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Zoom Contact Center
Redefine your customer engagement with Zoom Contact Center
Intelligent Self-Service and Routing
Provide instant, accurate resolutions 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.
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 sources of truth content
Drive faster resolution
Seamless handoff with chat history so agents can efficiently take over where the AI chatbot left off.
Solve issues fast and 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.
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.
Streamline your call center workflows
Improve agent productivity and customer engagement by seamlessly integrating business applications. Use our out-of-the-box integrations with platforms such as Salesforce, Zendesk and ServiceNow.
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. Routing profiles route engagements based on a prioritized combination of previously-created skills.
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. Understand your contact center's service levels, wait times, call volumes and more.