Talkative vs Zoom Contact Center: Which is Best for Video Chat?

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A pivot into contact centers

Unlike Zoom, Talkative was created with contact centers in mind. 

Through our range of intelligent omnichannel contact channels, Talkative can help you reach the right customers at the right time. 

Offering video chat alone is not enough. To make sure you’re serving your customers in the best way possible, you’ll be better off getting Talkative.

Need more specifics?

To help you make the best decision, the rest of this article will give you the lowdown on Talkative’s best use cases, as well as the specific feature comparisons you need to consider.

In essence, they’re the reasons our customers choose Talkative over anyone else.

Still, if you want a personalized guide into how Talkative can reinvent your contact center?
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When did Zoom enter the contact center market?

In February 2022, the most ubiquitous video conferencing tool released their own version of a customer-facing video chat solution: Zoom Contact Center.

But while the company has designed an attractive contact center tool and dashboard, is Zoom’s new video chat software the right choice for you? 

How does it stand up against more mature customer-facing video chat platforms?

Let's take a look at how Zoom performs in contrast to a video contact center solution that’s celebrated by leading industry names: Talkative.

Quick takeaways:

  • Zoom's contact center application requires a support request to be whitelisted into their platform - meaning a less than agile deployment. With Talkative, you can get started today. 
  • Zoom requires you to have the Zoom Phone licence and be a Zoom organization. Talkative can be used regardless of your unified comms/phone system.
  • Currently, Zoom for contact centers is only available in the US and Canada. Talkative is available worldwide.
  • Zoom’s contact center offering is still currently in BETA. Talkative has a 5 year product maturity and a focus on contact center solutions as our core product. 
  • Zoom doesn't provide maximum personalisation and a truly on-brand experience. Talkative does - with the most customisable video chat widget available. 
  • What’s more, Talkative offers chatbot, live chat, cobrowse and more within the same widget, allowing you to offer more than just video chat. 

Want to try out Talkative's video chat for yourself? Start a free trial now!

Talkative vs Zoom Contact Center: In-depth comparison

Video chat
Live chat
Social media integration
Automatic real-time chat translation
SMS & WhatsApp
SMS only
Advanced reporting, & analytics
CRM integration
Chat widget & window customisation
Requires web development
Virtual Agents & chatbots

What is Zoom's Contact Center?

Zoom Contact Center is an omnichannel cloud solution that allows organizations to offer video chat interactions to their customers.

However, unlike more established providers with a history of deploying video chat for customer service, there's a few areas in which Zoom's latest offering is a little lacking.

Let's take a quick look at the new service’s pros and cons, answering the all important question: how does it stack up as a video sales and product support platform?

The pros and cons of Zoom Contact Center

From an agent's point of view, Zoom Contact Center certainly presents an attractive means of communicating with customers online.

Nevertheless, with vital omnichannel features like SMS and live chat still in BETA, Zoom's platform isn't yet a tried and tested quantity amongst other market competitors.

It means its effectiveness as a cloud contact center platform is yet to be seen.

What's more, while Zoom have great experience providing video as a conferencing or unified communications tool, it seems they've missed a trick with their new contact center application:

Zoom’s latest solution requires the Zoom Phone licence for you to use their software. 

In contrast, Talkative enables you to serve all your customers on their favourite channels - regardless of your unified communications or phone system. 

Furthermore, Zoom's contact center can only be deployed once your website has been whitelisted via a support request. 

This presents a less than seamless experience for testing out their new software!

Is Zoom a truly integrated contact center offering?

While Zoom can integrate with a number of CRM systems, if you want to use just one of their channels like video chat, you might run into trouble. 

This is because Zoom’s contact center suite has been designed as an entire customer contact solution. 

However, most established brands and organizations are already deeply integrated to their chosen phone and contact center systems. 

As such, if you want to add video chat to your contact center, you don't necessarily want to replace all of your contact channels altogether.

Thankfully, with Talkative, you can deploy each channel as a single solution - one that seamlessly fits within your company’s current contact center system. 

This includes video chat.

And with thousands of integrations available - thanks to our recent Zapier integration - as well as a growing list of dedicated contact center and CRM integrations - such as Salesforce, Microsoft Dynamics 365, and Mitel Contact Center - Talkative is the best choice for a solution that’s flexible around your needs.

Choosing video chat with Talkative

Talkative's video chat is incredibly popular amongst our customers and their site visitors for good reason.

It's proven to boost the customer experience, increase sales, and streamline contact center efficiency. 

Take a look at the stats for yourself:

  • Talkative’s clients have seen a 30% increase in average order value for video chat shoppers - within hours of deployment. 
  • Customers who engage with video chat agents proved 4x as likely to make a purchase following a video interaction.
  • 94% of video chat customers rated the experience of video chat as positive.
  • On average, video chats conclude within six minutes - eclipsing live chat's ten.

The reason why Talkative succeeds in the above areas is simple.

With a highly flexible platform and a seamless ability to bring the in-person experience online, Talkative's video chat gives organizations the power to offer the most personalized interactions possible.  

What's more, Talkative is a purpose-built omnichannel solution with both customers and support agents at its heart.

Unlike Zoom, contact center solutions are our core product. 

And with a team that has achieved agile and customized deployments the world over with leading industry names, Talkative is well-experienced with working to meet high demands.

So, do you want to learn more about how you can offer customisable video chat from your website and app?

Do you want to see how you can set your organization apart from your competitors and inspire true customer delight?

Want to learn more about deploying video chat in your contact center? Book a demo and discover how you can provide a more human customer experience with Talkative.

Not quite convinced?

Let’s face it, there’s nothing like a live demo for answering all of your queries.

But if you wanted to get started by taking a look around Talkative for yourself, you’re absolutely welcome.

Our 14 day free trial is waiting for you - no credit card required. It features all the key contact channels you need to delight your customers.

Click below to get started.
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