- Website
- www.zoom.com
- Pricing
- Subscription
Zoom’s product page describes Zoom Contact Center as a cloud contact centre combining voice, video, chat, SMS, email and social media on one platform, part of a wider Zoom CX set that includes Virtual Agent, AI Expert Assist, Workforce Management and Advanced Quality Management.
Features Zoom lists
- Real-time routing to the best agent, with customer context kept across channels, and masking of sensitive data in agent-guided sessions.
- Virtual Agent for 24/7 self-service that escalates to live agents with history preserved.
- AI Expert Assist for real-time guidance, and AI-based quality management and scheduling.
- Real-time queue visibility and role-based dashboards, with API access to BI tools.
- Integrations including Salesforce, ServiceNow, Google Dialogflow CX and WhatsApp, and more than 2,500 in the Zoom App Marketplace.
Plans
Essentials, Premium and Elite tiers, priced per user per month billed annually; the page text did not show dollar amounts. AI Expert Assist, Advanced Quality Management and Workforce Management come with Elite.
Claims on the page
A customer-reported 90% reduction in call abandonment and a 50% self-service containment rate (attributed to Cricut), and recognition in the 2025 Gartner Magic Quadrant for CCaaS. These are vendor-presented claims. In October 2026 Zoom announced a Unified Context Layer for its CX products.