--- title: Zoom Contact Center Reviews meta_title: 'Zoom Contact Center Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 70 reviews by the users' company size, role or industry to find out how Zoom Contact Center works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 70 scale: '5' date_modified: '2026-07-17' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Zoom Contact Center Reviews **Vendor:** Zoom **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.3/5.0 **Total Reviews:** 70 ## About Zoom Contact Center Zoom Contact Center is a complete Contact Center as a Service (CCaaS) offering built directly on Zoom’s powerful unified communications platform to help businesses of all sizes better support and connect with their customers. Zoom’s CX platform features intelligent multi-channel routing, an AI-powered virtual agent, no-code IVR and bot flows, workforce engagement management, powerful analytics, pre-built integrations, and much more - all designed into our familiar, easy-to-use Zoom app. With Zoom, businesses deliver fast, efficient, and highly personalized customer experiences, improved agent productivity, and better business results. ## Zoom Contact Center Pros & Cons **What users like:** - Users appreciate the **ease of use** of Zoom Contact Center, simplifying call handling and performance monitoring effectively. (31 reviews) - Users appreciate the **user-friendly interface** of Zoom Contact Center, enhancing efficiency in managing calls and interactions. (15 reviews) - Users commend the **increased efficiency** of Zoom Contact Center, enhancing call handling and agent productivity significantly. (14 reviews) - Users praise the **easy setup** of Zoom Contact Center, allowing quick and efficient configuration by administrators. (10 reviews) - Users value the **s seamless integrations** of Zoom Contact Center, enhancing their overall virtual customer service experience. (10 reviews) - Users appreciate the **easy implementation** of Zoom Contact Center, enhancing efficiency and streamlining call center operations. (9 reviews) - AI Technology (8 reviews) - Connectivity (8 reviews) - Intuitive (8 reviews) - Implementation Ease (7 reviews) **What users dislike:** - Users experience **call issues** with Zoom Contact Center, citing poor integration, inadequate support, and missing essential functionalities. (10 reviews) - Users find a **lack of clarity** in Zoom Contact Center's features, leading to confusion and frustration during use. (7 reviews) - Users express frustration over **missing features** in Zoom Contact Center that complicate call tracking and system integration. (7 reviews) - Users face significant **chat functionality issues** in Zoom Contact Center, hindering effective communication and user experience. (6 reviews) - Users report significant **limitations in core functionality** , making the Zoom Contact Center experience frustrating and inefficient. (6 reviews) - Expensive (6 reviews) - Limited Customization (6 reviews) - Integration Issues (5 reviews) - Limited Functionality (5 reviews) - Initial Difficulties (4 reviews) ## Zoom Contact Center Reviews ### 1. Powerful Hub for Managing Customer Requests and Team Response Tracking **Rating:** 5.0/5.0 stars **Reviewed by:** Konstantine S. | Менеджер по развитию бизнеса, Small-Business (50 or fewer emp.) **Reviewed Date:** June 10, 2026 **What do you like best about Zoom Contact Center?** It’s a place where a company can receive and manage customer requests, including calls, messages, chats, and other inquiries. Managers can see who wrote or called, decide who the request should be passed to, review what has already been discussed with the customer, and track how quickly the team is responding. **What do you dislike about Zoom Contact Center?** I think it’s sometimes too expensive and takes too much time to use, so at times it feels easier to make contacts through another service. This can be frustrating. **What problems is Zoom Contact Center solving and how is that benefiting you?** It makes it much easier to keep track of who I spoke with, what we discussed, and what needs to happen next. That saves me time, helps me avoid missing important follow-ups, and keeps my work more structured. For me, the biggest benefit is staying organized and being able to respond to people faster, especially when I’m working with many contacts at the same time. ### 2. User-Friendly and Efficient, but Some UI, Pricing, and Performance Tweaks Needed **Rating:** 3.5/5.0 stars **Reviewed by:** Shreya G. | Content Writer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 03, 2026 **What do you like best about Zoom Contact Center?** What I like most about Zoom Contact Center is its user-friendly interface and how smoothly it integrates with the broader Zoom ecosystem. In my previous organization, it helped our team handle customer interactions more efficiently from a single, centralized platform. The real-time analytics and omnichannel support also made it easier to monitor performance and, in turn, provide a better overall customer experience. **What do you dislike about Zoom Contact Center?** Zoom Contact Center is generally easy to use, but there are a few areas where it could be improved. Some of the more advanced settings aren’t always easy to find in the UI, and certain integrations take extra configuration effort compared to other platforms. We’ve also occasionally noticed minor performance lag during peak usage periods. Pricing can feel on the higher side for smaller teams, especially once additional features are needed. Support has been helpful overall, but response times for non-critical issues could be quicker. The AI capabilities are useful, yet they still have room to grow in accuracy and become more feature-rich for deeper customer insights and automation. **What problems is Zoom Contact Center solving and how is that benefiting you?** Before implementing Zoom Contact Center, we struggled to manage customer interactions across multiple tools. This made it hard to maintain visibility, coordinate effectively, and consistently meet quick response-time expectations. After switching to Zoom Contact Center, we were able to manage both voice and digital channels from a single platform, which improved agent efficiency and day-to-day collaboration. The intuitive UI shortened training time for new agents, and the integrations with our existing tools helped streamline workflows instead of adding more steps. The platform has also been reliable, and its AI-powered features, such as call insights and analytics, have helped supervisors make faster, more informed decisions and improve overall service quality. We also appreciated the smooth onboarding experience and the responsive support. As a result, we reduced agent handling time, improved response times, and increased overall team productivity. Ultimately, this helped us deliver a better customer experience while achieving a stronger return on investment. ### 3. Boosts Customer Support with User-Friendly Interface **Rating:** 4.5/5.0 stars **Reviewed by:** Rafin D. | Travel Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2026 **What do you like best about Zoom Contact Center?