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SPECIFICTION
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Zoom Contact Center

zoom.com

From $69/mo WebWindowsmacOSiOSAndroidAPI
Visit zoom.com
Spec score 8.5 #25 of 122 in Call Center Software

What it is

Zoom Contact Center is a cloud contact center that brings voice, video, chat, SMS, email, and social media together. It routes interactions to agents or experts in real time and carries customer context and history across channels during handoffs. AI tools include Expert Assist guidance for agents, alerts for supervisors, and suggested breaks for agent well-being. Role-based dashboards provide live and historical data, while reports can be exported or connected to business intelligence tools through APIs. The product lists pre-built integrations and open APIs, including connections named for Salesforce, ServiceNow, Google Dialogflow CX, WhatsApp, and inbound Gmail email. Cobrowse can mask sensitive data while agents guide customers online. Essentials includes inbound channels, Flow Editor and IVR, real-time transcription, and agent CTI integration. Premium adds email, social channels, outbound dialers, and cobrowse; Elite adds AI Expert Assist, Advanced Quality Management, and Workforce Management. Listed annual prices are $69 a month for Essentials, $99 a month for Premium, and $149 a month for Elite. Monthly billing is listed at $85.00, $119.00, and $179.00 per user per month, respectively. There is no free plan; pricing is also available on request.

Spec sheet

Product
Zoom Contact Center is a cloud contact center that combines voice, video, chat, SMS, email, and social media on one connected platform.Read 11 Oct 2026 · zoom.com
Audience
Zoom describes Contact Center as part of its Zoom CX ecosystem for teams delivering customer service and managing customer interactions across channels.Read 11 Oct 2026 · zoom.com
Free plan
NoRead 23 Sep 2026 · zoom.com
Integrations
The product page says it offers pre-built integrations and open APIs; its FAQ names Salesforce, ServiceNow, Google Dialogflow CX, WhatsApp, and inbound Gmail email integration.Read 11 Oct 2026 · zoom.com
Security
Zoom states that Contact Center real-time audio, video, and screen-sharing media is protected with 256-bit AES-GCM encryption between supported Zoom clients and within Zoom data centers; PSTN calls may not be encrypted.Read 11 Oct 2026 · library.zoom.com
Compliance
Zoom says its Contact Center and PCIpal integration is PCI compliant as a service provider under PCI DSS v4.0.1.Read 11 Oct 2026 · zoom.com
Support
Zoom provides a support Help Center for product assistance.Read 11 Oct 2026 · support.zoom.com
Add-ons
The pricing comparison lists Virtual Agent, CX Insights, and AI Intent Routing as available add-ons across all three plans.Read 11 Oct 2026 · zoom.us
AI tools
The product page describes AI Expert Assist guidance for agents, AI alerts for supervisors, and AI suggested breaks for agent well-being.Read 11 Oct 2026 · zoom.com
Analytics
Role-based dashboards provide live and historical data, and reports can be exported or connected to business intelligence tools through APIs.Read 11 Oct 2026 · zoom.com
Digital channel scope
omnichannelRead 23 Sep 2026 · zoom.com
Inbound calling
YesRead 23 Sep 2026 · zoom.com
IVR builder
YesRead 23 Sep 2026 · zoom.com
Outbound dialer
YesRead 23 Sep 2026 · zoom.com
PII protection
The product page says cobrowse can automatically mask sensitive data while agents guide customers online.Read 11 Oct 2026 · zoom.com
Plan availability
Email and social channels, outbound dialers, and cobrowse are listed with Premium, while Workforce Management is listed with Elite.Read 11 Oct 2026 · zoom.us
Routing
The product routes interactions in real time to agents or experts and preserves customer context and history across channels for handoffs.Read 11 Oct 2026 · zoom.com
Workforce management
YesRead 23 Sep 2026 · zoom.com

Plans and prices

Essentials Contact Center Price not published Inbound channels: voice, video, chat, and SMS · Flow Editor and IVR · Real-time transcription · Agent CTI integration Read 23 Sep 2026 · zoom.com
Essentials Contact Center Priced on request Inbound channels: voice, video, chat, and SMS · Flow Editor and IVR · Real-time transcription · Agent CTI integration Read 23 Sep 2026 · zoom.com
Premium Contact Center Priced on request All Essentials features · Email and social channels · Progressive and preview outbound dialers · Cobrowse Read 23 Sep 2026 · zoom.com
Premium Contact Center Price not published All Essentials features · Email and social channels · Progressive and preview outbound dialers · Cobrowse Read 23 Sep 2026 · zoom.com
Elite Contact Center Price not published All Premium features · AI Expert Assist · Advanced Quality Management · Workforce Management Read 23 Sep 2026 · zoom.com
Elite Contact Center Priced on request All Premium features · AI Expert Assist · Advanced Quality Management · Workforce Management Read 23 Sep 2026 · zoom.com
Essentials $69 a month annually; $85.00/user per month billed monthly inbound voice, video, chat, SMS · Flow Editor + IVR · surveys / VoC · included AI Read 11 Oct 2026 · zoom.us
Premium $99 a month annually; $119.00/user per month billed monthly Essentials features · email and social channels · outbound progressive and preview dialers · cobrowse Read 11 Oct 2026 · zoom.us
Elite $149 a month annually; $179.00/user per month billed monthly Premium features · AI Expert Assist · Advanced Quality Management · Workforce Management · Live AI Interpreter Read 11 Oct 2026 · zoom.us

Every Zoom Contact Center plan and price →

Strong points and limits

Strong points

  • Combines voice and digital channels
  • Preserves customer context across channel handoffs
  • Dashboards show live and historical data
  • APIs support reporting and integrations
  • Cobrowse can mask sensitive data

Limits

  • No free plan
  • Email, social, outbound dialers, and cobrowse require Premium or higher
  • Workforce Management is listed with Elite

Who it suits

Zoom Contact Center suits teams managing customer interactions across voice and digital channels. Its tiered plans cover core inbound contact-center functions through workforce management and advanced quality tools.

Verdict

Zoom Contact Center combines omnichannel routing, reporting, and agent and supervisor tools, with plan features that expand by tier. Compare the listed plan inclusions and billing terms, and request pricing if needed.

Where Specifiction places it

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