--- 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: '2026-08-09' parent\_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Zoom Contact Center Reviews & Product Details Visit Website 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. * * * Product Website Zoom Contact Center Seller [Zoom](https://www.g2.com/sellers/zoom-a5000ea1-6d30-4ab4-b591-20723189ac97) Discussions [Zoom Contact Center Community](https://www.g2.com/products/zoom-contact-center/discuss) Solution Type All-in-One Overview by Camille Shortridge (Customer Advocacy @ Zoom / Bilingual) Show More ## Pricing Pricing provided by Zoom Contact Center. ### Essentials Starting at $69.00 1 Agent Per Month [ View More Pricing Information ](https://www.g2.com/products/zoom-contact-center/pricing) Zoom Solutions (2) See how Zoom products can work together to solve real problems. [ ![Solution Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Solution Avatar Image") Tools in an AI-first work platform SolutionBy Zoom ](/sellers/zoom-a5000ea1-6d30-4ab4-b591-20723189ac97/solutions/tools-in-an-ai-first-work-platform)[ ![Solution Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Solution Avatar Image") Customer Experience Solutions SolutionBy Zoom ](/sellers/zoom-a5000ea1-6d30-4ab4-b591-20723189ac97/solutions/customer-experience-solutions) Show More ## Zoom Contact Center Integrations (2) What do users say about integrations? Verified by Zoom Contact Center [ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Guru ](https://www.g2.com/products/guru/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Jira Service Management ](https://www.g2.com/products/jira-service-management/reviews) Show More JS Joe S. Data and Technology Manager Enterprise (\> 1000 emp.) 6/4/2026 "Easy-to-Use, Industry-Standard Contact Center Experience" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Ronald G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ronald G.") RG Ronald G. Power BI Developer Computer Software Small-Business (50 or fewer emp.) 6/3/2026 "AI-Driven, Seamless CRM Integration" 5/5 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. Review collected by and hosted on G2.com. What do you dislike about Zoom Contact Center? So far it has worked good on my team Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconValidated ReviewerIncentivizedSource: G2 invite ![Nikita C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nikita C.") NC Nikita C. Outbound Sales Representative Mid-Market (51-1000 emp.) 5/25/2026 "High-Quality, Efficient Customer Support Solution" 4/5 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. Review collected by and hosted on G2.com. What do you dislike about Zoom Contact Center? I have no reasons to dislike at the moment Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Paul M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Paul M.") PM Paul M. Continuous Improvement manager Mid-Market (51-1000 emp.) 5/15/2025 "A few minor speed bumps, but overall a good system." 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. What problems is Zoom Contact Center solving and how is that benefiting you? It has created a better client experience. Review collected by and hosted on G2.com. Show More 10/30/2025 Current UserValidated ReviewerIncentivizedSource: Seller invite ![Anna M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Anna M.") AM Anna M. Director of HR Mid-Market (51-1000 emp.) 6/4/2026 "Seamless Transition with Quick Service" 5/5 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. Review collected by and hosted on G2.com. What do you dislike about Zoom Contact Center? Nothing, all positive Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Brett T.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Brett T.") BT Brett T. IT Infrastructure Engineer Mid-Market (51-1000 emp.) 10/30/2025 "Streamlined Call Management with Stellar Features" 4.5/5 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. Review collected by and hosted on G2.com. What do you dislike about Zoom Contact Center? High Cost of licensing Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") AI Verified User in Information Technology and Services Mid-Market (51-1000 emp.) 10/30/2025 "Game-Changing Omnichannel Solution, But Licensing Frustrates Admins" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") AR Verified User in Retail Small-Business (50 or fewer emp.) 8/22/2024 "Easy Transition" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More 10/30/2025 Current UserValidated ReviewerIncentivizedSource: Seller invite ![Joseph W.