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Training and Coaching of Agents

ZOOM eLEARN is an efficient way of distributing knowledge packages to your teams of agents and managers, testing them with related quizzes, tracking the impact on their knowledge, skills and performance.

 

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ZOOM eLEARN - e-learning module for agents

Training Sessions

Plan training for a single agent, selected teams, or the whole business unit. Provide them with simple instructions and links to content found on the web or stored in your existing knowledge base. Attach example calls to give them real-life examples.

Quizzes

Quizzes are easy-to-create questionnaires that address knowledge contained in each particular training. The training is only considered done when the agent passes the quiz successfully.

E-Learning chart displaying agent performance

  

Track Progress and Impact

Team leaders can search for high or low performers to take further motivational or corrective action. Completed quizzes are fully reportable. Since eLEARN is an integral part of ZOOM QM Suite, all or selected results can be displayed in the ScoreCARD dashboard.

 

Overview / Call Recording / Screen Recording / Quality ManagementSpeech Analytics / Workforce Management / E-Learning / Voice of the Customer / Live Monitoring

Zero Footprint Screen Recording

Capture agent desktops with our patented Zero Footprint recording solution. Get a complete picture of agent behavior, leverage the recordings to improve application handling skills or for compliance purposes.

 

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Recorded screens,
wherever you need them

Captured screens are stored in an encrypted proprietary format that is compliant with PCI-DSS standards and allows the records to be used throughout the entire suite.

Integrates with Cisco Unified Contact Center Express and Enterprise as well as Genesys Customer Interaction Management Platform, allowing the complete session to be monitored and recorded from the start of the initial call to the last 'wrap up' activity.

Zero Footprint Screen Recording

 

Replay Agents Desktops

Screen Recording Screenshot

Evaluate and Coach Agents

Boost agent performance by evaluating recorded interactions containing both calls and screens. Team leaders will have a complete overview of the agent’s application handling skills, allowing them to provide valuable feedback for training and coaching. 

Adjust Agent Behavior

Agents who aware that their screens are being recorded change their behavior and eliminate bad habits, which has a great impact on improving your contact center’s overall performance.

 

More Features

Recording Options
Record up to four screens per PC and define flexible recording rules based on:

  • Call – when accepting and terminating the call
  • Wrap–up – from the acceptance of the call until the wrap–up is finished
  • On–Demand – during or upon completion of the call

Flexible Configuration
Use flexible and percentage-based recording rules that allow you to record 100% of all calls together with a configurable percentage of agent screens. Choose the number of recorded screens (up to four per PC) and the required video quality to meet your bandwidth and storage requirements.

Encryption
Recorded screens are encrypted when needed to meet compliance (eg PCI–DSS) requirements.

 

Pause and Resume Support
To fully comply with PCI–DSS (and other payment cards and financial industry requirements) ScreenREC offers 'pause' functionality that can be triggered anytime so that no sensitive data visible on an agents desktop will get recorded and stored. The screen recording session can be resumed afterwards.

Integrated and Synchronized Playback
Recorded calls with captured screens are clearly marked with a small "film" icon. Play the synchronized audio call and video screen recording simultaneously.

Standard Recording Format
Screen recordings are saved in the MPEG 4 target format, supplying you with a high quality video recording.

Lifecycle Management
ZOOM MultiMedia Lifecycle Management offers the flexibility to manage screen recordings separately to meet requirements for archiving recordings for longer periods of time.

Technical Specification

Technology
Runs on the agent's desktop as a native Windows application

Prepared for hosted environments thanks to a small and efficient format for uploading captured content
Fully supports capturing of multi–screen workstations
Direct upload to the recording server via HTTP(S)

Desktop PC Platform Support
Windows XP SP2/SP3, Windows Vista, Windows 7 (x86/x64) (a P4 family processor is required)

Integration
ZOOM CallREC – recording rules and media life cycle management

  • Contact center integration (Cisco UCCE/UCCX, Genesys CIM Suite)

Video codec
H.264

  • MPEG4–2

Optimized Transfer Protocol
This protocol developed by ZOOM is based on the principle of transferring only the changed part of the screen and not the full screen. This encoding mechanism consumes very limited bandwidth when only a small portion of an agent's screen changes between consecutive frames.

Encoding On Demand
Captured content is stored in an intermediate format and can be processed in batch mode or on demand. When a user requests to replay a recorded interaction, ScreenREC Media Encoder will process the recorded video and interleaves it with the corresponding audio (recorded call). Original unprocessed intermediate format may be kept and archived (because of it smaller size) while transcoded video file can be used only for immediate replay.

Bandwidth and Video Quality
The quality of recorded video and resulting bandwidth usage (usually between 100 kbps and 250 kbps) depends on the configuration of the Screen Capture Client and the compression settings used on the server.