** I use Zoom Contact Center to manage customer calls and chats efficiently, which helps our team provide faster support and improve the overall customer experience. I like its user-friendly interface and the ability to manage customer interactions from one place. These features help our team work more efficiently and respond to customers faster. We integrate Zoom Contact Center with our CRM and other customer support tools to manage and track interactions more efficiently. The initial setup was fairly straightforward and didn't take much time to get up and running. **What do you dislike about Zoom Contact Center?** The reporting features could be more customizable and there are occasional performance delays. More flexible reports filters and faster system performance during peak usage would make the experience even better. **What problems is Zoom Contact Center solving and how is that benefiting you?** I use Zoom Contact Center to efficiently manage customer calls and chats, streamline support, and reduce response times. Its user-friendly interface allows us to handle all interactions in one place, improving team efficiency and customer experience. Integration with our CRM enhances tracking and management. ### 4. Zoom Contact Center with AI That Streamlines Multichannel Support **Rating:** 5.0/5.0 stars **Reviewed by:** Ricardo R. | Fraud anaylts, Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2026 **What do you like best about Zoom Contact Center?** What I like most about Zoom Contact Center is how it brings calls, chat, video, and AI together in a single platform. Agents can support customers across multiple channels without constantly switching between tools, which makes the workflow smoother. It also feels like an easy add-on for businesses that are already using Zoom. On top of that, the built-in AI features—like call summaries and agent assistance—help boost efficiency and strengthen customer service. **What do you dislike about Zoom Contact Center?** A common drawback of Zoom Contact Center is that, as a newer platform compared with more established competitors, it may not yet provide the same depth of advanced features, integrations, or customization options as solutions like Genesys Cloud or NICE CXone. For organizations with highly complex contact center requirements, some capabilities may feel less mature than what long-standing enterprise contact center providers typically offer. **What problems is Zoom Contact Center solving and how is that benefiting you?** Zoom Contact Center helps solve the challenge of managing customer interactions across multiple channels in one place. By bringing together voice, chat, SMS, video, and AI-powered tools, it reduces agent complexity, improves response times, and supports a more consistent customer experience. For me, the biggest benefit is increased efficiency: agents can manage interactions from a single interface, and AI features such as call summaries and assistance help cut down on manual work while improving overall productivity. ### 5. Love some of the features for ZCC **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Legal Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 28, 2025 **What do you like best about Zoom Contact Center?** The best thing I like about Zoom Contact Center is the feature that I can listen, whisper or barge into a call when one of my team are on a call. I can jump in but not take over the entire call myself which is a great tool. I love that I can just listen to the calls for training as well. **What do you dislike about Zoom Contact Center?** Least favorite thing with ZCC is that while training remote employees there is not a way to training using Zoom video and also having them on the contact center. This is super frustrating because I need to be able to train on both at the same time. It would be great if I could train in just the one system with using the phone so the trainees can hear and see at the same time. **What problems is Zoom Contact Center solving and how is that benefiting you?** Being able to listen to calls, rate the calls and have the transcripts are a big help. The transcripts that are available to each agent is a great tool for the accuracy of the calls. Being able to listen or barge without taking over is a huge help. ### 6. Zoom: Easy, Reliable, and Our Go-To Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Candace D. | Practice Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** June 04, 2026 **What do you like best about Zoom Contact Center?** Zoom is so easy to use, I also never have any problems using it. We have done a lot of training on Zoom and use it all the time. It is the main platform that we use. **What do you dislike about Zoom Contact Center?** There is nothing I dislike about the product. It is so easy friendly and the support is there if you have any problems. I have used it on my desktop, laptop and my phone. **What problems is Zoom Contact Center solving and how is that benefiting you?** We had some issues signing in when we first downloaded Zoom, but this was years ago. They were very friendly and helpful. Nobody else in our practice has had to use the contact center. ### 7. Easy to Use, Reliable, and Accessible Everywhere **Rating:** 4.0/5.0 stars **Reviewed by:** Shemara S. | Brand Ambassador, Enterprise (> 1000 emp.) **Reviewed Date:** May 30, 2026 **What do you like best about Zoom Contact Center?** I like that it is easy to use and accessible to all regions without restrictions. It is versatile and reliable. That’s all I have to say regarding this **What do you dislike about Zoom Contact Center?** Whenever I run into an issue with the Zoom app and submit a bug report, I never receive any updates afterward—not even a confirmation that the issue was resolved. **What problems is Zoom Contact Center solving and how is that benefiting you?** I’m honestly not sure about what they are working on resolving but I do hope they work on responding to product reports on ongoing issues. That would make me elated ### 8. Surprisingly Easy to Use, with Always-On Responsive Support **Rating:** 5.0/5.0 stars **Reviewed by:** Kelsey V. | Hair Stylist, Small-Business (50 or fewer emp.) **Reviewed Date:** June 04, 2026 **What do you like best about Zoom Contact Center?** I love how surprisingly easy it is to use. The contact center has been quick and responsive, and they explain things in a way I can understand. I also really appreciate that they’re available all the time whenever I need help. **What do you dislike about Zoom Contact Center?