Zoom
Contact
Center
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The omnichannel customer experience redefined with Zoom Contact Center and artificial intelligence
The only cloud-based contact center solution optimized for video that unifies all your customer service channels and business communications on the Zoom platform you already know and love
Improve customer satisfaction, boost agent efficiency, and get actionable analytics, all in one place
- Connect with customers via voice, video, chat, SMS, email, and social media
- Resolve issues faster with AI support
- Unify the agent and customer experience
Are your contact center systems limiting your customer service?
Traditional contact centers struggle with complexity, high costs, and difficulty in delivering the fast, personalized experience that modern customers expect
Disconnected experience: Customers have to repeat themselves when switching from chat to voice, as context is not maintained across channels. This leads to frustration and long wait times
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Low agent productivity: Agents juggle multiple applications and lack AI-powered assistance tools to resolve issues quickly, causing staff turnover
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Rigid and complex management: Managing separate communication and contact center infrastructures consumes IT resources and makes scaling the operation a costly challenge
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Lack of visibility: The absence of unified real-time control and analytics panels makes it difficult to identify trends, train agents, and optimize operations
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The unique platform that turns your service into a competitive advantage
Seamless omnichannel customer service
Provides a consistent and seamless experience across voice, video, chat, SMS, email, and social media, maintaining customer history and context in every interaction
Simplification and cost savings:
Built on the same Zoom platform, it simplifies IT management and eliminates the need for expensive hardware and separate systems
Boost efficiency with built-in AI
Implement “AI Companion” for interaction summaries and follow-up actions, and “AI Expert Assist” to guide agents in real time. You can also use the Virtual Agent with conversational AI for customer self-service
Video-optimized resolution:
Be the first Contact Center to use video to solve complex problems in minutes, adding a human and personalized touch to the customer experience
Features designed for an unlimited customer experience
Zoom Contact Center is more than a solution; it’s your customer experience (CX) ecosystem.
Intelligent routing: Direct real-time interactions to the best agent or expert, using skills, priorities, and customer data for faster resolution
AI Companion for agents and supervisors: Get summaries, sentiment analysis, and generate follow-up actions. For supervisors, AI provides real-time alerts and break suggestions to prevent burnout
Simple Flow Editor: Quickly create and automate customer interactions with drag-and-drop modules and interactive voice responses (IVR), no coding required
Robust analytics and reporting: Gain real-time visibility into queue performance, cross-channel interactions, and key metrics with customizable dashboards
Native UCaaS integration: Enable agents to transfer interactions to internal experts via Zoom’s unified communications (UCaaS), preserving context
Data security and privacy: The platform is built on Zoom’s security, using encryption and customer PII protection features
Features designed for an unlimited customer experience
Zoom Contact Center allows you to unify your CX quickly and seamlessly
Global availability: Support and coverage for your customers worldwide, from the same platform
100% cloud-based approach: Eliminates the need for expensive hardware and reduces maintenance complexity, allowing you to scale your operation globally as you grow
Key integrations: Connect with business intelligence applications and business tools such as Salesforce, Google Workspace, and WFM (Workforce Management) solutions
Deploy in minutes: Provision phone numbers and program a Contact Center flow in minutes with the simple user interface
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