Zoom Contact Center Review
Use Cases and Deployment Scope
We are a homebuilder and we use Zoom Contact Center for our online sales teams to take calls advertised for our communities. We also integrate this with D365. We have callback features, email notifications, dispositions, and business hours overflow settings enabled that helps manage our calls. In addition, we use Zoom Contact Center for our IT Service Desk. This flow and queue has similar settings to our online sales with the exception of integration with D365.
Pros
- Simple flow creation for an admin
- Integrations with CRM products without needing more than one tool open at a time.
- Very user friendly and has little training needed to understand how it works
Cons
- Support cases are lackluster in that it can take 1, 2, or 3+ days before I get an answer other than "we are reviewing your request." Sometimes even that initial message can take 12+ hours to get
- SMS Campaign setup could be a bit more streamlined. Zoom Phone was a lot easier to setup, but for some reason the Zoom Contact Center campaign took several attempts before we could get approval. Each time you submit, you cannot edit your existing submission. You must submit the entire form again, even if it is a minor change.
- Voicemail inbox management is different than Zoom Phone. In some ways, it is better because you have more settings that can be managed. But in other ways it is odd because unlike Zoom Phone, when creating the Asset, you have to pull up a different Asset page that Zoom Phone does better.
- The text to speech could be a bit more human. This is not just Zoom Contact Center though. ZP uses the same AI voice. They are continually getting better, most of the voices still sound very robotic.
- Engagement IDs could be confusing depending on the level of tech expertise your agents have. They are extremely useful in that it is an ID to a specific call that can be tracked and administrated by IT, but takes some getting used to why it's important for an agent. I'm not sure if it would benefit from a name change or hidden unless you click on something that says, "I need help with a call" and then it pops up.
Likelihood to Recommend
Zoom Contact Center, like many other Contact Center platforms, is needed if you want very unique requirements that a Zoom Phone call queue cannot do. In my experience so far, there are very few things that Zoom Contact Center cannot do if you are trying to build a standardized contact center environment.
