Contact centers are no longer limited to voice calls. Customers expect omni experiences across chat, SMS, email, and video, and organizations must evolve to meet that demand. Zoom’s Contact Center offering brings its signature simplicity and video-first design into the customer engagement space, available in three tiers: Essentials, Premium, and Elite.
Here’s how these licenses compare — and how UCC Networks helps businesses unlock the most value from them.
License Overview
Zoom Contact Center licensing tiers balance flexibility and functionality, giving organizations a scalable model to grow their customer experience strategy.
Tier
Ideal For
Monthly (Approx.)
Essentials
Premium
Elite
Zoom Contact Center licensing tiers balance flexibility and functionality, giving organizations a scalable model to grow their customer experience strategy.
Feature Comparison
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Essentials gives you a strong foundation, ideal for smaller teams focused on inbound channels.
Premium introduces outbound and omnichannel engagement.
Elite unlocks advanced analytics, AI tools, and performance management capabilities for large-scale operations.
Why Zoom Contact Center Stands Out
1. Unified Communications Ecosystem
Because it’s built on the same platform as Zoom Phone, Zoom Meetings, and Zoom Chat, the Contact Center offers unified integration. This means fewer silos, faster adoption, and simpler management — particularly valuable for hybrid and remote teams.
2. Video-Centric Customer Engagement
Zoom’s biggest differentiator is its ability to escalate interactions to live video. This unique “face-to-face” support experience builds stronger customer trust and shortens resolution times.
3. Licensing & Flexibility
Organizations can mix and match license types or use concurrent models, optimizing cost while maintaining agility. Seasonal operations, for example, can scale up temporarily without overcommitting to long-term seats.
4. Built-In AI & Automation Pathway
Zoom’s ongoing investment in AI Expert Assist, Virtual Agents, and Analytics helps businesses boost efficiency, improve service quality, and reduce agent workload.
Choosing the Right Tier
Small inbound-only team:
Recommended Tier: Essentials
Key Reason: Core channels at an affordable rate
Mid-sized omni-channel operation:
Recommended Tier: Premium
Key Reason: Adds email, social, and outbound capabilities
Enterprise-scale:
Recommended Tier: Elite
Key Reason: Includes WEM, QM, and AI-driven tools
Seasonal or fluctuating headcount:
Recommended Tier: Hybrid Mix
Key Reason: Combine Essentials + Elite under concurrent licensing
The UCC Networks Advantage
As a Zoom Certified Partner, UCC Networks brings deep expertise in Unified Communications and Contact Center integration. Our team helps clients design, deploy, and optimize Zoom Contact Center solutions that deliver measurable business outcomes. Here’s what sets us apart:
1. Strategic License Optimization
We analyze your contact volumes, concurrency patterns, and business goals to build a cost-efficient license strategy — blending Essentials, Premium, and Elite where it makes the most sense.
2. All-in-one Integration & Configuration
Our engineers specialize in integrating Zoom Contact Center with your existing CRM, ticketing, or telephony systems, ensuring data flows smoothly across platforms.
We help design IVRs, routing logic, and automations that align with your business priorities, improving first-contact resolution and customer satisfaction.
UCC Networks assists in deploying Zoom AI Companion and Expert Assist, helping your agents work smarter with contextual insights and real-time guidance.
From agent onboarding to supervisor analytics dashboards, we provide customized training programs to drive adoption and ROI.
Our managed services include reporting, analytics reviews, and continuous tuning — so your contact center evolves with your business needs
Zoom Contact Center is a powerful, modern CCaaS platform that aligns with the needs of today’s digital-first organizations. Whether you’re taking your first step into omnichannel customer engagement or upgrading from legacy infrastructure, the right license tier — paired with expert implementation — makes all the difference.
At UCC Networks, we don’t just deploy Zoom Contact Center; we ensure it becomes a strategic asset for your business. From design to optimization, our partnership helps you deliver faster, smarter, and more human customer experiences.
Contact Us learn more, schedule a demo, or request a custom quote.
About UCC Networks
UCC Networks is a leading provider of unified communications and contact center solutions, tailored for business, financial, government, healthcare, retail, and international industries. Certified in multiple UCaaS and CCaaS partner programs, UCC Networks simplifies calling, messaging, meetings, and the customer journey experience. UCC Networks also offers multiple financial options, including leasing.