** There’s honestly nothing I can think of that I don’t like about the Zoom Contact Center. So far, I’ve liked everything about it. The team has been helpful and useful in ways that make sense to me and are easy to understand. **What problems is Zoom Contact Center solving and how is that benefiting you?** Zoom contact center helped solved questions regarding getting into meetings, messaging not working or the microphone not working. They have been super helpful ### 9. Zoom Reliable Contact Center for Efficient Customer Support **Rating:** 4.5/5.0 stars **Reviewed by:** Javier F. | Onboarding Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** June 02, 2026 **What do you like best about Zoom Contact Center?** What I like best about Zoom Contact Center is its ease of use, seamless integration with the Zoom platform, reliable call quality, and useful reporting tools that help improve customer service and team performance. **What do you dislike about Zoom Contact Center?** What I dislike about Zoom Contact Center is that some account settings and administrative changes can only be made through the web portal. It would be much more convenient if those adjustments could also be managed directly from the application. **What problems is Zoom Contact Center solving and how is that benefiting you?** Zoom Contact Center centralizes our customer communications, making it easier to manage calls and support requests. This improves efficiency, visibility, and the overall customer experience. ### 10. Easy to Navigate, Fast, and Effective Communication with Zoom Contact Center **Rating:** 5.0/5.0 stars **Reviewed by:** Michelle T. | Office Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 02, 2026 **What do you like best about Zoom Contact Center?** What I like best about Zoom Contact Center is how easy it is to navigate and how resourceful it is. It’s also a fast and effective way to communicate, which I really love. **What do you dislike about Zoom Contact Center?** The least helpful thing about Zoom Contact Center is that I honestly can’t think of anything. I haven’t had a bad experience with it so far, so I’m not really sure I have anything negative to say. **What problems is Zoom Contact Center solving and how is that benefiting you?** The problems we’ve addressed have led to faster response times, which has improved customer satisfaction. We’ve also received good feedback from clients, so that’s definitely a plus. ### 11. Easy-to-Use, Industry-Standard Contact Center Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Joe S. | Data and Technology Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 04, 2026 **What do you like best about Zoom Contact Center?** Zoom Contact Center has a great user interface (UI) and is easy to use across the board. Overall, the platform feels like the industry standard—at least in higher education. **What do you dislike about Zoom Contact Center?** The only thing I dislike about it is the lack of allowing different types of users, it seems to be all or nothing for some features, which can be very limiting for power users. **What problems is Zoom Contact Center solving and how is that benefiting you?** It makes it easy to meet with students, faculty, and staff quickly and efficiently. Everyone uses it, and it integrates smoothly into our business processes and coursework. ### 12. AI-Driven, Seamless CRM Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Ronald G. | Power BI Developer, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** June 03, 2026 **What do you like best about Zoom Contact Center?** I like Zoom Contact Center because it improves communication and optimizes the workflow with our CRM. The AI features are particularly beneficial for me as they help analyze trends on the cases we receive. I find it very easy to set up, and I don't have any issues with it so far. **What do you dislike about Zoom Contact Center?** So far it has worked good on my team **What problems is Zoom Contact Center solving and how is that benefiting you?** I use Zoom Contact Center to improve communication, optimize workflow with the CRM, and manage client attention. The AI features help analyze trends on the cases we receive. ### 13. High-Quality, Efficient Customer Support Solution **Rating:** 4.0/5.0 stars **Reviewed by:** Nikita C. | Outbound Sales Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2026 **What do you like best about Zoom Contact Center?** I find Zoom Contact Center's quality amazing and appreciate the way it allows you to transition any information added to its platform. I like how if a customer decides to move away from any AI chat or website, on the agent's end, it would all be generated into a clear image. **What do you dislike about Zoom Contact Center?** I have no reasons to dislike at the moment **What problems is Zoom Contact Center solving and how is that benefiting you?** I find Zoom Contact Center helpful for customer support. It addresses immediate assistance needs and clearly presents information transferred between AI chat and agents, which is impressive. ### 14. A few minor speed bumps, but overall a good system. **Rating:** 4.0/5.0 stars **Reviewed by:** Paul M. | Continuous Improvement manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Zoom Contact Center?** The dynamic call routing is awesome. ZCC integrates with our CRM and when a call comes in, ZCC searches for the phone number in our CRM. If no number is found, the caller is routed to our Client Development Team. If the number is found in a profile in our CRM, the call is routed directly to the rep that is assigned to that client. There were a few minor speed bumps getting everything set up to correctly route a call, but it works great now and the client experience is 100 times better. **What do you dislike about Zoom Contact Center?** Although they are both owned by the same company, ZCC and traditional Zoom Phone are 2 completely different phone systems that don't talk to each other, or even play well together. Also, texting is extremely clunky. Whenever a client texts a rep, as soon as the rep receives the text, ZCC automatically sends a reply to the client that says, "(Rep Name) has joined the chat." and there is no way to turn this auto reply off. This has caused issues because the auto-reply is sent even if the rep hasn't seen the incoming text yet. At times our reps have been on a phone call that lasts over an hour, and by the time they are able to reply to the text, the client is upset because they believe the rep saw their text and decided not to reply for awhile. **What problems is Zoom Contact Center solving and how is that benefiting you?