A cloud contact centre 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 personalised 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 centralised 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.
Compare All Features
| Core Features | Essentials | Premium |
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| Voice, Video, Chat, And SMSHelp Tooltip Icon | 
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| Flow Editor + IVRHelp Tooltip icon |
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| Real-Time TranscriptionHelp Tooltip icon |
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| Remote ControlHelp Tooltip icon |
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| Agent CTI Integration |
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| Surveys / VoCHelp Tooltip icon |
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| Data Privacy |
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| AI Companion for Contact CenterHelp Tooltip icon |
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| Social |
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| Outbound DialersHelp Tooltip icon |
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| Cobrowse |
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| AI Expert AssistHelp Tooltip icon | Available on the Elite Plan | Available on the Elite Plan |
| Quality Management | Available on the Elite Plan | Available on the Elite Plan |
| Workforce ManagementHelp Tooltip icon | Available on the Elite Plan | Available on the Elite Plan |
| Virtual Agent | Available as add on | Available as add on |
Zoom Contact Centre Frequently Asked Questions
Zoom Contact Centre Frequently Asked Questions
Zoom Contact Centre is a modern, cloud-based platform that combines voice, video, chat, and email into a single solution. Unlike traditional contact centres, it integrates seamlessly with Zoom Meetings and other collaboration tools, making it ideal for hybrid and remote teams.
Yes, Zoom Contact Centre is designed to be scalable and flexible, making it suitable for SMEs and large enterprises. Whether you’re handling a small team or a large operation, the platform can adapt to meet your specific needs.
With omnichannel capabilities, agents can interact with customers across their preferred channels while accessing unified customer data. Features like AI-powered routing, call analytics, and real-time insights ensure faster query resolution and personalised support.
As a Zoom partner, Elite Group provides end-to-end support, including consultation, deployment, training, and ongoing management. We ensure a smooth setup and continued optimisation to meet your business goals.
Absolutely. Zoom Contact Centre is built with enterprise-grade security and compliance in mind. It includes features like end-to-end encryption, data residency options, and compliance with standards like GDPR and PCI DSS.
Interested in Zoom Contact Centre for your business?
Looking to transform your customer interactions? With Zoom Contact Centre, you can deliver exceptional experiences across voice, video, chat, and email – all in one seamless platform. Get in touch with Elite Group today to explore how we can help you implement, support, and manage this powerful solution for your business. Let’s elevate your customer engagement together!
