Zoom Contact Center

One platform, full context

Contact CenterSan Jose, California5,000+ employeesFounded 2022

#17 of 48 in Contact Center 25% positive in AI answers

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Visibility score

8.8%

+2.6% vs last week

Weekly run · Nov 3

Data collected Nov 3, 2026·ChatGPT, Perplexity, Google AI Mode·coverage 98.8%·next run Nov 9, 2026

Zoom Contact Center ranks #17 of 48 in Contact Center with an AI visibility score of 8.8 (SlateIndex, Nov 3, 2026).
Zoom Contact Center's visibility rose 2.6 points since the previous weekly run.
Zoom Contact Center is most visible on Perplexity (12.8) and least on Google AI Mode (5.9).
AI engines name Zoom Contact Center in 12 of the 30 Contact Center buyer prompts SlateIndex tracks.
gartner.com is the source AI engines cite most in answers about Zoom Contact Center, with 17 citations.

About

Company details for Zoom Contact Center

Zoom Contact Center is a contact center product from Zoom Communications, built on the same platform as Zoom Phone, Zoom Meetings and Zoom Chat. It unifies phone, chat, email, SMS, social and video in one agent view, and adds AI tools such as Virtual Agent and real-time agent suggestions. It ranks #17 of 48 in Contact Center on SlateIndex and has a visibility score of 8.8 in the latest weekly run.

Founded in 2022 and headquartered in San Jose, California, the company employs 5,000+ people. Its differentiator: contact center built on the same platform as Zoom Phone, Zoom Meetings and Zoom Chat.

Website: zoom.com
Categories: Contact Center
Company size: 5,000+ employees
Headquarters: San Jose, California
Founded: 2022
Company type: Division of Zoom Communications
Compliance: ISO/IEC 27001, ISO/IEC 27017, ISO/IEC 27018, ISO/IEC 27701, SOC 2 Type 2, CSA STAR Level 2, FedRAMP Moderate, PCI DSS

LinkedIn · linkedin.com/company/zoom X · x.com/Zoom

Read from linkedin.com, zoom.com, gartner.com, trustradius.com, customerexperiencedive.com, developers.zoom.us · refreshed Nov 2, 2026.

AI visibility

Latest weekly run · Nov 3 · next run Nov 9

Visibility score

8.8%

across Contact Center answers, weighted by position

ChatGPT7.7%

AI Mode5.9%

Perplexity12.8%

Change

+2.6%

vs last week’s run

Category rank

#17 of 48

in Contact Center

Mentions

in this week’s run

Share of voice

2.8%

of AI mentions in Contact Center

Visibility score trend

Weekly runs over the last 60 days, with up to 7 competitors. Click a name to hide or show its line.

Now8.8%

30-day changeup+2.6000000000000005pp

High · low8.8% · 6.2%

Rank#21 → #17

Zoom Contact Center gained 2.6 points over 1 weekly run in Contact Center. Genesys leads the category at 52.3%.

Media

Website and product screenshots for Zoom Contact Center

All media

Home page

AI mentions & citations

Recent answers that name Zoom Contact Center

All prompts

Most affordable contact center platform that is still reliable

Zoom Contact Center — best balance of features and price

ChatGPT · run of Nov 3

Which Contact Center tools offer annual discounts?

Zoom Contact Center – enterprise-oriented contact center offering.

ChatGPT · run of Nov 3

Which contact center platform has the best reviews?

Zoom Contact Center: Emerging as a major favorite for user familiarity (scoring around 4.6/5 on Gartner), heavily leveraging its video/phone foundation to offer smooth AI expert-assist features and easy…

Google AI Mode · run of Nov 3

Where can I sign up for a contact center platform?

Zoom Contact Center : Built directly on Zoom's communication ecosystem.

Google AI Mode · run of Nov 3

Which Contact Center tools offer annual discounts?

Perplexity · run of Nov 3

What should a contact center platform integrate with?

Unified Communications (UCaaS) : Connecting with office communication tools like Microsoft Teams or Zoom enables agents to easily collaborate with back-office experts, subject matter experts, or supervisors in real time.

