Zoom Contact CenterPakistan - OmnichannelAI-Powered CCaaS
One platform for phone, chat, email, SMS, video, and social, routed to the right agent, with the customer’s history attached.
One Platform, One Purpose: Having Great Interactions
Today customers want fast answers. They do not want to wait. With Zoom Contact Center, your team can handle every customer on any channel — phone, chat, email or video — all from one screen. No switching between apps. No missing messages. Just smooth, simple customer support that keeps your customers happy and your team productive.
Zoom Omnichannel Contact Center
Your customers are everywhere. Some call. Some send WhatsApp messages. Some email. Some chat on your website. Zoom Omnichannel Contact Center brings all these conversations into one place. Your agents see everything on one screen and respond faster. No customer gets ignored. No message gets missed.
Workforce Engagement Management
Managing a contact center team is not easy. You need the right number of agents at the right time. Too few agents mean long wait times. Too many means wasted resources. Zoom Workforce Engagement Management solves this automatically: it forecasts call volume and builds the schedule for your team.
Zoom Quality Management
How do you know if your agents are doing a good job? Zoom Quality Management gives you the answer. It records and reviews customer conversations, showing exactly where your agents excel and where they need help, with direct feedback and coaching based on real calls.
Fragmented tools
Agents juggle a phone system, web chat, email, and spreadsheets on every shift.
No supervisor visibility
Queue spikes, abandoned calls, and agent overload happen before managers notice.
On-premise infrastructure
Legacy Avaya, Cisco, or PBX systems that require dedicated IT staff to maintain.
Capstar Solutions is the authorized Zoom distributor in Pakistan — deploying Zoom Contact Center for enterprises in Islamabad, Lahore, Karachi, and the UAE since 2014.
What Zoom Contact Center Delivers for Your Enterprise
Six core capabilities that consolidate your contact center stack, reduce agent handle time, and give your operations team a single source of truth.
Omnichannel Routing
Handle voice, video, chat, email, SMS, and social from one unified queue with AI-driven routing to the best available agent.
Quality Management
AI-evaluated interaction monitoring with coaching tools, VoC surveys, and supervisor dashboards that flag issues before they become patterns.
AI Expert Assist
Real-time guidance surfaces for every agent during voice, chat, and video interactions — reducing handle time and first-contact resolution gaps.
Workforce Management
AI-driven scheduling, performance tracking, and smart break suggestions keep your agents productive and prevent burnout across shifts.
IVR and Self-Service
Build no-code IVR flows and deploy Zoom Virtual Agent for 24/7 automated self-service — with up to 50% interaction containment achievable.
2,500+ Integrations
Native Salesforce, ServiceNow, and Microsoft Dynamics 365 connectors, plus the full Zoom Marketplace for custom integration needs.
Zoom Contact Center
Bad customer service costs businesses millions every year. Long wait times, wrong department transfers and unhelpful agents push customers away. Zoom Contact Center fixes all of this. It automatically sends each customer to the right agent based on their skills. AI virtual agents handle simple queries instantly so your human agents can focus on complex problems. Every call, chat and interaction is tracked in real time so your managers always know what is happening. The result? Faster service, happier customers and a stronger business.
Long wait periods and annoying customer service are things of the past. From its advanced AI integration to its real-time analytics and seamless customer interactions, the Zoom Contact Center sets a new standard for excellence.
Skill Management
By leveraging the power of intelligent call routing and advanced algorithms, Skill-Based Routing ensures that customer inquiries are seamlessly directed to the most qualified agents in real time
Customer Journey Management
All interactions between the consumer and the contact center, from the first point of contact to the resolution of their query or issue and any subsequent communication, are part of the customer journey.
UC & Contact Center Experience
Businesses may streamline communication and customer service using Zoom’s UC and Contact Center Experience. This integrated solution unites internal teams and customer contacts.
Integration with Business Applications
Zoom Contact Center can be easily integrated into different business applications and offers seamless integration with various business applications.
Transform Customer Conversations with Zoom Conversational AI.
Zoom Conversational AI lets organizations have meaningful, personalized conversations with clients using advanced natural language processing and machine learning algorithms. Zoom Conversational AI helps you provide excellent customer service.
Zoom Virtual Agent
With the innovative Zoom Virtual Agent, your customer support operations will reach new levels of excellence. Your clients will never again have to wait on hold or deal with a terrible encounter thanks to Zoom Virtual Agent’s cutting-edge AI capabilities and user-friendly interface.
Introducing the Zoom Virtual Agent—the key to seamless and productive interactions with your customers. Provide your clients with the outstanding service they deserve by elevating your customer service game.
WFM & Quality Management
Workforce Management focuses on forecasting and scheduling agents to ensure adequate staffing levels, while Quality Management aims to monitor and evaluate agent performance to enhance customer interactions. Overall, the goal of WEM is to create a positive work environment that leads to higher customer satisfaction and business success.
Quality Management, on the other hand, enables supervisors to monitor agent performance and provide constructive feedback, leading to continuous improvement and better customer interactions. Overall, these WEM solutions create a supportive work environment that fosters agent development, resulting in improved overall performance and higher customer satisfaction.
