Zoom Contact Center vs. Zoom Phone Comparison


Zoom Contact Center Zoom Communications	Zoom Phone Zoom Communications	+	+
Learn More Update Features	Visit Website	Add To Compare	Add To Compare



About Zoom Contact Center is an AI-powered, omnichannel contact center platform that helps businesses manage customer service, sales, and support interactions across multiple communication channels. The software brings together voice, video, email, live chat, SMS, and social media messaging within a unified customer engagement environment. Its intelligent routing capabilities connect customers with appropriate agents based on their needs, agent skills, availability, and customer history. Zoom Contact Center provides AI-assisted conversation summaries, real-time agent guidance, sentiment analysis, and automated follow-up recommendations. The platform also offers call recording, interactive voice response (IVR), outbound dialing, customer journey analytics, and integrations with CRM systems. Additional workforce management, quality management, and virtual agent capabilities help organizations automate customer service workflows, evaluate employee performance, and improve contact center operati		About Zoom Phone is an AI-powered cloud-based business phone system that provides voice calling, messaging, and unified communications through a Voice over Internet Protocol (VoIP) platform. The software enables employees to make and receive business calls from desktop computers, mobile devices, and compatible desk phones. Its calling features include auto receptionists, call queues, call forwarding, voicemail, call recording, SMS, and intelligent call routing. Built-in AI capabilities provide post-call summaries, voicemail transcription, action item extraction, and automated follow-up assistance. Zoom Phone also supports an optional AI receptionist that answers customer inquiries, schedules appointments, and transfers calls to appropriate employees. The platform integrates with Zoom Meetings, Zoom Chat, Salesforce, Microsoft, Google, and other business applications while providing centralized administration and call analytics.
		Why Zoom Phone is Better than Zoom Contact Center For organizations that primarily need a business phone system rather than a full customer-service operation, Zoom Phone is the better fit: it provides calling, domestic SMS/MMS, online fax, call recording, auto attendants, call queues, and business-number portability from desktop, mobile, web, or supported desk phones. It also offers native PSTN coverage in more than 49 countries, bring-your-own-carrier options, local-survivability failover, and integrations with tools such as Salesforce, HubSpot, Microsoft Teams, Slack, and Google. Zoom Contact Center is designed for dedicated service teams managing omnichannel customer engagements, with advanced routing, agent workflows, email, social messaging, outbound dialers, workforce management, and quality management; those capabilities can be unnecessary complexity for companies focused on everyday employee calling. See more
Platforms Supported Windows Not Supported Mac Not Supported Linux Not Supported Cloud Supported On-Premises Not Supported iPhone Not Supported iPad Not Supported Android Not Supported Chromebook Not Supported		Platforms Supported Windows Supported Mac Supported Linux Not Supported Cloud Supported On-Premises Not Supported iPhone Supported iPad Supported Android Supported Chromebook Not Supported
Audience Customer service departments, contact center managers, support agents, sales teams, customer experience leaders, workforce management professionals, quality assurance teams, IT administrators, and organizations seeking AI-powered omnichannel communications, intelligent call routing, automated customer support, and contact center performance management		Audience Small and medium-sized businesses, enterprises, IT administrators, remote and hybrid teams, sales departments, customer service teams, office managers, and organizations seeking cloud-based business calling, AI-powered phone assistance, centralized call management, and unified communications
Support Phone Support Supported 24/7 Live Support Not Supported Online Supported		Support Phone Support Supported 24/7 Live Support Supported Online Supported
API Offers API Not Supported		API Offers API Supported
Screenshots and Videos View more images or videos		Screenshots and Videos View more images or videos
Pricing $69 per agent per month Free Version Not Supported Free Trial Not Supported		Pricing $10.50/user/month Free Version Not Supported Free Trial Supported
Reviews/Ratings Overall 0.0 / 5 ease 0.0 / 5 features 0.0 / 5 design 0.0 / 5 support 0.0 / 5 This software hasn't been reviewed yet. Be the first to provide a review: Review this Software		Reviews/Ratings Overall 4.4 / 5 ease 4.9 / 5 features 4.5 / 5 design 4.5 / 5 support 4.5 / 5 Read all reviews
