Sydney Film Festival dramatically cuts costs with Zoom Contact Center
Rating: 10 out of 10
March 18, 2025
BT
Vetted Review
Verified User
2 years of experience
Moving to Zoom Contact Center has been an absolute game changer; our primary goal was to reduce phone bills, and with Zoom Phone and Contact Centre, we achieved 81% cost savings during the festival’s core period. There are many different apps out there, but it is very valuable that our communication tools can be all-in-one.
- The dashboards are fantastic because we can see if an agent isn't logged in or if there are a lot of customers waiting in the queues—we've never had that visibility before. We didn't have data to look back and see if we had enough staff to support the load. That helps us so much, especially when we're budgeting for the next Festival.
- The callback function saved us during last year’s festival. We had a street-wide internet outage during one of our busiest periods. But, in the time it took to fix the issue, Zoom Contact Center lined up callbacks. It was all so smooth. We didn’t need to trawl through voicemails or miss any queries - we could return everyone’s call within 30 minutes.
- Integration with our Zoom Phone configuration provides a seamless experience when transferring calls to those not on the Contact Centre. We can do a Warm Transfer, too, so it's a very professional experience.
Cons
- The integration with Zoom Phone is still ongoing, so it initially required some tricky configuration and additional phone numbers, but that's no longer a requirement now.
- I would love a way to use physical handsets with the Contact Centre. Currently, it's all softphone integration on a PC or Mac. But it's a great experience and very similar to using Zoom Meetings, so there's minimal training for staff needed.
- The Admin Settings on the backend can be tricky to navigate. Still, you have much more customization and constant feature upgrades than I've ever seen with any other Contact Centre service.
