--- 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 **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) - [View Zoom Contact Center pricing details and edition comparison](https://www.g2.com/products/zoom-contact-center/reviews?page=5§ion=pricing&secure%5Bexpires_at%5D=2026-08-10+19%3A46%3A06+-0500&secure%5Bsession_id%5D=f3130759-5cc6-4014-87b5-69176e297d87&secure%5Btoken%5D=301c9575f9f3424fe65dbb4d38425a846209c629cccd6db5ebf41e8666b9ff44&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 **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Administration** - Database Management - Data Workflows - Issue Management **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Live Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution - Call Transfer - Contact Management - Call Center Management - Multi-Channel Management - Survey/Poll Management - Campaign Management - Call List Management **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text-to-Speech - Generative AI **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Functions** - Call Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Productivity Analysis - Dashboards - Labor Forecasting - Intraday Management - Quality Management **Workforce Management** - Call Monitoring - Performance Evaluation - Real-Time Monitoring - Monitoring **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Computer Telephony Integration - Multi-Language **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Third-Party Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Administrative** - Call Recording - Reporting & Dashboards - Call Reporting - Real-Time Reporting **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Chat/Messaging - Multi-Channel Communication - Customer History - Alerts/Notifications - Real-Time Analytics - Phone Key Input - Call Logging - Customizable Reports - Real-Time Data - AI Copilot - CRM - Reporting & Statistics - Activity Tracking - Live Chat - Call Scripting - Contact Database - Voice Mail - Voice Customization - API - Call Tracking - SMS Messaging - Callback Scheduling - Caller ID - Predictive Dialer - Surveys & Feedback - Auto-Dialer - Pre-recorded Messages - Real-Time Notifications - Multiple Scripts - Interaction Tracking - Call Disposition **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Call Routing - Generative AI **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation **Platform** - Customization - Integration APIs - Internationalization - User, Role, and Access Management - Activity Dashboard - Activity Dashboard - Mobile Access - Activity Dashboard - Training Management - Goal Management - Feedback Management - Action Management - Mobile Access - Activity Dashboard - Benefits Dashboard - Activity Dashboard - Feedback Management - Performance Management - Recruitment Management - Compliance Management - Training Management - Calendar Management - Employee Management - Orientation Workflow Management - Task Management - HR Management - Help Desk Management - Mobile Access - Payroll Management - Document Management - Job Description Management - Social Media Integration - Mobile Access - Activity Dashboard - Third-Party Integrations - Assessment Management - Social Media Integration - Activity Dashboard - Mobile Access - Third-Party Integration - Initiative Management - Workflow Management - Community Management - Employee Referral Management - Candidate Management - Workflow Management - Communication Management - Advertising Management - Application Management - Email Management - Job Management - Discount Management - Pipeline Management - File Management - Job Management - Data Storage Management - Compensation Management - Employee Management - Job Application Management - HR Management - Competency Management - Performance Management - Compliance Management - Job Description Management - Evaluation Management - User Management - Role-Based Permissions - Third-Party Integrations **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 - Budgeting/Forecasting - Automated Scheduling - Employee Scheduling - Time Off Management - Workflow Management - Timesheet Management - Recruitment Management - Performance Management - Payroll Management - Attendance Management - Calendar Management - Employee Management - Compliance Management - Compliance Tracking - Activity Tracking - Sick Leave Tracking - Vacation/Leave Tracking - Skills Tracking - Variable Workforce - Reporting/Analytics **Additional Functionality** - Real-Time Reporting - Shift Swapping - AI Copilot - Real-Time Notifications - Reminders - Self Service Portal - Employee Database - Time Off Requests - Approval Process Control - Performance Metrics - Employee Onboarding - Document Storage - Real-Time Data - Data Import/Export - Time & Attendance - Drag & Drop - Clock In/Out - Customizable Reports - Generative AI ## Top Zoom Contact Center Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,468 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)