It has a lot of potential. The good thing is that there is a platform for Zoom developers to build on. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Our practice is answering more calls than ever with Zoom CC. I like the visibility of the call queue, call back feature and transcription. Review collected by and hosted on G2.com.

Lacks a park feature. Not a friendly call transition if you utilize both Zoom phone and Zoom CC. Review collected by and hosted on G2.com.

Assigning chats through queues.

View/Barge/Takeover/Transfer Review collected by and hosted on G2.com.

Not being able to see prior chat interactions with same customers with the same IP addresses Review collected by and hosted on G2.com.

Easy to use and great AI features providing call summaries, keyword analysis, and customer sentiment scoring. Review collected by and hosted on G2.com.

We are waiting for the release of the mobile app. Review collected by and hosted on G2.com.

Admin panel is well organized and easy to set up and customize for best use case. Review collected by and hosted on G2.com.

It can sometimes feel a little cumbersome. Biggest complaint is that so many functions and features are available but behind a paywall. Review collected by and hosted on G2.com.

AI native features - very easy to administer and use. Affordable! Review collected by and hosted on G2.com.

While soft phones are great and taking over the call center, there will always be some people who prefer an actual hard phone. Review collected by and hosted on G2.com.

All in one place and so far easy to use. Review collected by and hosted on G2.com.

So far nothing, we are new to using this, so hopefully nothing in the future either Review collected by and hosted on G2.com.