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| ZOOM International presented its solutions during the Contact Center Forum in Saint-Petersburg |
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The first international Contact Center Forum took place on 29 of November in the Ambassador hotel in Saint-Petersburg. Regardless of the fact that it was the first contact center event in the Northern Capital of Russia it attracted the great deal of interest among the professional community. The current world’s market status and the main trends of the contact center business in the North-Western region of Russia were mentioned during the forum. The foreign experts shared their opinions and the Russian specialists made their forecasts. The biggest regional companies told the forum’s guests about their experience in building and developing of their Call centers. In the second part of the forum, the questions concerning the Contact center infrastructure were mentioned. The discussion was about the application development and the modern technologies to be used to improve the contact center’s performance. Regional director for Russia and CIS of ZOOM International Sergey Bolshakov had a speech during the IT round table. He introduced the topic “The modern tools that can enhance the quality of the Contact center”. The presentation was about building a full-functional system for the controlling, scoring and managing the quality of the agents’ work in the Contact center. One if the forum’s guest said: “No it is absolutely clear that it is not enough just to record or listen to the Call center agents. This process should be systematic, manageable and should give the exact result in figures. The ZOOM’s solutions are exactly what we need, not to just start call recording, but to set up the quality management processes in the short period of time”.
Some of the ZOOM International solutions were introduced during the forum: call recording system CallREC, agent’s screen recording solution ScreenREC and the quality management system called ScoreCARD. These products are working for years in the Cisco and Genesys platform based Contact centers all over the world. Thanks to the fact that ZOOM International is now presented on the Russian market, the world’s class Contact center quality management solutions are now available for the Russian companies.
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