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Zoom Contact Center
What Zoom Contact Center 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 features include Expert Assist guidance for agents, alerts for supervisors, and suggested breaks for agent well-being. Role-based dashboards show live and historical data; reports can be exported or connected to business intelligence tools through APIs. Zoom describes pre-built integrations and open APIs, and names Salesforce, ServiceNow, Google Dialogflow CX, WhatsApp, and inbound Gmail email integration. Cobrowse can mask sensitive data while agents guide customers online. Essentials includes inbound voice, video, chat, and SMS, Flow Editor and IVR, real-time transcription, and agent CTI integration. Premium adds email and social channels, outbound dialers, and cobrowse; Elite adds AI Expert Assist, Advanced Quality Management, and Workforce Management. Listed prices are $69 a month billed annually or $85 per user per month billed monthly for Essentials; $99 a month billed annually or $119 per user per month billed monthly for Premium; and $149 a month billed annually or $179 per user per month billed monthly for Elite.
Who it suits
It is intended for teams managing customer interactions across voice and digital channels. The available channels and workforce tools depend on the selected plan.
What it does well
- Combines voice, video, chat, SMS, email, and social media
- Routes interactions while preserving customer context
- Role-based dashboards show live and historical data
- Reports can connect to business intelligence tools through APIs
What to know first
- No free plan is listed
- Email, social, outbound dialers, and cobrowse require Premium
- Workforce Management is listed with Elite
- PSTN calls may not be encrypted
Limits
There is no free plan. Essentials Contact Center covers inbound voice, video, chat and SMS; email, social channels, outbound dialers and cobrowse are listed with Premium, while Workforce Management is listed with Elite.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Essentials Contact Center | Inbound channels: voice, video, chat, and SMS · Flow Editor and IVR · Real-time transcription · Agent CTI integration | On request |
| Essentials Contact Center | Inbound channels: voice, video, chat, and SMS · Flow Editor and IVR · Real-time transcription · Agent CTI integration | On request |
| Premium Contact Center | All Essentials features · Email and social channels · Progressive and preview outbound dialers · Cobrowse | On request |
| Premium Contact Center | All Essentials features · Email and social channels · Progressive and preview outbound dialers · Cobrowse | On request |
| Elite Contact Center | All Premium features · AI Expert Assist · Advanced Quality Management · Workforce Management | On request |
| Elite Contact Center | All Premium features · AI Expert Assist · Advanced Quality Management · Workforce Management | On request |
| Elite | annually; $179.00/user per month billed monthly · Premium features · AI Expert Assist · Advanced Quality Management · Workforce Management · Live AI Interpreter | $149 a month |
| Essentials | annually; $85.00/user per month billed monthly · inbound voice, video, chat, SMS · Flow Editor + IVR · surveys / VoC · included AI | $69 a month |
The first 8 of 9 plans, as zoom.com lists them, read 23 Sept 2026. The maker's own page has the final word. Every plan
Getting started
- Open Zoom’s Contact Center website.
- Choose among Essentials Contact Center, Premium Contact Center or Elite Contact Center.
- Request pricing for the selected Contact Center plan.
- Select a plan tier based on the listed channels and tools you need.
- Use Zoom’s support Help Center for product assistance.
Verdict
Zoom Contact Center offers multichannel routing, reporting, and plan-dependent AI and workforce tools. Review the plan prices and channel requirements before choosing a tier.
Questions
Is there a free plan?
No. Zoom Contact Center is listed as paid, with pricing on request.
Which platforms are supported?
Listed platforms are Android, API, iOS, macOS, web and Windows.
What are the Contact Center plan tiers?
Essentials Contact Center includes inbound voice, video, chat and SMS, Flow Editor and IVR, real-time transcription and agent CTI integration. Premium adds email and social channels, outbound dialers and cobrowse; Elite adds AI Expert Assist, Advanced Quality Management and Workforce Management.
What prices are listed?
Contact Center plan pricing is on request. A separate Essentials, Premium and Elite price listing gives 69.00 USD, 99.00 USD and $149 a month billed annually, or $85.00, $119.00 and $179.00 per user per month billed monthly.
Which integrations are named?
Zoom names Salesforce, ServiceNow, Google Dialogflow CX, WhatsApp and inbound Gmail email, alongside pre-built integrations and open APIs.
How is media protected?
Zoom says 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.
Facts from Zoom Contact Center's own pages
- Add-ons
- The pricing comparison lists Virtual Agent, CX Insights, and AI Intent Routing as available add-ons across all three plans. · zoom.us, 11 Oct 2026
- AI tools
- The product page describes AI Expert Assist guidance for agents, AI alerts for supervisors, and AI suggested breaks for agent well-being. · zoom.com, 11 Oct 2026
- Analytics
- Role-based dashboards provide live and historical data, and reports can be exported or connected to business intelligence tools through APIs. · zoom.com, 11 Oct 2026
- Audience
- Zoom describes Contact Center as part of its Zoom CX ecosystem for teams delivering customer service and managing customer interactions across channels. · zoom.com, 11 Oct 2026
- Compliance
- Zoom says its Contact Center and PCIpal integration is PCI compliant as a service provider under PCI DSS v4.0.1. · zoom.com, 11 Oct 2026
- Digital channel scope
- omnichannel · zoom.com, 23 Sept 2026
- Free plan
- No · zoom.com, 23 Sept 2026
- Inbound calling
- Yes · zoom.com, 23 Sept 2026
- 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. · zoom.com, 11 Oct 2026
- IVR builder
- Yes · zoom.com, 23 Sept 2026
- Outbound dialer
- Yes · zoom.com, 23 Sept 2026
- PII protection
- The product page says cobrowse can automatically mask sensitive data while agents guide customers online. · zoom.com, 11 Oct 2026
- Plan availability
- Email and social channels, outbound dialers, and cobrowse are listed with Premium, while Workforce Management is listed with Elite. · zoom.us, 11 Oct 2026
- Product
- Zoom Contact Center is a cloud contact center that combines voice, video, chat, SMS, email, and social media on one connected platform. · zoom.com, 11 Oct 2026
- Routing
- The product routes interactions in real time to agents or experts and preserves customer context and history across channels for handoffs. · zoom.com, 11 Oct 2026
- 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. · library.zoom.com, 11 Oct 2026
- Support
- Zoom provides a support Help Center for product assistance. · support.zoom.com, 11 Oct 2026
- Workforce management
- Yes · zoom.com, 23 Sept 2026
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