (50 reviews) | 
| **Social** | Not enough data | 6.4 (35 reviews) | 
| **Web Chat** | Not enough data | 7.6 (40 reviews) | 
| **Mobile SMS** | Not enough data | 7.5 (39 reviews) | 
| **Email** | Not enough data | 6.5 (37 reviews) | 

#### Generative AI

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 7.7 (36 reviews) | 

#### Functions

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Session Routing** | Not enough data | 8.3 (44 reviews) | 
| **Session Queuing** | Not enough data | 8.8 (45 reviews) | 
| **Concurrent Calling** | Not enough data | 8.9 (40 reviews) | 
| **Speech Analytics** | Not enough data | 7.4 (37 reviews) | 
| **Auto Dialer** | Not enough data | 7.0 (33 reviews) | 
| **IVR** | Not enough data | 8.3 (40 reviews) | 
| **Inbound Screen Pop** | Not enough data | 7.8 (40 reviews) | 
| **Persistent Data** | Not enough data | 7.5 (42 reviews) | 

#### Agentic AI - Contact Center

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.4 (7 reviews) | 
| **Cross-system Integration** | Not enough data | 7.2 (9 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.1 (7 reviews) | 
| **Proactive Assistance** | Not enough data | 8.1 (8 reviews) | 

#### Administrative

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Session Summary Notes** | 9.3 (5 reviews) | 7.9 (39 reviews) | 
| **Administrator Access** | Not enough data | 9.0 (40 reviews) | 
| **Reporting & Dashboards** | Not enough data | 8.0 (47 reviews) | 
| **Session Recording** | Not enough data | 8.5 (43 reviews) | 
| **Agent Scheduling and Assignment** | Not enough data | 7.7 (37 reviews) | 

### ServiceNow Store Apps

| Product | Score | Reviews |
|---|---|---|
| **Upland InGenius** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### ServiceNow Apps

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **ServiceNow Integration** | Not enough data | Not enough data | 
| **Value** | Not enough data | Not enough data | 

#### Agentic AI - ServiceNow Store Apps

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Upland InGenius** | N/A | N/A |
| **Zoom Contact Center** | 7.3/10 | 9 |

#### Workforce Management

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Agent Availability** | Not enough data | 8.9 (6 reviews) | 
| **Skills Management** | Not enough data | 8.1 (6 reviews) | 
| **Shift Scheduling** | Not enough data | 7.5 (6 reviews) | 
| **Agent Self-Service** | Not enough data | 7.8 (6 reviews) | 
| **Mobile Access** | Not enough data | 4.2 (6 reviews) | 

#### Administration

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Automation** | Not enough data | 7.2 (6 reviews) | 
| **Performance Analysis** | Not enough data | 7.1 (7 reviews) | 
| **Dashboards** | Not enough data | 8.1 (9 reviews) | 
| **Forecasting** | Not enough data | 6.7 (5 reviews) | 
| **Intraday Management** | Not enough data | 7.3 (5 reviews) | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Upland InGenius** | N/A | N/A |
| **Zoom Contact Center** | 8.9/10 | 15 |

#### Platform

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Omnichannel** | Not enough data | 8.3 (11 reviews) | 
| **Mobile Access** | Not enough data | 7.9 (11 reviews) | 
| **Queue Management** | Not enough data | 8.9 (9 reviews) | 
| **Call Routing** | Not enough data | 9.4 (9 reviews) | 
| **Call Back** | Not enough data | 9.8 (9 reviews) | 
| **IVR** | Not enough data | 9.6 (9 reviews) | 
| **Automatic Call Distribution** | Not enough data | 9.8 (9 reviews) | 

#### Generative AI

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 8.3 (9 reviews) | 

#### Workforce Management

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Call Monitoring** | Not enough data | 8.3 (9 reviews) | 
| **Performance Evaluation** | Not enough data | 8.0 (9 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Call Recording** | Not enough data | 8.8 (8 reviews) | 
| **Reporting & Dashboards** | Not enough data | 9.2 (11 reviews) | 

### Outbound Call Tracking

| Product | Score | Reviews |
|---|---|---|
| **Upland InGenius** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Agentic AI - Outbound Call Tracking