** It has created a better client experience. ### 15. Seamless Transition with Quick Service **Rating:** 5.0/5.0 stars **Reviewed by:** Anna M. | Director of HR, Mid-Market (51-1000 emp.) **Reviewed Date:** June 04, 2026 **What do you like best about Zoom Contact Center?** I like Zoom Contact Center's quick service, which really stands out to me. The ease of contact and availability are other aspects I appreciate. The initial setup was seamless, making it easy to get started. **What do you dislike about Zoom Contact Center?** Nothing, all positive **What problems is Zoom Contact Center solving and how is that benefiting you?** I use Zoom Contact Center to resolve issues with meeting quality and account creation. I like the quick service and ease of contact and availability it offers. ### 16. Streamlined Call Management with Stellar Features **Rating:** 4.5/5.0 stars **Reviewed by:** Brett T. | IT Infrastructure Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2025 **What do you like best about Zoom Contact Center?** I truly value the comprehensive nature of Zoom Contact Center. Its incredible IVR menu and call routing capabilities based on area codes or location are indispensable, streamlining how we direct calls to the right agents efficiently. I appreciate the seamless integration of all Zoom services under a unified platform, which enhances our operational flow by encompassing voice communication, the contact center, video conferencing, and chat functionality. The setup process was straightforward, thanks to a highly skilled professional services team from Zoom who supported us all the way through implementation, making it a great experience. Moreover, the new features, especially those driven by AI, add significant value by aiding agents in their call handling processes. Overall, Zoom Contact Center’s ability to provide insightful reporting on calls is a crucial functionality that helps our business operations. The benefit of having everything in one robust environment truly stands out, making it a major aspect of why I would continue to choose Zoom Contact Center. **What do you dislike about Zoom Contact Center?** High Cost of licensing **What problems is Zoom Contact Center solving and how is that benefiting you?** I use Zoom Contact Center to route calls accurately and access detailed reporting, enhancing company functionality. It integrates voice, video, and chat, creating a seamless platform. ### 17. Game-Changing Omnichannel Solution, But Licensing Frustrates Admins **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2025 **What do you like best about Zoom Contact Center?** I believe we like that we have this available to our support team and can utilize AI expert assist. The tools and hub itself allow us to separate ZCC from Zoom Phone, yet seamlessly integrate them. It has truly been a game changer for our company and getting us in a true omnichannel system. **What do you dislike about Zoom Contact Center?** Licensing. This is the biggest frustration we have. Even as an admin or Owner, unless you have a ZCC license, you either cant see management or are limited in what you can see- forcing you to pay for additional licenses that wont be used beyond administration. That in and of itself is a little bit frustration. **What problems is Zoom Contact Center solving and how is that benefiting you?** It resolves call routing, overflow and customer flow management and ticketing. It also allows us to manage our phone system in one single place and that allows us to reduce overhead, keep management clean and keep us going forward in the best way we can. ### 18. Easy Transition **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2024 **What do you like best about Zoom Contact Center?** We recently transitioned away from a different provider to Zoom's contact center platform. The transition was straightforward. The system was designed in a few weeks and was ready to go. Our agents enjoy the A.I. Companion features and over the few short weeks since the transition we've seen our average call times drop by about 1 minute. **What do you dislike about Zoom Contact Center?** Zoom's automated email reporting could use some attention. You can subscribe to many reports each report subscription sends a lot of information. Some of this we don't need or is redundant. It would be nice to create a few custom reports and then set these up as subscriptions. **What problems is Zoom Contact Center solving and how is that benefiting you?** The Zoom Contact Center platform runs seamlessly within a browser. This lightweight option requires less expensive computer equipment and we don't need to replace computers as often. The A.I. Companion is also helping us bring our call times down so that we can more efficiently take care of our customers. ### 19. Integration Challenges Make Zoom Contact Center a Tough Sell **Rating:** 1.0/5.0 stars **Reviewed by:** Joseph W. | Director of Insights, IT, and Analytics - VPS, Mid-Market (51-1000 emp.) **Reviewed Date:** October 29, 2025 **What do you like best about Zoom Contact Center?** I appreciate that Zoom Contact Center provides visibility into agent performance, allowing us to adjust and improve efficiency in our call queue assignments. This functionality has been instrumental in enabling us to handle more calls with fewer agents. Additionally, the agent and queue monitoring features stand out as particularly useful capabilities. I also found the setup process to be straightforward, even though we handled it independently. **What do you dislike about Zoom Contact Center?** I find the integration between Zoom Contact Center and Zoom Phone inadequate, as it complicates call tracking and reporting by requiring calls to be routed back and forth between the systems, which is inefficient. The lack of responsive support from the Zoom team during setup was frustrating, as we needed immediate implementation but faced slow communication. Even with premium support, the advice from the experts was not very helpful, particularly in setting up call routing for our healthcare practice, which requires frequent shift changes. The system necessitates a tech-savvy individual to manually adjust call flows, which is not ideal. Overall, these issues make me reluctant to purchase or recommend Zoom Contact Center again. **What problems is Zoom Contact Center solving and how is that benefiting you?** I use Zoom Contact Center for phone call triage, improving agent monitoring and reporting. It provides visibility into agent performance, allowing for efficient call queue assignments and fewer agents handling more calls. ### 20. Easy to Use Contact Center with Room for Better Reporting **Rating:** 4.5/5.0 stars **Reviewed by:** Saif T. | Lead Salesforce Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** October 30, 2025 **What do you like best about Zoom Contact Center?