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        Market Perspectives

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        Zoom is Vendor of Merit in Contact Center Suites Buyers Guide

        We are happy to share some insights about Zoom drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.

        We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined VR_BG_CCS_Meritcontact center and agent management platform support. We developed three technology assessment and buyers guides to focus on overall Contact Center Suites requirements as well as specific Agent Management and Contact Center use-cases.

        In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. We evaluated Zoom and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center suites and agent management.

        In the overall Contact Center Suites Buyers Guide, our analysis classified Zoom as a vendor of Merit, ranking 21st in the overall research with a 42.7% performance. Zoom’s best performance came in Customer Experience Ventana_Research_BG_Overall_CCS_Zoomat 56.3%, ranking 21st, due in part to its 13th-place ranking in Validation. In Product Experience, Zoom placed 21st at 39.7% due to low performance in Adaptability and Reliability. Zoom did not participate in the RFI process.

        Zoom’s Product Experience was impacted by its 33.9% performance in Capability, where it needs to develop tools and capabilities around the agent experience. Customer Experience was impacted by its 50.6% performance in TCO/ROI, where it could better describe the benefits of using Zoom rather than its competitors.

        Zoom performed best in Customer Experience, notably in Validation, where its 62.0% performance was due to its continuing success in development over the last several years as a company, and its more recent investments in its products.

        In the Contact Centers Buyers Guide, our analysis classified Zoom as a vendor of Merit, ranking 21st in the overall research with a 43.0% performance. Zoom’s best performance came in Customer Experience at 56.3%, Ventana_Research_BG_CC_Zoomranking 20th, due in part to its 17th-place ranking in Validation. In Product Experience, Zoom placed 20th at 39.7% due to low performance in Reliability. Zoom did not participate in the RFI process.

        Zoom’s Product Experience was impacted by its 48.8% performance in Reliability, where it could better document the benefits of its technology architecture and performance. Customer Experience was impacted by its 50.6% performance in TCO/ROI, where it could provide stronger documentation summarizing the strategic value of its products.

        Zoom performed best in Customer Experience, notably in Validation, where its 62.0% performance was due to its good customer stories. In addition, Zoom’s decent administration and configuration capabilities for users led to its 57.8% performance in Manageability.

        Zoom did not meet the inclusion criteria for the Agent Management Buyers Guide and thus was not included.

        This assessment was based on Zoom Contact Center and was available in July of 2023.

        This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:

        Contact Center Suites Buyers Guide

        Agent Management Buyers Guide

        Contact Centers Buyers Guide

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        • Ventana Research’s Market Perspectives are fact-based analysis and guidance on a vendor’s business, industry and technology trends. Each Market Perspective presents the view of Ventana Research using its established subject matter expertise on new developments, business and technology trends, findings from our research, or best practice insights.

          Each is prepared and reviewed in accordance with Ventana Research’s strict standards for accuracy and objectivity to ensure it delivers reliable and actionable insights. It is reviewed and edited by the firm’s product management team and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Market Perspective before it is published. If you have any issue with a Market Perspective, please email them to ChiefResearchOfficer@ventanaresearch.com

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