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 

#### Calling

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Record Calls** | Not enough data | Not enough data | 
| **Generate Location** | Not enough data | Not enough data | 
| **Call Types** | Not enough data | Not enough data | 
| **Click-to-Call** | Not enough data | Not enough data | 
| **Auto Dialer** | Not enough data | Not enough data | 

#### Contacts

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Information Locater** | Not enough data | Not enough data | 
| **Record Prospect Data** | Not enough data | Not enough data | 

#### Insights

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Notes** | Not enough data | Not enough data | 
| **Daily Summary** | Not enough data | Not enough data | 
| **Automated Voicemails** | Not enough data | Not enough data | 
| **Automated Emails** | Not enough data | Not enough data | 
| **Sorts Prospects** | Not enough data | Not enough data | 
| **Automated Note Taking** | Not enough data | Not enough data | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **Upland InGenius** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Platform

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Customization ** | Not enough data | Not enough data | 
| **Integration APIs** | Not enough data | Not enough data | 
| **Internationalization** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 

#### Workforce Management Platform Features

| Feature | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Labor Forecasting** | Not enough data | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Time & Attendance Tracking** | Not enough data | Not enough data | 
| **Absence & Leave Management** | Not enough data | Not enough data | 
| **Skills Management** | Not enough data | Not enough data | 
| **Succession Planning** | Not enough data | Not enough data | 
| **Workforce Analytics** | Not enough data | Not enough data | 
| **Self-Service Capabilities** | Not enough data | Not enough data | 
| **Mobile Shift Scheduling** | Not enough data | Not enough data | 
| **Team Communication** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Upland InGenius (2):** [ServiceNow Marketplace Apps](https://www.g2.com/categories/servicenow-store-apps), [Outbound Call Tracking Software](https://www.g2.com/categories/outbound-call-tracking)

**Unique to Zoom Contact Center (5):** [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Workforce Management Software](https://www.g2.com/categories/workforce-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Upland InGenius | Zoom Contact Center | 
|---|---|---|
| **Small-Business** | 23.1% | 43.3% | 
| **Mid-Market** | 38.5% | 46.3% | 
| **Enterprise** | 38.5% | 10.4% | 

### By Industry

#### Upland InGenius

- **Consumer Services:** 15.4%
- **Non-Profit Organization Management:** 7.7%
- **Marketing and Advertising:** 7.7%
- **Logistics and Supply Chain:** 7.7%
- **Hospital & Health Care:** 7.7%
- **Higher Education:** 7.7%
- **Financial Services:** 7.7%
- **Consumer Goods:** 7.7%
- **Computer Software:** 7.7%
- **Civic & Social Organization:** 7.7%
- **Other:** 15.4%

#### Zoom Contact Center

- **Farming:** 14.3%
- **Financial Services:** 7.9%
- **Information Technology and Services:** 7.9%
- **Hospital & Health Care:** 6.3%
- **Higher Education:** 6.3%
- **Legal Services:** 6.3%
- **Insurance:** 4.8%
- **Transportation/Trucking/Railroad:** 4.8%
- **Accounting:** 4.8%
- **Medical Practice:** 3.2%
- **Other:** 33.3%

---
## Alternatives

### Alternatives to Upland InGenius

- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2535 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1624 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)
- [CTM](https://www.g2.com/products/ctm-ctm/reviews) — 4.5/5 stars (761 reviews)
- [Revenue.io](https://www.g2.com/products/revenue-io/reviews) — 4.7/5 stars (579 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [InsideSales](https://www.g2.com/products/insidesales/reviews) — 4.5/5 stars (618 reviews)

### Alternatives to Zoom Contact Center

- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2535 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [Dialpad Support](https://www.g2.com/products/dialpad-support/reviews) — 4.4/5 stars (706 reviews)
- [Nextiva](https://www.g2.com/products/nextiva/reviews) — 4.5/5 stars (3585 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews)

---
## Top Discussions

### Upland InGenius

No discussions available for this product.

### Zoom Contact Center

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/upland-software-upland-ingenius-vs-zoom-contact-center)