** What I like most about the Zoom Contact Center is how simple and user-friendly it is to operate and manage. The interface is tidy and organized so agents to manage calls, chats, and customer interactions from one simple view. **What do you dislike about Zoom Contact Center?** At times, the system experiences lag when there are a lot of users online, which can cause call transfers to take longer than I would expect. **What problems is Zoom Contact Center solving and how is that benefiting you?** Zoom Contact Center helps manage customer calls and chats in one place, which saves time and keeps communication organized. It’s made it easier to handle customer issues quickly and improved overall team coordination. ### 21. Highly Customizable for Helplines, But Needs Better Update Notifications **Rating:** 4.5/5.0 stars **Reviewed by:** Kaajal S. | Director of Training & Development, Small-Business (50 or fewer emp.) **Reviewed Date:** October 30, 2025 **What do you like best about Zoom Contact Center?** To be able to customize ZCC for our use case which is a Helpline. Although the initial implementation required us to have consultants, maintenance and modifications are fairly easy to make and explain. **What do you dislike about Zoom Contact Center?** That sometimes when new settings appear, we're not updated about it. For example, the 'Occupied rule' in the user settings was not something we were updated about as administrators of ZCC. **What problems is Zoom Contact Center solving and how is that benefiting you?** Ease of utilizing as our software for the Helpline. ### 22. Highly Customizable and Easy to Set Up, But Lacks Feature Request Option **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2025 **What do you like best about Zoom Contact Center?** The customization ability is great. It lets the administrators really define how they want to setup contact center. It is an easy UI and takes minutes to setup. Customer support is easy to reach. **What do you dislike about Zoom Contact Center?** There should be a feature request section. **What problems is Zoom Contact Center solving and how is that benefiting you?** As a bank we have customers calling all the time. The Contact Center gives us the ability to route our calls to multiple branches, allowing us to customize our call center so we do not have to have a setup companies usually use which is all your call center staff in one room. We have our staff all across Connecticut and working from home! ### 23. Useful but difficult to get started **Rating:** 4.0/5.0 stars **Reviewed by:** Katrina C. | Wealth Administrator & Marketing Co-ordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Zoom Contact Center?** Using ZOOM contact center makes it a lot easier to contact clients rather than giving them quick phone calls. **What do you dislike about Zoom Contact Center?** Zoom contact center was very difficult t set up. I am sure it is a lot easier if you pay extra to ZOOM to have them set it up **What problems is Zoom Contact Center solving and how is that benefiting you?** Its solving quick interactions with clients instead of having to pick up the phone and call everytime ### 24. Zoom Delivers Reliable Performance for All Our Needs **Rating:** 5.0/5.0 stars **Reviewed by:** Rajeev C. | Head of IT Services, Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2025 **What do you like best about Zoom Contact Center?** e use Zoom for multiple purposes, including Conferences, Zoom Phone, and Zoom Rooms. Overall, we are very satisfied with its performance and reliability. **What do you dislike about Zoom Contact Center?** we haven’t found anything to dislike about Zoom. **What problems is Zoom Contact Center solving and how is that benefiting you?** Zoom Contact Center makes it much easier for us to handle customer support and team communication. We can manage calls, chats, and video all in one place, which saves time and helps us respond faster. It also works really well with Zoom Meetings and Zoom Phone, so our team can easily connect and solve issues together. Overall, it’s made our communication smoother and our customers happier. ### 25. Zoom has grown from a video conference tool to something essential for us **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Investment Management | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2025 **What do you like best about Zoom Contact Center?** The documentation is thorough and regularly updated. We began using Contact Center when it was still new and lacked some features, but the platform has improved significantly over time. Previously, we used RingCentral; however, as those subscriptions came up for renewal, we transitioned users to Zoom Phone. The experience has been nearly identical — most users haven’t noticed a difference, as the queues and IVR functions are very similar. Additionally, setting up call queues and managing billing is much simpler with Zoom Phone. Whenever I’ve run into issues, the support team has been very helpful and responds promptly. Implementation was quick — after purchasing numbers, setting up the IVR and call queue was straightforward. **What do you dislike about Zoom Contact Center?** The assets library could use some improvement — occasionally, the greetings I upload go missing, causing the IVR to revert to the default robotic voice. I also wish there were better logging features to track changes made to call queues or the IVR. Something like a “last modified” date and a “modified by” section would be incredibly helpful. Right now, if someone makes a change that breaks an IVR I’ve worked on, I have to dig through logs and send out an email to the team to track down who made the change — not an ideal process. **What problems is Zoom Contact Center solving and how is that benefiting you?** Moving from current RingCentral platform. ### 26. A optional tool that has become essential **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2025 **What do you like best about Zoom Contact Center?** The Zoom Contact Centre has been essential for us in managing our callers. We have staff who where different hats and to be able to queue calls, have detailed flows, redirect to available staff, and more have been great. It was easy to implement and the support team at Zoom have been very helpful. This software has become an important part of our work moving forward! **What do you dislike about Zoom Contact Center?** A minor downside is that our call volume is comparatively small. In talking with Zoom staff, they have helped us with solutions, but many feature are built for large volume. It would be great, in the future, for there to me more options/marketing directed to a project that has a call center need, but without dedicated staff or with expecting smaller volume. **What problems is Zoom Contact Center solving and how is that benefiting you?