Tag Archives: ZOOM International

ZOOM International Introduces ZOOM Omnichannel Search Engine

ZOOM International announced the ZOOM Omnichannel Search Engine. Available to ZOOM customers today, it is an industry-first for continuous contact center improvement in an omnichannel world. By placing a search engine at the core of the ZOOM product suite and architecture, the company is reinventing how contact centers-large and small-capture, analyze and improve customer and agent experiences as well as customer support processes and applications. Continue reading ZOOM International Introduces ZOOM Omnichannel Search Engine

ZOOM Introduces Contact Center Business Intelligence, Connecting Data Silos to Help With Strategic Decision-Making

PRESS RELEASE: ZOOM International announces the launch of ZOOM Performance Analytics, a cloud-based reporting and analytics to increase agent performance, improve efficiency and build customer loyalty. The solution connects out-of-the-box with dozens of internal and external data sources and consolidates the information into fully customizable dashboards and metrics, greatly helping informed decision-making. Continue reading ZOOM Introduces Contact Center Business Intelligence, Connecting Data Silos to Help With Strategic Decision-Making

ZOOM Receives Perfect Scores in DMG’s Customer Satisfaction Study

PRESS RELEASE: ZOOM International announced that they have received a perfect score in every vendor satisfaction category in DMG Consulting LLC’s 2015-2016 Workforce Optimization (WFO) Vendor Satisfaction Analysis. The scores reflect ZOOM’s strong commitment to customer satisfaction in product features and innovation, as well as customer service and training. Continue reading ZOOM Receives Perfect Scores in DMG’s Customer Satisfaction Study

ZOOM International Introduces Video and Telepresence Recording to Drive Personalized Customer Experience

PRESS RELEASE: ZOOM International announced today that its Workforce Optimization Solution for Cisco contact centers and back offices in Version 5.7 adds Video and Telepresence Recording to its offering, which captures, stores and manages video conversations so that nonverbal communication between customers and agents can be monitored and used to improve performance and customer experience. Continue reading ZOOM International Introduces Video and Telepresence Recording to Drive Personalized Customer Experience

ZOOM International has been ranked #1 WFO in Customer Satisfaction by DMG Consulting

PRESS RELEASE: DMG Consulting LLC recently released its 2014-2015 WFO Vendor Satisfaction Analysis, a comprehensive survey that measures end-user satisfaction with vendors and their products. In evaluating the performance of 13 leading vendors listed in its annual Workforce Optimization Product and Market Report, DMG’s findings revealed that ZOOM International’s ZOOM Quality Management Suite achieved stellar ratings over a broad spectrum of customer-scored categories. Continue reading ZOOM International has been ranked #1 WFO in Customer Satisfaction by DMG Consulting

ZOOM Launches Advanced Speech Analytics Reports to Drive Continuous Growth and Improvement by Showcasing Customer-Agent Interaction Trends

PRESS RELEASE: ZOOM International, a worldwide provider of workforce-optimization software for contact centres, announced today the release of version 5.3 of ZOOM Quality Management Suite, which features significant improvements in security and speech analytics and integration with a third-party recording application. The new software provides a more powerful and feature-rich solution for organizations’ contact centres and back offices, enabling them to meet compliance requirements and achieve the highest level of customer satisfaction. Continue reading ZOOM Launches Advanced Speech Analytics Reports to Drive Continuous Growth and Improvement by Showcasing Customer-Agent Interaction Trends