CONTACT CENTER (CCAAS) · BY ZOOM
Zoom Contact Center
Last verified
Not a fit when you need
PCI-safe phone payments: missing dtmf masking for card payments, take payments in ivr.
Call routing: missing business-hours routing rules, call forwarding to any number, ring several devices at once.
Sales dialing: missing power dialer, do-not-call list management, call recording.
Auto attendant: missing auto attendant menu, business-hours routing rules, call forwarding to any number.
Call recording: missing call recording, configurable recording retention.
Click-to-call and in-app calling: missing webrtc calling sdk, click-to-call web widget.
Debt collection calls: missing power dialer, do-not-call list management, calling-hours restrictions by recipient time zone, call frequency caps per contact, call recording.
Overflow answering: missing takes overflow when your line is busy, takes and delivers messages, transfers calls to staff.
WhatsApp customer support: missing whatsapp business platform access, shared team inbox for messages.
Workforce management: missing volume forecasting, agent scheduling.
Fit by use case
Required features passed for each job, plus rank among tracked products for that job.
Partial fit · 16
Omnichannel support3/4#5 of 13Support call queues3/4#11 of 27Call monitoring and QA2/3#5 of 13IVR self-service2/3#12 of 36Queue callback1/2#9 of 13Speed to lead1/2#29 of 32PCI-safe phone payments1/3#9 of 22Call routing1/4#21 of 27Sales dialing1/4#20 of 21Auto attendant0/3#27 of 27Call recording0/2#27 of 27Click-to-call and in-app calling0/2#22 of 22Debt collection calls0/5#21 of 21Overflow answering0/3#27 of 27WhatsApp customer support0/2#37 of 37Workforce management0/2#13 of 13True monthly cost
Includes add-ons required for Call and speech analytics (none required).
| Users | List price | Forced add-ons | Effective | vs median |
|---|---|---|---|---|
| 5 users | €283Essentials | €0 | €283 | +89% |
| 25 users | €1,415Essentials | €0 | €1,415 | +89% |
| 100 users | €5,658Essentials | €0 | €5,658 | +89% |
List price: cheapest plan at that volume, including any base fee and overage. Effective adds the forced add-ons. Median of 5 other tracked products priced on users in the same currency. Full pricing breakdown
Price history
Essentials plan, 1 recorded price
Reliability (90 days)
Integrations
- Salesforce · native
- Zendesk · native
- Servicenow · native
Compliance
Acceptance by industry
No acceptance records.
Alternatives
Ranked by overlap on use-case fit (50%), tool type (30%) and price band (20%). Not by opinion. All alternatives
| Product | Overlap | Choose it instead if | 25 users | Compare |
|---|---|---|---|---|
| Talkdesk | 80% | 4 native integrations vs 3 | — | Compare |
| Genesys Cloud | 50% | Shares 0 use cases | — | — |
| RingCX | 50% | 4 native integrations vs 3 | — | — |
| Amazon Connect | 44% | Shares 2 use cases | — | Compare |