CONTACT CENTER (CCAAS) · BY ZOOM

Zoom Contact Center

Last verified 2026-10-28

Best fit when you need

Call and speech analytics

Call transcription

Not a fit when you need

PCI-safe phone payments: missing dtmf masking for card payments, take payments in ivr.

Call routing: missing business-hours routing rules, call forwarding to any number, ring several devices at once.

Sales dialing: missing power dialer, do-not-call list management, call recording.

Auto attendant: missing auto attendant menu, business-hours routing rules, call forwarding to any number.

Call recording: missing call recording, configurable recording retention.

Click-to-call and in-app calling: missing webrtc calling sdk, click-to-call web widget.

Debt collection calls: missing power dialer, do-not-call list management, calling-hours restrictions by recipient time zone, call frequency caps per contact, call recording.

Overflow answering: missing takes overflow when your line is busy, takes and delivers messages, transfers calls to staff.

WhatsApp customer support: missing whatsapp business platform access, shared team inbox for messages.

Workforce management: missing volume forecasting, agent scheduling.

Fit by use case

Required features passed for each job, plus rank among tracked products for that job.

Call and speech analytics3/3#4 of 27 Call transcription2/2#11 of 36 Omnichannel support3/4#5 of 13 Support call queues3/4#11 of 27 Call monitoring and QA2/3#5 of 13 IVR self-service2/3#12 of 36 Queue callback1/2#9 of 13 Speed to lead1/2#29 of 32 PCI-safe phone payments1/3#9 of 22 Call routing1/4#21 of 27 Sales dialing1/4#20 of 21 Auto attendant0/3#27 of 27 Call recording0/2#27 of 27 Click-to-call and in-app calling0/2#22 of 22 Debt collection calls0/5#21 of 21 Overflow answering0/3#27 of 27 WhatsApp customer support0/2#37 of 37 Workforce management0/2#13 of 13

True monthly cost

Includes add-ons required for Call and speech analytics (none required).

Includes add-ons required for Call and speech analytics
Users	List price	Forced add-ons	Effective	vs median
5 users	€283Essentials	€0	€283	+89%
25 users	€1,415Essentials	€0	€1,415	+89%
100 users	€5,658Essentials	€0	€5,658	+89%

List price: cheapest plan at that volume, including any base fee and overage. Effective adds the forced add-ons. Median of 5 other tracked products priced on users in the same currency. Full pricing breakdown

Price history

Essentials plan, 1 recorded price

Reliability (90 days)

Incidents—

Uptime—

Checked—

Integrations

Salesforce · native
Zendesk · native
Servicenow · native

Compliance

HIPAA BAAUnknown

SOC 2 Type IIYes

PCI DSSYes

STIR/SHAKENUnknown

Data residencyUnknown

Acceptance by industry

No acceptance records.

Alternatives

Ranked by overlap on use-case fit (50%), tool type (30%) and price band (20%). Not by opinion. All alternatives

Product	Overlap	Choose it instead if	25 users	Compare
Talkdesk	80%	4 native integrations vs 3	—	Compare
Genesys Cloud	50%	Shares 0 use cases	—	—
RingCX	50%	4 native integrations vs 3	—	—
Amazon Connect	44%	Shares 2 use cases	—	Compare