Google AI Mode · run of Nov 3

What are the pros and cons of 8x8?

One important question: Are you evaluating 8x8 against RingCentral, Nextiva, Zoom Phone or another provider?

ChatGPT · run of Nov 3

What should a contact center platform integrate with?

Unified communications and collaboration: Microsoft Teams, Slack, Zoom, or similar tools for internal transfers and subject-matter-expert escalation.

Perplexity · run of Nov 3

Products & features

What Zoom Contact Center sells

Contact Center

Omnichannel contact center with phone, chat, email, SMS, social and video unified in a single agent view.

Virtual Agent

Handles multi-intent customer questions so human agents can focus on higher-value cases.

AI Expert Assist

Gives agents real-time suggestions, key action highlights and task automation.

CX Insights

Real-time analytics and conversation insights on customer experience trends.

New Agent Desktop

Rebuilt contact center workspace that puts customer context, engagement details and AI guidance on one screen.

Strengths engines cite

Familiar Zoom interface and user familiarity
Built on Zoom's collaboration ecosystem
Omnichannel video and voice platform
Strong reviews and ratings
Smooth AI expert-assist features

Target market & buyers

Customer Experience teams in small, midsize and enterprise organizations.

Notable customers include Oxfordshire County Council, Cricut, Vensure, AVI SPL, Al Tazaj, TIAA, Lyra Health, SolarWinds.

Industry	Primary use case
Government	Replaced legacy systems with Zoom Contact Center and reports a 55% reduction in wait times (Oxfordshire County Council).
Retail	Consolidated call handling into one platform with CRM connections, reducing call abandonment (Cricut).

Funding & recent developments

Funding

Latest known round	Total raised
—	—

Recent developments

Oct 2026ProductAccounts move to new Agent Workspace UI
All Zoom Contact Center accounts move to a new Agent Workspace UI.
Oct 2026ProductZoomtopia 2026 announcements
Zoom introduced a unified context layer, and Customer Workflow Orchestrator became available.
Oct 2026CompanyNiche Player in 2026 Gartner Magic Quadrant for CCaaS
Zoom Contact Center was placed in the Niche Player quadrant.
Aug 2026CompanyLeader in IDC MarketScape for Agentic CCaaS
Zoom was named a Leader in the IDC MarketScape for Agentic Contact Center as a Service Platforms 2026.
May 2026CompanyHigh double-digit contact center growth
Zoom reported high double-digit growth for its contact center business, driven by unified CCaaS and UCaaS deals.

Competitive landscape

How Zoom Contact Center compares with its top three alternatives

All alternatives

Zoom Contact Center most often appears alongside Genesys, Salesforce, Talkdesk CX Cloud in AI answers.

vsZoom Contact Center vs Genesys8.8% vs 52.3% visibility · Genesys leadsFull comparison vsZoom Contact Center vs Salesforce8.8% vs 46.2% visibility · Salesforce leadsFull comparison vsZoom Contact Center vs Talkdesk CX Cloud8.8% vs 26.1% visibility · Talkdesk CX Cloud leadsFull comparison

Brand	Visibility	Share of voice	vs last week	Starting price
Zoom Contact Center	8.8%	2.8%	up+2.6%	Pricing not available
Genesys	52.3%	8.9%	down−2.3%	Pricing not available
Salesforce	46.2%	9.6%	New	Pricing not available
Talkdesk CX Cloud	26.1%	6.7%	down−0.5%	$85 / seat / mo
Zendesk	49.3%	11.2%	up+0.3%	$19 / seat / mo

What AI answers say

Sentiment and themes from the answers that mention this brand

Reviews

Positive 25% · Neutral 69% · Mixed 6% of 16 engine answers that mention Zoom Contact Center

Praised for

Familiar Zoom interface and user familiarity
Built on Zoom's collaboration ecosystem
Omnichannel video and voice platform
Strong reviews and ratings
Smooth AI expert-assist features

Criticised for

Cite as: SlateIndex, “Zoom Contact Center AI visibility profile”, https://slateindex.ai/brand/zoom-contact-center, data of Nov 3, 2026. Licence: CC BY 4.0.