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
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Boost your CSAT score
Our chatbot AI accurately understands what your customers are asking, regardless of how it’s worded
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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
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Drive faster resolution
Seamless handoff with chat history so agents can efficiently take over where the AI chatbot AI left off
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.
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
Solve issues faster and more efficiently with a video-optimized CCaaS
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Drive customer loyalty
Provide high-touch personalized customer engagement with a rich video meeting experience
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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
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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
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Personalize your customer journey
Create personalized waiting room experiences that match your customer’s unique reason for calling
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Create a more efficient customer engagement
Allow your customers to begin to “self-serve” before the agent joins the call
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Encourage new opportunities
Display customized media-rich content to inform, educate and inspire your customers
Gain insights to optimize your contact center performance
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Optimize contact center efficiency
Receive alerts of your KPIs with a comprehensive dashboard for real-time and historical reporting
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Improve customer satisfaction
Manage, monitor, and measure agent productivity and customer service levels
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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.
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.
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.
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.
Experience Zoom Contact Center
Connect with a Zoom expert today and experience the benefits of a cloud contact center solution.