** It has been helpful to have one place where our calls are coming in and be able to swap staff in and out as needed to be available. ### 27. A Great Contact Center Experience! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Zoom Contact Center?** Zoom Contact Center is a great piece of software, just like other Zoom products. Zoom was great at helping us implement our flows as we had never built a real contact center before. It is easy to use and our agents really like all the features. From an administrative perspective, we like the reports that we can pull from it and help our agents be the best that they can be. **What do you dislike about Zoom Contact Center?** There are not many downsides to Zoom's Contact Center, but one thing that could be improved is that administrators have to have a Contact Center license in order to make changes to flows or Contact Center settings, even if they are not an agent. This isn't a deal breaker; just something to be aware of. **What problems is Zoom Contact Center solving and how is that benefiting you?** We moved to Zoom and their Contact Center from a competing UCaaS provider. The other provider had few options for call delivery, unlike Zoom. We like how the Zoom Contact Center is well integrated with the rest of the Zoom client. Since our whole phone system is with Zoom, it is very easy for our contact center agents to transfer calls to other non-contact center employees within our company. Call quality is excellent and if there are problems with calls, Zoom offers plenty of logging and diagnostics data to find out why the quality of a call was not ideal. Overall it is a very solid product and we are very happy with our move to Zoom. ### 28. Human-Centric and Intelligent: ZCC Bridges Tech, People, and Compassion **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2025 **What do you like best about Zoom Contact Center?** what I like best is that ZCC feels human and intelligent at the same time — it connects technology, people, and process in a way that supports both operational efficiency and compassionate care. **What do you dislike about Zoom Contact Center?** ZCC is a strong and evolving platform, but its integration ecosystem, customization complexity, and reporting tools still have room to mature — especially for specialized environments like virtual hospitals. **What problems is Zoom Contact Center solving and how is that benefiting you?** Zoom Contact Center bridges the gap between technology and care by streamlining communication, increasing efficiency, and enhancing both the clinician and patient experience — all within a compliant, secure ecosystem. ### 29. Great Features Beyond Zoom Phone, But Needs Better Real-Time Monitoring **Rating:** 5.0/5.0 stars **Reviewed by:** Brad S. | Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2025 **What do you like best about Zoom Contact Center?** It has a lot of great features that the regular zoom phone does not. **What do you dislike about Zoom Contact Center?** I don't like the fact that I can't see who my employees are specifically are speaking to in real time via the wallboard **What problems is Zoom Contact Center solving and how is that benefiting you?** It allows us to receive calls from current customers and prospects an directs them where to go ### 30. Seamless Call Switching, But My Engagements Tab Needs Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** J D. | VoIP Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** October 30, 2025 **What do you like best about Zoom Contact Center?** The ability to switch calls from my desktop to my mobile device **What do you dislike about Zoom Contact Center?** The My Engagements tab takes up too much room and does not help much **What problems is Zoom Contact Center solving and how is that benefiting you?** Zoom Contact Center is solving my issue with keeping interactions up to date. ### 31. Zoom Contact Center Needs Improvements **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Zoom Contact Center?** It has a lot of potential. The good thing is that there is a platform for Zoom developers to build on. **What do you dislike about Zoom Contact Center?** A lot of basic functionality is missing. Needs a lot of work done. It feels like Zoom engineers that work on Contact Center focus on un-important features and do not improve the core portions of CC. There is no voicemail transfer, there is not call back button, there is a ton of wasted time due to a poorly designed UI. Zoom Contact Center and Zoom Phone should have been integrated from the start. It is such a hassle to use the 2 systems together in an enterprise setting. Luckily we have a strong development team on staff to do custom work. If ZCC and ZP were integrated into one module then the ZCC features could be 'turned on' when the ZCC license is purchased. I have a list of things that are major issues in ZCC and I have even more feature and suggestions that could improve ZCC, but we shall see how Zoom takes feedback and if it will ever improve. We plan on writing an entire APP that handle everything since ZCC is so lacking. I mean why even have a notes filed is you can't even search for notes or see a history of notes... crazy. **What problems is Zoom Contact Center solving and how is that benefiting you?** It is not really solving anything yet, it has actually been more of a hassle. However we plan on developing things internally that would potentially make it worth while. ### 32. Zoom Contact Center - Easy to Use, Some Misses for Customization & Flexibility **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Zoom Contact Center?** There is some flexibility with flow setup. We had an implementation team that helped with the set-up during our proof of concept. Customer support is standard. **What do you dislike about Zoom Contact Center?** There is room for improvement with the reporting metrics. It's not customizable and we have already submitted a few feature request ideas for how the contact center can be improved. Some of the features, like callbacks, are clunky processes because it requires the end user to take more steps than needed. **What problems is Zoom Contact Center solving and how is that benefiting you?** It solved some problems, but created others. Already mentioned some, but another example is voicemail drop. We have had that feature in other platforms, but it's not available with this one. ### 33. Zoom CC in a Non-Profit Org. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Religious Institutions | Small-Business (50 or fewer emp.) **Reviewed Date:** May 27, 2025 **What do you like best about Zoom Contact Center?** The Zoom CC is intuitive and the controls are easy to navigate. Call routing is useful and it is easy to keep up with a call list managed by a team. **What do you dislike about Zoom Contact Center?