Contact Center

Omnichannel Contact Center

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

Redefine your customer engagements and enhance agent experiences with Zoom Contact Center

Intelligent self-service and routing

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

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.

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 AI left off

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The benefits of unified communications + contact center

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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One intuitive experience to connect with customers and colleagues

  • 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

Use agent skills to improve your CSAT score

Use agent skills to improve your CSAT score

Easily create skills, categories of skills, and proficiency levels for individual contact center agents. Route calls, chat, and SMS from customers to the right agent, and improve your first contact resolution and CSAT score.

Learn more about agent skills

Design your contact center for efficiency

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

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.

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