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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

There should be a feature request section. Review collected by and hosted on G2.com.

Using ZOOM contact center makes it a lot easier to contact clients rather than giving them quick phone calls. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

e use Zoom for multiple purposes, including Conferences, Zoom Phone, and Zoom Rooms. Overall, we are very satisfied with its performance and reliability. Review collected by and hosted on G2.com.

we haven’t found anything to dislike about Zoom. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

It has a lot of great features that the regular zoom phone does not. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

The ability to switch calls from my desktop to my mobile device Review collected by and hosted on G2.com.

The My Engagements tab takes up too much room and does not help much Review collected by and hosted on G2.com.