ZOOM International

Quality and performance management with ZOOM ScoreCARD

ZOOM ScoreCARD is a comprehensive contact center quality management solution for scoring and improving an agent's performance.
ScoreCARD enables creating multiple scoring questionnaires, scheduling and execution of evaluations and using the reports to spot trends.

ZOOM ScoreCARD allow you effectively measure, evaluate and improve your contact center performance with the following features:

• Use rich reporting features that identify agent strengths and weaknesses in service, interactions and communication skills
• Create evaluation criteria to score and measure an agent's skill sets based on your exact requirements
• Select and score calls recorded by CallREC using criteria such as length of call, day of the week, time of day and any other parameter from contact center and CRM integration
• Give agents access to their evaluations with additional feedback on a 'job well done' or needs for improvement
• Use trend reports and graphs to identify agent and team progress and improvement
• Enjoy User Management features that allow you to seamlessly synchronize and authenticate users between CallREC, Cisco  and Genesys contact center platforms

ZOOM ScoreCARD New Features

• Enhanced Evaluations Planner
• Evaluation Planner supporting multiple subcriteria
• Enhanced Permissions and Roles
• Questionaires with enhanced Parameters and Call Selection criteria
• User Management supporting synchronization and authentication between CallREC and Cisco UCC Enterprise
• Trend Reports/Graphs
• Full Audit log