  • The parameters that influence video size and quality include:
  • Frames per second: Frame rate for "scanning" the agent's screens and detecting the changes
  • Key frame rate: Forces a lower or higher key frame rate in order to improve options for search or further processing
  • Maximum upload bandwidth: Maximum allowed bandwidth for uploading the intermediate format. If the threshold is crossed, the client automatically lowers the quality of the captured content to save bandwidth
  • Maximum recorded screens: Choose whether to record only the primary agent screen or multiple screens available
  • Maximum screen width and height: Maximum allowed resolution
  • ScreenREC downscales the dimensions if the threshold is crossed
  • Scale factor: The original image is downscaled by the given ratio
  • Minimum image difference: Minimum difference threshold between the current sample and the previous sample. The screen is divided into many small "tiles" and every tile is processed separately
  • Regions count/region size: Size of the "tiles" or regions in which the screen is divided
  • Captured screen quality: Compression quality of each difference in regions that have to be transferred

Desktop Virtualization Support
ZOOM ScreenREC supports desktop virtualization platforms – Windows Terminal Services and Citrix XenDesktop.

Thin Client
ScreenREC Capture client can be either installed as a Windows service or can be invoked from an agent’s desktop application using Java or .NET interface. In such a case, nothing needs to be installed on the agent’s desktop – the capture client gets downloaded from the agent’s desktop, runs in the current user session, and disappears after the agent logs out from the desktop.

 

 

Overview / Call Recording / Screen Recording / Quality ManagementSpeech Analytics / Workforce Management / E-Learning / Voice of the Customer / Live Monitoring

The Voice of The Customer

Measure the experience your customers have with your company by capturing the voice of the customer immediately after the call. ZOOM FeedBACK collects data that are further used in Quality Management as a crucial component that provides a customer satisfaction indicator. Improve your Net Promoter Score and agent performance in general.

 

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Evaluation if agent with customers feedback

Capture The Voice
of the Customer

The agent encourages customers by the end of the call to participate in a short survey conducted by the agent, or starts right after the call is finished. Customers can effectively reflect their perception of the quality of service provided by the agent.

Quickly Create
Questionnaires

Create customer survey questionnaires to measure customer satisfaction, Net Promoter Score, understand your First Contact Resolution, or provide evidence to customers of outsourced contact centers.

Customer Centric
Agent Evaluations

Listen to recorded calls together with captured agents’ screens and feedback from the customers’ call survey. Team leaders now have a compelling source of information for deep understanding of the whole interaction.

 

Customer Satisfaction
at Your Fingertips

Reporting of the voice of the customer in ZOOM QM

Reporting and Analysis

Detailed reporting allows the setting of the target Customer Satisfaction Score and the comparison of these results across business units or drilling down to single agents to determine the root causes.

Feedback dashboard in ZOOM QM

The Dashboard

Customer satisfaction results are displayed by group or individual agent in an easy-to-customize dashboard that gives an immediate overview of customer satisfaction trends.

 

 

 

Overview / Call Recording / Screen Recording / Quality ManagementSpeech Analytics / Workforce Management / E-Learning / Voice of the Customer / Live Monitoring

Empower Agents and Boost Performance

The ZOOM Quality Management Suite provides a complete and integrated set of products to improve quality and performance and to fulfill compliance and liability recording needs. The entire suite is designed to empower the agent and boost performance by providing fair evaluations and allowing efficient coaching. 

 

Overview of ZOOM Quality Management Suite 5.2

Overview / Call Recording / Screen Recording / Quality ManagementSpeech Analytics / Workforce Management / E-Learning / Voice of the Customer / Live Monitoring

 

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A two-minute video covering the highlights.

Our solutions are based on market feedback. We listen to our partners and clients and develop highly usable features that are simple to use.

 

An effective solution for dealing with agent attrition!

ZOOM Quality Management Suite was built with simplicity and ease-of-use in mind. Reduce agent attrition, one of the biggest challenges contact centers face, by introducing the right quality management processes.

 

Cisco Compatible  Genesys OEM Vendor

 Supported Platforms

Our products fully integrate with the Cisco, Genesys, Avaya IP telephony and contact center platforms. This integration facilitates the seamless exchange of user and interaction data between the contact center platform and ZOOM QM Suite. Our products are deployed in different scenarios according to customer requirements for availability, scalability, and performance. 

 

IP Telephony Solutions

Cisco Unified Communications Manager Express 

Cisco Unified Communications Manager Express provides powerful call processing for Cisco Unified IP Phones as part of a converged voice and data solution empowered by Cisco routers. This low cost but powerful solution paired with products from the ZOOM QM Suite provides small and medium-sized business with advanced communications capabilities for liability, compliance and on-demand recording.

Cisco Unified Communications Manager Express

Integration

ZOOM CallREC is integrated with Cisco Unified Communications Manager Express using a Passive Recording method where SCCP signaling is captured on the SPAN port and the call information is derived from that signaling. 

