I am the Intake Director for Michigan's largest law firm, Mike Morse Law Firm. Zoom Contact Center has changed the way we operate our call center and has increased efficiency and transparency for us. Calls are answered faster, call flows are better, and we can see agent's availablilty status at a glance. Reporting through Zoom Call Center is also a great improvement from what we previously had. It's so easy to do a deep dive into everything from call times to specific agent activity throughout the day and night. Review collected by and hosted on G2.com.

We had a few minor issues early on but they were quickly resolved by the fantastic team we work with at Zoom. No complaints now! Review collected by and hosted on G2.com.

Easy to use - conferencing and zoom phone in one app. Great plugins and integrations with Google Calendar. Up to date Apps. Easy Zoom Room administration and deployment (implementation). Review collected by and hosted on G2.com.

Costs can be expensive. Difficult to find Windows download package when running on MacOS. Review collected by and hosted on G2.com.

When looking into a new phone system for my Contact Center I wanted to find one that would fit every item on my list to maximize the efficiency of my contact center. When looking over Zoom Contact Center it fits every box for what a contact center needs. They may not have all of the products live yet but they are coming and will help to make sure I am staffed correctly and can provide the customer with an amazing experience. Review collected by and hosted on G2.com.

Well so far eveything is working the way it should. I think as Zoom adds more features and customization more communication as the changes to reporting and other products are pushed out customers are notified. Review collected by and hosted on G2.com.

I find Zoom Contact Center the most helpful by helping our team keep everything in one place. The Active Engagements page is useful when we are busy; it lets our managers know when they need others to turn their status to Ready. It helps when our team works remotely; they can still answer their ACD queues. Review collected by and hosted on G2.com.

The one complaint we get about the Zoom Contact Center is that it only works on the Zoom Application on your computer. Our employees would like if they could answer their ACD calls on their cell phones, which makes it easier if you walk away from the desk but do not want to take your computer with you everywhere. Review collected by and hosted on G2.com.

The software is very easy to use and does not take long to learn. The functions on both the admin side and user side are intuitive and easy to follow. The reliability of the service has been excellent. Review collected by and hosted on G2.com.

There are still some features that are not available but zoom is actively working on them to be added. There are times the app will not work unless you update to the most current version. Review collected by and hosted on G2.com.

The ability to jump into a Zoom meeting from a chat is a great feature. The implementation team of Koi and Monroe were very good. Ted Mead is excellent to work with. Even after we signed up, he has made himself available to troubleshoot and to answer questions. Review collected by and hosted on G2.com.

Training did not cover the web chat tool at all. Training was not equipped to focus on our needs. Also, if the auto answer is selected, and the agent steps away from the chat, the customer just sits and waits indefinitely. This needs to be fixed. If the agent does not respond after a specific time, the ticket should auto close or move to the next agent. Review collected by and hosted on G2.com.

A complex technical solution presented to Agents and Adminstrators is a very simple and easy to use interface that is familiar to what they have been using since prior to Covid. Review collected by and hosted on G2.com.

Because of Covid and the enormous use of Zoom Meetings, a lot of people have the perception that Zoom isn't a strong option in the this space. Can be hard to change perceptions but is achievable when they see what the solution can do. Review collected by and hosted on G2.com.

Ability to connect and quality of the application. Review collected by and hosted on G2.com.

I do not have any dislikes at this time. Review collected by and hosted on G2.com.

Zoom Contact Center is super easy to create voice, video, and chat workflows using the "flow" tab. The text-to-speech is easy to make say what is needed and updating the flows or reverting to previous versions is very intuitive. While Zoom was happy and available to help, our organization needed little help because of this. Additionally, Zoom Contact Center is always being updated with useful features and the documentation that comes along with it keeps the system easy to manage and learn. Review collected by and hosted on G2.com.

The built in reports are helpful but it would be a great feature to be able to generate custom reports using the underlying data or at least have an easy way to report on the data from a data visualization software. Review collected by and hosted on G2.com.

Connecting and delivering our services to customer has never been more easy. ZCC offer reliable and diverse features which enable us to deliver the best experience of virtual customer service to our customer and of course agents as well. integrating ZCC and our existing systems was at a push of a button with ZCC Flows Design features and Zoom's Team Support. Review collected by and hosted on G2.com.

-We need an official site to submit ticket where the response comes not from community but from zoom official teams.

-ZCC doesn't have servers in our country.

-There is still some issues we're experiencing from a network perspective.

-There is a lot of useful features in ZCC, unfortunately we as a clients hasn't really understand about all the features and its potential to use in our business. Review collected by and hosted on G2.com.