Omnichannel Contact Center

Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty.

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“Our members trust us with their most privileged information … With Zoom Contact Center, our supervisors have the ability to organize service representatives based on skills, so we can now route their inquiries directly to experts that are equipped to handle their unique needs.“

Chris Neal Senior Vice President Operations

“In addition to fulfilling the requirements of our current contact center environment, Zoom Contact Center offers a number of innovations that could prove useful down the road such as the ability to go from live chat to phone to video and vice versa.

Being able to easily transition between the omni-channel options seamlessly for both our clients and employees is going to be huge!”

Jason Niranjan Manager of Operations

Redefine your customer engagement with Zoom Contact Center

Intelligent self-service and routing

Provide instant, accurate resolution 24/7 and reduce call volume with a conversational AI chatbot.

One experience for unified communications and contact center

Easily reach back-office experts while engaging with customers.

Video optimized high-touch engagements

Built-in video helps you solve issues faster with screen share, file share and chat.

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Provide intelligent self-service with Zoom Virtual Agent

Boost your CSAT score

Our chatbot AI accurately understands what your customers are asking, regardless of how it’s worded
Improve first-contact resolution

Provide highly specific responses by integrating with your CRM, e-commerce systems, and all your company’s source of truth content
Drive faster resolution

Seamless handoff with chat history so agents can efficiently take over where the AI chatbot left off

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According to Metrigy, 75% of business, CX, and IT leaders say having integrated user interfaces for call center and internal collaboration is a must have.

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Empower agents with one app for customer engagement and real-time access to back-office experts
Improve responsiveness and remove the silos between your call center and the rest of your organization
Reduce cost and complexity with one easy-to-use administration portal for contact center and collaboration tools

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Solve issues faster and more efficiently with a video-optimized CCaaS

Drive customer loyalty

Provide high-touch personalized customer engagement with a rich video meeting experience
Engage with your customers in new ways

Agents can easily elevate a chat or voice interaction to a video call to improve the customer interaction
Improve agent experience

Use screen share, file share, and chat to solve queries quickly and efficiently

Redefine customer engagement with a unique video room experience

Personalize your customer journey

Create personalized waiting room experiences that match your customer’s unique reason for calling
Create a more efficient customer engagement

Allow your customers to begin to “self-serve” before the agent joins the call
Encourage new opportunities

Display customized media-rich content to inform, educate and inspire your customers

Gain insights to optimize your contact center performance

Optimize contact center efficiency

Receive alerts of your KPIs with a comprehensive dashboard for real-time and historical reporting
Improve customer satisfaction

Manage, monitor, and measure agent productivity and customer service levels
Proactively make improvements

Monitor activity in real-time for your queues, agents, current interactions, active calls, duration, average hold time, and more

Cloud contact center software built for flexibility and efficiency

Build with ease using the visual IVR system

Provision phone numbers and program a contact center flow in minutes using drag-and-drop modules in our no-code interactive voice response designer. Automate customer engagement with automatic speech recognition, recordings, and text to speech.

Learn more about using the IVR system

Streamline your call center workflows

Improve agent productivity and customer engagement by seamlessly integrating your business applications.

Learn more about our out-of-the-box integrations

Design your contact center for efficiency

Create call routing profiles and assign them to your queues in the no-code IVR designer, to ensure your customers are routed to the most qualified set of agents, on the first try.

Learn more about call routing rules

Measure and improve call center performance with analytics

A comprehensive dashboard for real-time and historical reporting with built-in analytics, provide clear insights that help supervisors improve agent performance and customer engagement.

Learn more about Contact Center analytics

Experience Zoom Contact Center

Connect with a Zoom expert today and experience the benefits of a cloud contact center solution.

Talk to a Zoom Expert

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