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ZOOM and the products from the ZOOM QM Suite provide solutions for contact centers, emergency services and small (to) medium business in a range of verticals such as Finance, Government, Health Care, Services, Retail and Education.
Contact Center Quality Management
Take firm control over your Contact Centers' Quality & Performance and gain valuable business insight.
Quality management provides the ability to evaluate the overall performance of the contact center, compare agent skills and introduce a systematic, controlled process for increasing quality and performance, in line with your organization’s goals. ZOOM ScoreCARD is a time–saving quality & performance management tool, which converts the often vaguely defined quality management process into a manageable program established on tangible facts.
Together with screen capture and speech analytics you will gain a complete insight into your agent‘s efficiency, behavior and understanding of your customer’s trends and concerns.
Contact Center Goals
| Contact Center | Goal |
Service Oriented
|
Provide the best customer service |
| Cost Oriented |
Optimize Efficiency |
| Sales Oriented |
Bring in leads and sales |
Flexibility required.
Contact Center specific goals require flexible and customizable QM tools. ZOOM ScoreCARD provides you with a variety of scoring methods aligned with your specific KPIs and business objectives. Define your goals, create benchmarks and continuously assess your progress.
 Compliance and Liability Recording
Regardless of the industry, the need to reduce liability or to meet PCI DSS, HIPAA, Sarbanes–Oxley and Securities & Exchange Commission requirements will require you to record customer interactions.
ZOOM CallREC provides the ability to save a call from the start of the conversation even when the recording is requested during or after the conversation has ended. The recording can be forwarded or emailed with the press of a button.
Read more about PCI–DSS and the ZOOM QM Suite
Fulfill your compliance recording requirements
- Fine grained access and permissions
- Selective encryption
- Full auditing
- Pause and continue recording
- Active recording indication to user
 On Demand Call Recording for Sales and
Management
Sales and Management on demand call recording is utilised to record important commercial conversations that contain informational specifics that can relate to strategies, key dates or other information which is important to your business. The data that is recorded can be used as input for future sales planning or management decision making processes.
 Hosted Environments
With the rising popularity of hosted IP telephony and contact centers, more and more companies are outsourcing their communication infrastructure to save on up–front investments and simplifying their operations.
All ZOOM products deeply support hosted multi–tenant environments and can be deployed both on–premise as well as at the service provider’s backend.
 Contact ZOOM today to learn more about these or any custom solutions.. |
