Zoom Contact Center Features

Administration (11)

Database Management: Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable.
Data Workflows: Operationalizes data delivery workflows to easily scale repeatable preparation needs
Issue Management: Provide workflows to create and escalate issues related to risks and requests
Integrations: Integrates with live chat, chatbots, help desk, or other customer service software
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Performance and Reliability: Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took
Automation: Automates some or all operation related tasks
Performance Analysis: Monitors call volume and quality to evaluate agent performance.
Dashboards: Has a centralized dashboard for users to interact with.
Forecasting: Forecasts scheduling needs based on historical data.
Intraday Management: Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

Policies and Controls: Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc.
Data Governance: Ensures user access management, data lineage, and data encryption
Compliance: Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA.
Auditing: Perform ad-hoc or ongoing IT audits at different levels of the company.

Risk Data Attributes: Identify risk data attributes such as description, category, owner, or hierarchy.
Data Transport: Protects data with some form of encryption as it leaves your secure or local network.
Access Management: Allows administrators to set user access privileges to permit approved parties to access sensitive data.
Multi-Factor Authentication: Requires a second level of authentication, such as sms messaging or customized tokens, to access data.

Voice: Provides voice call functionality. This feature was mentioned in 45 Zoom Contact Center reviews.
Social: Based on 35 Zoom Contact Center reviews. Provides an interface for one or more social media channels.
Web Chat: Includes or integrates with live chat initiaited from the company's web site. This feature was mentioned in 38 Zoom Contact Center reviews.
Mobile SMS: Based on 38 Zoom Contact Center reviews. Accepts contacts initiated through SMS or other mobile text functions.
Email: Allows CSRs to receive and answer customer emails. This feature was mentioned in 37 Zoom Contact Center reviews.

Session Routing: Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. 44 reviewers of Zoom Contact Center have provided feedback on this feature.
Session Queuing: Callers can be routed to a queue or placed on hold until an agent becomes available. 45 reviewers of Zoom Contact Center have provided feedback on this feature.
Concurrent Calling: Place a large or unlimited volume of calls simultaneously without diminishing the call quality. 40 reviewers of Zoom Contact Center have provided feedback on this feature.
Speech Analytics: Provides some level of analytics based on keywords and vocal tones. This feature was mentioned in 36 Zoom Contact Center reviews.
Auto Dialer: Based on 33 Zoom Contact Center reviews. Has auto dialing or predictive dialing functions for outbound use.
IVR: Based on 40 Zoom Contact Center reviews. Includes an interactive phone menu.
Inbound Screen Pop: Populates CSR's screen with available customer data. This feature was mentioned in 40 Zoom Contact Center reviews.
Persistent Data: Maintains and shares information across channels and agents as the case progresses. This feature was mentioned in 41 Zoom Contact Center reviews.

Session Summary Notes: Based on 38 Zoom Contact Center reviews. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.
Administrator Access: As reported in 40 Zoom Contact Center reviews. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards: Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. 44 reviewers of Zoom Contact Center have provided feedback on this feature.
Session Recording: Based on 43 Zoom Contact Center reviews. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.
Agent Scheduling and Assignment: Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. This feature was mentioned in 37 Zoom Contact Center reviews.
Call Recording: Allows supervisors/managers to record and review telephone conversations of agents.
Reporting & Dashboards: Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Agent Availability: Offers complete visibility into agent availability to efficiently create and manage schedules.
Skills Management: Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.
Shift Scheduling: Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.
Agent Self-Service: Allows agents to set their own preferences, request time off, and trade shifts.
Mobile Access: Allows users to access the software using mobile devices.
Call Monitoring: Allow managers/supervisors to monitor calls for quality assurance purposes.
Performance Evaluation: Allows managers/supervisors to evaluate the performance of agents.

Omnichannel: Allows inflow of requests through various digital channels such as email, social media, etc.
Mobile Access: Allows users to access the software using mobile devices.
Queue Management: Provides queue management in case of increase in case/call inflow.
Call Routing: Allows distribution of incoming calls to agents.
Call Back: Allows users to request a call back.
IVR: Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.
Automatic Call Distribution: Allows automatic distribution of incoming calls to the agents.