** Integration into Salesforce is not complete. Inbound calls are logged correctly. Outbound calls made outside the of the Contact Center but still through Zoom are logged correctly as well. Outbound calls places through a call list in the Contact Center are not logged as individual tasks and must still be manually logged in Salesforce. **What problems is Zoom Contact Center solving and how is that benefiting you?** Mass list calling is made easy through the CC. ### 34. Capable but Lacking **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2025 **What do you like best about Zoom Contact Center?** Fairly easy to setup, although, Zoom requires that you select a company to implement the solution as a part of purchase. We use Zoom Workspace/Enterprise so it was nice to be able to add into our existing solution. **What do you dislike about Zoom Contact Center?** We were promised that the functionality to integrate and use CTI with Hubspot. This was not correct. Technically they had some pieces in place but were so limited that we had to abandon. They have made some changes but issues still exist in order to really use it. **What problems is Zoom Contact Center solving and how is that benefiting you?** The ability to see and measure calls flowing into customer service. ### 35. So far so good **Rating:** 4.0/5.0 stars **Reviewed by:** STEPHEN D. | Director of Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Zoom Contact Center?** Our practice is answering more calls than ever with Zoom CC. I like the visibility of the call queue, call back feature and transcription. **What do you dislike about Zoom Contact Center?** Lacks a park feature. Not a friendly call transition if you utilize both Zoom phone and Zoom CC. **What problems is Zoom Contact Center solving and how is that benefiting you?** We are one month post go live. It's mostly a self serve system with support if needed. ### 36. Works well for customer queries and real time interactions. **Rating:** 4.0/5.0 stars **Reviewed by:** Kim P. | Compliance/Client Services Director, Small-Business (50 or fewer emp.) **Reviewed Date:** May 27, 2025 **What do you like best about Zoom Contact Center?** Assigning chats through queues. View/Barge/Takeover/Transfer **What do you dislike about Zoom Contact Center?** Not being able to see prior chat interactions with same customers with the same IP addresses **What problems is Zoom Contact Center solving and how is that benefiting you?** Allows us to interact easily to assist customers directly. ### 37. Migrated from RingCentral to Zoom **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2025 **What do you like best about Zoom Contact Center?** Easy to use and great AI features providing call summaries, keyword analysis, and customer sentiment scoring. **What do you dislike about Zoom Contact Center?** We are waiting for the release of the mobile app. **What problems is Zoom Contact Center solving and how is that benefiting you?** Providing us a better solution to manage calls and agent performance, improved intelligence of why customers called and how issues were resolved, and at a lower price than our previous solution. ### 38. Relatively easy to set up, use, and pretty intuitive for staff. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Law Practice | Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Zoom Contact Center?** Admin panel is well organized and easy to set up and customize for best use case. **What do you dislike about Zoom Contact Center?** It can sometimes feel a little cumbersome. Biggest complaint is that so many functions and features are available but behind a paywall. **What problems is Zoom Contact Center solving and how is that benefiting you?** Opening up opportunities for an online chat support and seamless transition between chat to phone if the customer chooses. ### 39. Zoom Contact Center is Great **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2025 **What do you like best about Zoom Contact Center?** AI native features - very easy to administer and use. Affordable! **What do you dislike about Zoom Contact Center?** While soft phones are great and taking over the call center, there will always be some people who prefer an actual hard phone. **What problems is Zoom Contact Center solving and how is that benefiting you?** Zoom CC offers a very robust and affordable easy to build alternative to complex competitive products. ### 40. Just getting started with Contact Center **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Zoom Contact Center?** All in one place and so far easy to use. **What do you dislike about Zoom Contact Center?** So far nothing, we are new to using this, so hopefully nothing in the future either **What problems is Zoom Contact Center solving and how is that benefiting you?** It is putting all of the products that we use for meetings and phone calls in one place and all are able to connect easier ### 41. Fun software when building Customer Care flow **Rating:** 4.0/5.0 stars **Reviewed by:** Junior J. | IT Helpdesk and Admin Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2025 **What do you like best about Zoom Contact Center?** I love the community zoom has. Zoom Community will find you most of the answers you need before you even contact Zoom. **What do you dislike about Zoom Contact Center?** Sometimes things aren't as clear as they should be. You might have to do some digging **What problems is Zoom Contact Center solving and how is that benefiting you?** Allowing us to build custom call flows. ### 42. Reviewing Zoom contact center **Rating:** 5.0/5.0 stars **Reviewed by:** ridhii g. | Workplace technology manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2025 **What do you like best about Zoom Contact Center?** Simple to use, and it was much easier to integrate and implement features like call routing and workflows. **What do you dislike about Zoom Contact Center?** Right now no dislike i started using it recently **What problems is Zoom Contact Center solving and how is that benefiting you?** Making our current call flows easier for administrators to use is a huge benefit. ### 43. Integrated and feature rich **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2025 **What do you like best about Zoom Contact Center?** Integration with the Zoom platform so the interface and tie-ins to the rest of the products is very good. Other UCC tools require a third party like InContact to provide contact center functions. **What do you dislike about Zoom Contact Center?** Early on, we had some users who had not used any contact center confused by the login and logout and other issues with availability. Zoom could do a better job with training resources. **What problems is Zoom Contact Center solving and how is that benefiting you?