		Pros from Real Users Pros 1. It is available on both Android and iOS platform. 2. It does not heat up the phone or use a lot of RAM while running. 3. Furthermore, it has all the important features like screen sharing and recording even in the mobile version. 4. The layout of the user interface is intuitive ad makes the application easy to use. 5. It allows switching between mobile application and desktop application of Zoom easily. - The user interface of the application is simple, and the navigation is smooth. - It is available on all the platforms. - All the important features are present on the bottom navigation bar. - It allows screen sharing without any lags. - It runs smoothly on all the devices without consuming a lot of RAM. 1. The application is available for all the mobile platforms and run smoothly on all the devices. 2. It has pretty, much all the features compared to the desktop version. 3. By running on a mobile device, it makes it extremely portable and accessible to attend meetings anywhere. 4. The user interface of the application is designed in a way that it can be used by anyone with little to no technical background. Integrates seamlessly with zoom video conferencing. Flexible VOIP solution (app on computer or cell). Ported existing numbers. Auto attendant and call queues are great. - Zoom phone is a lightweight version of zoom for phone. - It runs smoothly in all the mobile devices. - It has all the basic features of zoom. _ it is pretty easy to use, along with a beautifully designed user interface. - The quality of audio and video calls does not drop a lot, even on slow internet. It is super easy to use and to take your Zoom meetings on the go, like places you can't comfortably have a computer. Easy to use, controls are easily found. Being able to join a meeting while travelling is convenient. Easy to use and connect. Great to use for professional meeting. Multi platform supported. Good audio and video quality. - Audio and video of meetings in zoom phone is well-balanced and clear. - It is easy to use, and the customer support is very responsive and fast in solving problems. - The user interface of the application is beautiful to use. The price for basic service is comparable to other providers. Not sure that this is a "pros" exactly.
Training Documentation Supported Webinars Not Supported Live Online Not Supported In Person Not Supported		Training Documentation Supported Webinars Supported Live Online Supported In Person Not Supported
Company Information Zoom Communications Founded: 2011 United States www.zoom.com/en/products/contact-center/		Company Information Zoom Communications Founded: 2011 United States zoom.com
Alternatives Zoom Phone Zoom Communications		Alternatives 3CX
Dialpad Support Dialpad		Intermedia Unite Intermedia
Local Measure Engage Local Measure		Dialpad Connect Dialpad
Google Cloud Contact Center AI Google		Allo
Microsoft Dynamics 365 Contact Center Microsoft View All		Ooma Office Ooma View All
Categories AI Call Center Supported Call Center Supported Contact Center as a Service (CCaaS) Supported		Categories AI Phone Answering Agents Supported AI Receptionists Supported Business Phone Systems Supported Business VoIP Supported Cloud PBX Supported Online Fax Supported Telephony Supported Video Conferencing Supported Web Conferencing Supported
		Show More Features Business Phone Systems Features Call Logging Supported Call Monitoring Supported Call Recording Supported Call Routing Supported Employee Directory Supported IVR / Voice Recognition Supported Mobile Access Supported Virtual Call Center Not Supported Web Conferencing Supported Business VoIP Features Call Parking Supported Call Recording Supported Contact Management Supported Encryption Supported IVR / Voice Recognition Supported Ring Groups Supported SIP Trunking Supported Unified Communications Supported Voice Quality Enhancement Supported Cloud PBX Features Call Recording Supported Call Routing Supported IVR / Voice Recognition Supported Ring Groups Supported SIP Trunking Supported Virtual Extensions Supported Web Conferencing Supported
Integrations Zoom Supported Zoom Revenue Accelerator Supported Zoom Webinars Supported Zoom Whiteboard Supported Zoom Workplace Supported ZoomMate Supported Attention Not Supported Balto Not Supported Desk Manager Not Supported Eventide Elevate Not Supported FlexPoint Not Supported Flip Supported Jiminny Not Supported Nectar DXP Not Supported NiCE CXone Mpower Not Supported Outdoo AI Not Supported Wiser Not Supported Zoom Contact Center Not Supported Zoom Events Supported Zoom Workforce Engagement Management Supported Show More Integrations View All 14 Integrations		Integrations Zoom Supported Zoom Revenue Accelerator Supported Zoom Webinars Supported Zoom Whiteboard Supported Zoom Workplace Supported ZoomMate Supported Attention Supported Balto Supported Desk Manager Supported Eventide Elevate Supported FlexPoint Supported Flip Not Supported Jiminny Supported Nectar DXP Supported NiCE CXone Mpower Supported Outdoo AI Supported Wiser Supported Zoom Contact Center Supported Zoom Events Not Supported Zoom Workforce Engagement Management Not Supported Show More Integrations View All 144 Integrations
Claim Zoom Contact Center and update features and information Claim Zoom Contact Center and update features and information