Discover the Benefits of a Cloud Contact Center

Because cloud contact centers are open and extensible, they can easily integrate with your pre-existing tools, providing a more intuitive and streamlined experience for call center agents. When combined with your unified communications platform, Zoom Contact Center delivers the same simple experience users have come to know, and greatly minimizes the learning curve for agents.

Today’s IT teams need solutions that are flexible to deploy and easy to integrate with other applications and systems.

Likewise, today’s workforce requires flexible solutions that can work from anywhere. With a cloud contact center, agents have access to the same features and customer data whether they work from home, in the office or a combination of both.

As companies grow and technology evolves, so do their needs for new capabilities. Cloud contact center solutions make it easy to select new services, add additional agent licenses, increase security features, test new tools, and integrate the contact center into the critical applications you use to run your business so you can improve workflows and organizational responsiveness regardless of how fast your business grows.

Traditional call centers typically include clunky hardware or legacy PBX systems that require a substantial upfront investment and are expensive to operate and maintain. This technology gets even more costly and resource-intensive as it nears its end of life. Contact centers built in the cloud are continuously being enhanced with new features, fixes, and functionality. This means all your employees benefit from enhancements without the need for IT staff to do the onsite upgrades. A cloud solution also allows you to pay only for the services you need and doesn’t require you to replace hardware every time you upgrade.

Cloud-based contact centers enable greater feature velocity and innovation so you can create differentiating experiences that help your business stand apart from the competition. With the freedom and flexibility to communicate across devices, browsers, or locations, cloud contact center solutions enable businesses to deliver seamless customer service experiences.

Provision phone numbers and program a contact center flow in minutes with Zoom Contact Center’s drag-and-drop modules. With no coding required, it’s easy to automate your customer interactions with automatic speech recognition, recordings, and text-to-speech.

Cloud contact centers offer easy integrations with CRM software, productivity tools, and unified communications platforms. Zoom Contact Center allows you to simplify the call routing process and embed web chat, video, recordings, and more directly into your customer journeys. Your telephony system, interactive voice response (IVR), and automatic call distribution (ACD) can also seamlessly integrate with your business tools and databases for more efficient and effective call routing.

A CCaaS enables contact center teams to optimize agent productivity and the customer experience with access to robust analytics that measure productivity, call performance, quality management, and self-service metrics through real-time and historical data.

Cloud contact centers use advanced routing techniques that enable you to add intelligence to the customer journey including crawling through applications and source of truth documents to personalize the customer experience. This intelligence also improves agent efficiency, by routing calls to specialized agents based on parameters such as digital channel, skill and proficiency level, or the customer’s phone number.

Because they integrate with industry-leading collaboration and CRM tools, cloud contact centers are managed by commercial cloud data centers that feature advanced disaster recovery programs and SOC 2 Type 2 certifications. Zoom Contact Center is built on the same secure Zoom platform and encrypts all real-time media (audio, video, screen sharing) with 256-bit AES-GCM encryption.