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Joseph W.") JW Joseph W. Director of Insights, IT, and Analytics - VPS Mid-Market (51-1000 emp.) 10/29/2025 "Integration Challenges Make Zoom Contact Center a Tough Sell" 1/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ST Saif T. Lead Salesforce Administrator Small-Business (50 or fewer emp.) 10/30/2025 "Easy to Use Contact Center with Room for Better Reporting" 4.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ## Pricing Options Pricing provided by Zoom Contact Center. ### Essentials Starting at $69.00 1 Agent Per Month ### Premium Starting at $99.00 1 Agent Per Month ### Elite Starting at $149.00 1 Agent Per Month [ View More Pricing Information ](https://www.g2.com/products/zoom-contact-center/pricing) Zoom Contact Center Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e3a8d60332cca437222ea3ba4d00292c/genesys-cloud-cx.png "Product Avatar Image") Genesys Cloud CX 4.4/5(1,558) [ Compare Now ](https://www.g2.com/compare/genesys-cloud-cx-vs-zoom-contact-center) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b3390b4cc3d92e87d570895f7358c003/amazon-connect.jpg "Product Avatar Image") Connect 4.4/5(92) [ Compare Now ](https://www.g2.com/compare/amazon-connect-vs-zoom-contact-center) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_927f66d37532def5fb7c634b71671819/nice-cxone.jpg "Product Avatar Image") NiCE CXone 4.3/5(1,730) [ Compare Now ](https://www.g2.com/compare/nice-cxone-vs-zoom-contact-center) ##### ##### Zoom Contact Center Features Channels Voice Live Chat Mobile SMS Functions Call Routing Session Queuing Concurrent Calling Administrative Session Summary Notes Administrator Access Reporting & Dashboards [ View More Features ](https://www.g2.com/products/zoom-contact-center/features) ## Top-Rated Alternatives [ ![Genesys Cloud CX](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Genesys Cloud CX") Genesys Cloud CX 4.4/5(1,558) ](https://www.g2.com/products/genesys-cloud-cx/reviews) [ ![NICE CXone](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "NICE CXone") NICE CXone 4.3/5(1,730) ](https://www.g2.com/products/nice-cxone/reviews) [ ![Five9 Intelligent Cloud Contact Center Platform](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Five9 Intelligent Cloud Contact Center Platform") Five9 Intelligent Cloud Contact Center Platform 4.1/5(625) ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) [ View All Alternatives ](https://www.g2.com/products/zoom-contact-center/competitors/alternatives) ##### Categories on G2 [Workforce Management](https://www.g2.com/categories/workforce-management)[Contact Center](https://www.g2.com/categories/contact-center)[Call Center Infrastructure (CCI)](https://www.g2.com/categories/call-center-infrastructure-cci) [Workforce Management](https://www.g2.com/categories/workforce-management)[Contact Center](https://www.g2.com/categories/contact-center)[Call Center Infrastructure (CCI)](https://www.g2.com/categories/call-center-infrastructure-cci)[Contact Center Quality Assurance](https://www.g2.com/categories/contact-center-quality-assurance)[Contact Center Knowledge Base](https://www.g2.com/categories/contact-center-knowledge-base)[Contact Center Workforce](https://www.g2.com/categories/contact-center-workforce) [Show MoreShow Less](javascript:void(0);) ##### Explore More [What are the highest rated managed IoT services platforms for organizations transitioning from legacy systems?](https://www.g2.com/discussions/what-are-the-highest-rated-managed-iot-services-platforms-for-organizations-transitioning-from-legacy-systems)[Which desktop publishing platforms are the most reliable for teams that need to avoid steep learning curves and designer-heavy workflows, based on user reviews?](https://www.g2.com/discussions/which-desktop-publishing-platforms-are-the-most-reliable-for-teams-that-need-to-avoid-steep-learning-curves-and-designer-heavy-workflows-based-on-user-reviews)[What civil engineering design software integrates well with GIS platforms like Esri so survey and mapping data feeds directly into the design workflow?](https://www.g2.com/discussions/what-civil-engineering-design-software-integrates-well-with-gis-platforms-like-esri-so-survey-and-mapping-data-feeds-directly-into-the-design-workflow) [Best platform for integrating various business apps](https://www.g2.com/discussions/what-s-the-best-platform-for-integrating-various-business-apps)[What is the most popular employee engagement app for enterprises?](https://www.g2.com/discussions/what-is-the-most-popular-employee-engagement-app-for-enterprises)[Pros and Cons Details](https://www.g2.com/products/zoom-contact-center/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)