** Call management and quality of service for our service teams. ### 44. Simple! End user friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Rachell V. | helpdesk analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2025 **What do you like best about Zoom Contact Center?** its simple and to the point, did not have many complaints when switching over to zoom! **What do you dislike about Zoom Contact Center?** the setting up of the call tree was a bit more difficult to navigate.. **What problems is Zoom Contact Center solving and how is that benefiting you?** recollection of calls, better time efficiency with calls. ### 45. Zoom Workplace is awesome **Rating:** 5.0/5.0 stars **Reviewed by:** Jake V. | IT infrastructure manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 22, 2024 **What do you like best about Zoom Contact Center?** we are mainly using the contact center feature and has improved our call center in a big way by adding features like AI and integration to our ticketing system that we did not have before. **What do you dislike about Zoom Contact Center?** It is more complex than other call centers so there is a bit of a learning curve but the training team was awesome. **What problems is Zoom Contact Center solving and how is that benefiting you?** Adding AI functionality to our service desk. ### 46. Zoom:Reimagined Workspace with Frictionless Video Communication **Rating:** 5.0/5.0 stars **Reviewed by:** Eddah N. | Client Service Lead, Consulting, Small-Business (50 or fewer emp.) **Reviewed Date:** April 16, 2024 **What do you like best about Zoom Contact Center?** I quite appreciate how this Platform is ever evolving function-wise, changing with the times, reimagining workspace with next-generational frictionless technology. Its now empowered with AI Companion, Contact Center, Team Chat, Phone, Webinar, Events and much more. Its really a must-have business tool that is the present and future of work. **What do you dislike about Zoom Contact Center?** It will have its occassional glitches when internet connections are weak. Which can be disruptive when timelines are tight. But thats quite the same with similar platforms. Its not an exceptional downside. **What problems is Zoom Contact Center solving and how is that benefiting you?** With Zoom, virtual meetings, video conferencing, cloud calling and contacting have become a breeze. It means its easier to get people together, get more done than ever before. ### 47. Zoom is fast and easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Small-Business (50 or fewer emp.) **Reviewed Date:** September 24, 2024 **What do you like best about Zoom Contact Center?** All converstaions can be read and responded to **What do you dislike about Zoom Contact Center?** evrything works fine nothing needs to be changed **What problems is Zoom Contact Center solving and how is that benefiting you?** When I have issues signing into Zoom the help is quick ### 48. Uniting the Globe Through Virtual Spaces, One Room at a Time **Rating:** 5.0/5.0 stars **Reviewed by:** Baishnabi J. | Developer Support Specialist, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2024 **What do you like best about Zoom Contact Center?** Zoom excels in its intuitive interface, enabling individuals from diverse backgrounds and varying technical proficiencies to effortlessly schedule, join, and engage in virtual meetings and events at the tap of a button. **What do you dislike about Zoom Contact Center?** Concerns surrounding privacy and security, which have prompted scrutiny and led to efforts by the company to bolster safeguards and enhance transparency. **What problems is Zoom Contact Center solving and how is that benefiting you?** Zoom became integral to my life during the pandemic, simplifying both my work tasks and my ability to teach my siblings, even when separated by long distances from both my home and workplace. It undoubtedly represents the future of remote work. ### 49. Zoom Phone, Meetings & Contact Center User **Rating:** 5.0/5.0 stars **Reviewed by:** Brian S. | AV Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 22, 2020 **What do you like best about Zoom Contact Center?** Ease of use for new and experienced users **What do you dislike about Zoom Contact Center?** Support misses the question asked or doesn't have an answer. **Recommendations to others considering Zoom Contact Center:** Try to understand your needs before entering into annual agreements. Prepare user guides suited to your organization prior to roll-out. When possible train users in person with scenarios that match typical use cases. **What problems is Zoom Contact Center solving and how is that benefiting you?** We are a multi-state organization that is heavily reliant on Zoom for meetings, phone call and customer contact. Our user base is typically not tech-savvy and Zoom usage can be accomplished for even the most novice user. ### 50. Solid platform with minimal issues. They develop towards what is actually wanted and needed. **Rating:** 4.0/5.0 stars **Reviewed by:** Blaine C. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2024 **What do you like best about Zoom Contact Center?** Great functionality and adoptability on the phone and contact center side **What do you dislike about Zoom Contact Center?** It would be nice to be able to automate outbound SMS **What problems is Zoom Contact Center solving and how is that benefiting you?** Single platform for customer communications. - [View Zoom Contact Center pricing details and edition comparison](https://www.g2.com/products/zoom-contact-center/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-19+10%3A22%3A25+-0500&secure%5Bsession_id%5D=dc8abcad-499c-4f96-b517-63369efae89f&secure%5Btoken%5D=5fbd20ced169dbfd4ac1955f0daa13dbc66a90f56cdf50e0512e7a3adc12b5d9&format=llm_user) ## Zoom Contact Center Integrations - [Guru](https://www.g2.com/products/guru/reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) ## Zoom Contact Center Features **Administration** - Database Management - Data Workflows - Issue Management **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Workforce Management** - Call Monitoring - Performance Evaluation **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Administrative** - Call Recording - Reporting & Dashboards **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Platform** - Customization - Integration APIs - Internationalization - User, Role, and Access Management - Dashboards **Workforce Management Platform Features** - Labor Forecasting - Shift Scheduling - Time & Attendance Tracking - Absence & Leave Management - Skills Management - Succession Planning - Workforce Analytics - Self-Service Capabilities - Mobile Shift Scheduling - Team Communication ## Top Zoom Contact Center Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,467 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (604 reviews)