Zoom Contact Center

Humanizing customer experience with AI
Deliver seamless, highly personalized customer care on one familiar platform with industry-leading cloud contact center software.

A cloud contact center built for the future of CX

Outpace customer expectations
Meet your customers on all channels and provide instant, accurate resolution 24/7 with a conversational AI chatbot.

Use AI to upskill and enhance agent care
Empower agents with real-time AI assistance, easier scheduling, and coaching insights from every interaction.

Speed up contact resolution and boost ROI
Increase customer and agent satisfaction by using AI to reduce after-call work, simplify queues, and decrease hold times.

Provide smart self-service with Zoom Virtual Agent

Improve first-contact resolution
Get it right the first time. Mimic your best agents to deliver personalized responses through CRM, knowledge base, and support system integrations.

Boost CSAT with a human-touch
Get your customer to the correct live agent by intelligently routing the interaction along with the conversation history at the point of escalation.

Drive faster outcomes
Free up agents for more complex problems by identifying interactions that can be handled automatically by your virtual agent.

Meet your customers where they are

Provide the freedom of channel choice
Create a seamless experience no matter where customers engage: SMS, social, chat, voice, or video.

Tailor interactions to suit your customers
Simplify and add a personal touch to engagements by ensuring all channels look and feel like your brand.

Reduce frustration, capture the entire customer journey
Avoid repetitive conversations by giving agents summaries of the entire customer history across all channels.

Boost agent morale, build customer loyalty

Reduce repetitive tasks and improve productivity with AI
Enjoy more efficiencies and reduce customer frustration by automating agent note-taking and post-interaction summaries.

Speed up knowledge access
Provide the right response in real time by giving agents access to your company’s records and data in one centralized knowledge base.

Empower agents with personalized coaching and schedule control
Give your team a sense of purpose and improve performance with scorecards, guided training, and shift bidding.

Deliver better business outcomes

Simplify operations with one platform
Lower costs and remove complexity by bringing together your communications and contact center on a single cloud platform.

Beat SLAs by deploying the right agents
Better predict call volumes and staffing through automated forecasting, scheduling, and intraday management.

Harness efficiencies with actionable insights
Be proactive, not reactive by accessing trending topics, CSAT, and the root cause of complaints.