Benefits of a Cloud Contact Centre Solution
Outpace Customer Expectations with Omnichannel
Meet your customers on any channel and provide fast, accurate resolutions 24/7. Zoom Contact Centre + Virtual Agent cover voice, video, chat and social. Customers start on any channel and escalate to video with full context; agents gain a 360° history for faster, more personal service.
Use AI To Upskill and Enhance Support Teams
Empower agents with real-time AI guidance and insights to resolve issues faster and more effectively. AI Expert Assist simplifies and shortens post call wrap up with interaction summaries and auto disposition.
Global 99.999 % Uptime
Zoom Contact Centre offers a 99.999% SLA backed by a redundant, scalable architecture. For total business continuity, its Local Survivability feature keeps calls active even during internet outages, while robust SOC 2, ISO 27001, and GDPR compliance ensures the security and trust required for enterprise communications.
Work From Anywhere, On Any Device
Cloud-based access breaks down barriers, enabling seamless work from anywhere on any device. Your distributed teams stay connected and always available to customers, boosting both flexibility and responsiveness
Drive Continuous Improvement - with Insighful Dashboards
Monitor key KPIs live, track adherence, and refine performance using AI-driven dashboards and analytics across phone, meetings and contact centre. All within one unified portal
Future-Proof Your PBX with Integration and AI
Zoom offers maximum flexibility with a best-of-breed hybrid approach. Deploy Zoom Phone standalone, embed it in Microsoft Teams, or integrate it with existing PBXs and preferred BYOC carriers. This seamless integration strategy protects prior investments and immediately adds modern, AI-driven features across your contact centre and voice infrastructure, including leading CRM platforms.
Challenges facing CX Leaders
Struggling to keep up with customer expectations
75%
of customers crave more personalized experiences.
How Zoom Contact Centre helps: Understanding customer sentiment is crucial for delivering exceptional service. Zoom's AI-powered sentiment analysis tools analyse customer interactions in real-time, detecting emotions and identifying potential issues before they escalate. This proactive approach helps in resolving concerns promptly and improving overall customer satisfaction.
Pressure to deliver better business outcomes
50%
of CX leaders expect their budget to stay flat or grow less than 5% in 2025.
How Zoom Contact Centre helps: Anticipating customer needs is key to delivering personalised experiences and better business outcomes. Zoom's predictive analytics solution utilises AI algorithms to analyse historical data, identify patterns, and predict future customer behaviour. Armed with this insight, businesses can tailor their strategies to meet individual customer preferences, driving engagement and loyalty. Happier customers, increased CSAT and less customer churn. Resulting in overall Operational effieciency gains and increased Sales growth
Low agent morale and high turnover of staff
82%
of contact centre leaders say agents spend too much time on inefficient processes.
How Zoom Contact Centre helps:
Zoom Contact Centre focuses on the Agent Experience by giving them better tools, reducing repetitive tasks, and providing a less stressful, more supportive environment, which directly translates to higher morale and lower attrition. Automated Summaries, Agent Assist, Actionable Items and Workforce Engagement Management (WEM), all within a unified platform empower agents to optimize their processes and deliver exceptional service consistently.
Zoom Virtual Agent: Conversational chatbot and voice agent that provides 24/7 self-service customer support.
Improve first-contact resolution
Get it right the first time. Mimic your best agents to deliver personalised responses through CRM, knowledge base, and support system integrations.
Boost CSAT with a human-touch
Get your customer to the correct live agent by intelligently routing the interaction along with the conversation history at the point of escalation
Drive faster outcomes
Free up agents for more complex problems by identifying interactions that can be handled automatically by your virtual agent.
Advanced Analytics and Quality Management: Analyses conversations for sentiment and performance insights, optimising agent training and customer interactions.
Zoom's Voice Analytics in the Contact Centre leverages advanced natural language processing and machine learning to analyze customer interactions. It provides insights into agent performance, customer sentiment, and engagement quality. Key features include the ability to review recorded calls, generate performance scorecards, and identify trends in customer feedback. This data helps organisations enhance service quality, optimise training, and improve overall customer satisfaction. Additionally, it supports multi-channel interactions, integrating voice, video, and messaging for a comprehensive view of customer engagements.
Zoom AI Companion: Enhances productivity and collaboration at no extra cost, automating routine tasks and providing real-time insights.
Zoom's AI Companion is a generative AI assistant that enhances CX solutions by automating routine tasks and improving productivity. It summarises chats, generates meeting notes, and assists with emails, freeing up time for strategic work. The AI provides real-time insights during meetings, answering questions and enhancing decision-making. It streamlines workflows by summarising calls and offering feedback on interactions.
Why Zoom Contact Centre
Zoom's AI-first platform is constantly evolving to keep your business ahead of the curve. With Zoom AI Companion at the core, you gain intelligent insights, automated workflows, and predictive engagement across meetings, chats, calls, and customer service. You never have to worry about replacing your entire system; Zoom is designed to scale effortlessly with your growth, ensuring you remain efficient, responsive, and ready for whatever comes next.
Zoom is a globally recognised name with over 10 million paid Zoom Phone seats since 2019, making it the fastest-growing cloud phone system in history. This explosive growth speaks volumes about the reliability and innovation businesses worldwide are experiencing.
The Zoom App Marketplace has over 3,000 ready-to-use apps and integrations, including painless integration with Microsoft, Google Workspace and Salesforce. This allows you to easily connect, collaborate, and get more done wherever you work.
Zoom AI Companion is included at no additional cost for customers with paid Zoom licenses. Zoom AI Companion is a gernerative-AI digital assistant, that delivers powerful, real-time capabilities to help users improve productivity and work more effectively.
Why Phone Pulse
Zoom's Platinum partner in Ireland and their first Zoom Phone reseller in EMEA, Phone Pulse brings unmatched expertise to Irish businesses ready to modernise their communications.
Com Reg approved Internet Telephony Service Provider (ITSP)
Largest technical field service team providing on-site support nationwide
Project management of all aspects of the Design, Installation, Training and Go-live
Dedicated account manager
DELIVERING A RANGE OF COST EFFECTIVE AND TECHNOLOGY RICH SOLUTIONS
Which solution meets your needs?
On-Premise Phone Systems
Our evolving on-premise phone systems from LG offer cost-effective and technology rich solutions that can deliver for your business while driving down costs.
Cloud Based Phone Systems
The most secure frictionless video-first UC platform available. Leverage Zoom Phone, Zoom Rooms with Zoom Meetings to deliver a single vendor platform for Voice, Video, Chat, Rooms and Webinars.
Wireless Headset Solutions
Boost your in-store Customer Experience by installing a professional wireless headset system. Designed for Retail, Healthcare, Community Care and Quick Service environments.