Connected journeys

Deliver satisfaction with every customer interaction

With Zoom Contact Center, seamless interactions across all touchpoints deliver
consistent, personalized experiences that help boost satisfaction and drive loyalty.

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Get faster resolutions with AI routing

Advanced AI routing analyzes customer queries in real time, identifying intent and matching customers with qualified agents based on skills, availability, and performance data. AI gets smarter with every interaction — reducing handle times and solving problems from the first call.

Don't make customers repeat themselves

Maintain customer profiles, conversation context, and engagement history across touchpoints — whether SMS, email, social, chat, voice, or video — enabling seamless transitions between real-time and asynchronous channels without losing context or making customers repeat themselves.

Protect PII during agent assist sessions

Allow agents to co-browse websites securely with customers in real time while the system automatically masks sensitive data like credit cards and passwords — protecting customer privacy without limiting agents' ability to assist.

Automate outbound calls without agent involvement

Agentless voice dialer makes outbound calls, allowing customers to self-serve through IVR or connect with live/virtual agents quickly based on their needs. Perfect for routine reminders or order status updates — all without requiring staff to make the calls.