Zoom Reviews, Ratings & Features 2026 | Gartner Peer Insights

Gartner defines contact center as a service (CCaaS) as solutions offering SaaS-based applications that enable customer service departments to manage multichannel customer interactions holistically from both a customer-experience and employee-experience perspective. CCaaS is a key technology platform used to support the customer service experience, whether it be self-service or assisted by customer service representatives. All organizations need to offer customer assistance. The preference is for remote support via voice and digital channels over physical presence in offices and stores, though it is common for organizations to offer multiple options. The ambition is for customers to self-serve assistance, through web portals or chatbots. But it is also recognized that complex issues still need the support of employees. CCaaS technology is instrumental in orchestrating both self- and assisted-service engagement with customers. The technology can also manage the quality of engagement between the customer and the customer service representative, recognizing that premium customer experiences are achieved through premium employee experiences.

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Contact Center as a Service

Zoom Contact Center

Zoom

Sr. Account Officer

It offers a comprehensive omnichannel customer engagement platform that brings voice, chat, email, SMS, and social
messaging in a single interface making it easier to track customer interactions and respond quickly.

50M - 250M USD

<50M USD

500M - 1B USD

250M - 500M USD

Gov't/PS/ED <5,000 Employees

3B - 10B USD

1B - 3B USD

10B - 30B USD

Gov't/PS/ED 5,000 - 50,000 Employees

coordinator

It does the basics really well, and since its based on the zoom platform its fairly easy to  get started.  Because if this, there is a feeling if limited potential (some customization could be better).

Courtiere En Prets Immobiliers

Zoom Contact Centre is a unified communication software. I use the software for campaign management and to connect with real estate customers in real-time. The product has pre-built in features for feedback management and an outbound call centre. It is also customizable to unique customer needs. Use of the software has ensured a personalised customer experience and enabled us to connect and collaborate with our customers and property agents. Zoom Contact Centre is easy to use and has responsive customer support service providers.

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Bright Pattern

Zoom is an all-in-one intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic for businesses and individuals. Zoom technology puts people at the center, enabling meaningful connections, facilitating modern collaboration, and driving human innovation through solutions like Team Chat, Phone, Meetings, omnichannel cloud Contact Center, AI Companion, Whiteboard, and more, in one offering. 

Bring teams together, reimagine workspaces, engage new audiences, and delight your customers ‚Äì‚Äì all on the Zoom platform you know and love. üíô

Zoomies help people stay connected so they can get more done together. We set out on a mission to make video communications frictionless and secure by building the world‚Äôs best video product for the enterprise, but we didn‚Äôt stop there. With products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinar, we bring innovation to a wide variety of customers, from the conference room to the classroom, from doctor‚Äôs offices to financial institutions to government agencies, from global brands to small businesses.

We do what we do because of our core value of Care: care for our community, our customers, our company, our teammates, and ourselves. Our global employees help our customers meet happier, communicate better, and create meaningful connections the world over. Zoomies are problem-solvers and self-starters, working hard to get results and moving quickly to design solutions with our customers and users in mind. Here, you‚Äôll work across teams to dig deep into impactful projects that are changing the way people communicate, and find room to grow with opportunities to stretch your skills and advance your career in a diverse, inclusive environment. 

Learn more about careers at Zoom by visiting our careers site: https://careers.zoom.us/home

Zoom is a platform designed for enabling seamless and secure video communications. Its main mission is to provide frictionless video interaction solutions, catering to a broad spectrum of users. The company offers a suite of products such as Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinar. These innovations cater to a vast array of sectors, from education to healthcare to finance and government, assisting both established brands and small businesses. Central to the company's ethos is the value of Care, which guides how it serves its community, customers and team members. The team at Zoom is comprised of nimble problem-solvers and self-starters who are dedicated to developing impactful projects that revolutionize the way people interact. The company encourages skill enhancement and career advancement within its diverse, inclusive environment.

Reviews

Ratings Overview

Overall experience with

Favorable Review

Integrated Sentiment Analysis and Reporting Tools Support Optimized Workforce Operations

Critical Review

All-In-One System Prioritizes Ease Of Use Over Advanced Personalization

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