Supported Versions: 

Passive Recording – SCCP protocol

  • Cisco Unified Communications Manager Express version 10.0, 9.1, 9.0, 8.6, 8.5, 8.0, 7.1, 7.0, 6.1, 6.0, 5.1, 4.3
  • Cisco Unified Communications 500 Series 

Cisco Unified Communications Manager 

Cisco Unified Communications Manager (formerly known as Cisco Unified CallManager) is the powerful call-processing component of the Cisco Unified Communications system. It is a scalable, distributable, and highly available enterprise IP telephony call-processing solution. Paired with ZOOM QM Suite products, large and enterprise-size contact centers can benefit from a robust and scalable solution for quality management and all recording needs.

Cisco Unified Communications Manager

Integration

ZOOM QM Suite fully implements Cisco Unified Communications Manager call recording interface which brings fully active call recording by using the Cisco Unified IP Phone’s Built-In Bridge for media replication. This unique method ensures that CallREC is able to record 100% of all calls in comparison to sniffing the SCCP signaling over SPAN ports, where typically only 99.8% of all calls can been recorded.
This loss is caused by the fact that SPAN ports cannot guarantee 100% of packet mirroring and therefore approximately 0.2% of the signaling is lost on the switch.

With Cisco Unified Communications Manager Express, a Passive Recording method is used where SCCP signaling is captured on the SPAN port and the call information is derived from that signaling.

Supported Versions

CTI – based Recording – JTAPI integration, full support:
Cisco Unified Communications Manager version 10.0, 9.1, 9.0, 8.6, 8.5, 8.0, 7.1

CTI – based Recording – JTAPI integration, limited support:
Cisco Unified Communications Manager version 7.0, 6.1, 6.0, 5.1, 4.3

Cisco Unified Communications 500 Series

Cisco UC 500 series provides an affordable, easy-to-manage communications system for small business. The UC500 series supports from 8 to 104 users in flexible deployment models, a wide array of IP phone models, public switched telephone network (PSTN) interfaces and internet connectivity with security services. Paired with ZOOM QM Suite products such as ZOOM CallREC this solution offers affordable recording for liability, compliance and on-demand recording for small to medium size business (SMB)

Cisco UC 500 series

 Integration

Similar to using Cisco Unified Communications Express, a passive recording method is utilized where SCCP signaling is captured on the SPAN port and the call information is derived from that signaling.

Supported Versions

Passive Recording – SCCP protocol

Cisco Unified Communications 500 Series (500, 520 and 560)

Generic SIP based PBX

Any SIP based IP Telephony solution using SIP over UDP or TCP protocols.

 Integration

Many IP-PBX solutions based on the SIP protocol are available on the market. ZOOM CallREC supports SIP protocols specified in RFC3261 and therefore is able to record the calls of these IP-PBXs. In a typical deployment, ZOOM CallREC observes the SPAN port(s) on the central Ethernet switches and the recording is based on the captured SIP signaling.

Supported Standards

Passive Recording – SIP protocol

RFC 3261 – SIP protocol over UDP or TCP

RFC 2327 – Session Description Protocol (SDP)

RFC 3264 – SDP Offer/Answer framework

Avaya Aura Communication Manager

Avaya Aura Communication Manager is an open, extensible IP telephony platform that can be deployed as an IP-PBX or feature server supporting a SIP-only environment, or as an evolution server supporting both SIP and non-SIP environments. Communication Manager provides 700+ PBX features, high reliability and scalability, and advanced features for productivity and mobility. Built-in capabilities include conferencing and contact center applications. A wide range of servers, gateways, and analog, digital, and IP-based communication devices are supported.
Integration

Integrated with the Avaya Aura Communication Manager, CallREC uses the CTI–based recording method, which utilizes the JTAPI interface of the Avaya Aura Application Enablement Services to obtain all available information related to on-going calls. DMCC protocol is used to create virtual phone and capture voice conversations. Recording is made using the Single Step Conference recording method, which supports recording of IP and also non-IP devices connected to Avaya Aura Communication Manager. If a call center agent is involved in a call, then it is saved as external data (Agent Login and Agent Name); these records can be used later when searching for recorded calls.
Supported Versions

Avaya Aura Communication Manager 6.3, 6.2, 6.1, 6.0, 5.2

Avaya Aura Application Enablement Services 6.3, 6.2, 6.1, 6.0, 5.2

 

Contact Center Solutions

Cisco Unified Contact Center Express 

The Cisco Unified Contact Center Express is a single-server, integrated "contact center in a box" that is designed for the small and medium-sized business segments, enterprise branches and corporate departments requiring a sophisticated customer interaction management solution for up to 300 agents. This solution is easy to deploy, easy to use, secure, virtual, and highly available. Paired with products from the ZOOM QM Suite, it provides an affordable but powerful solution for compliance, liability and on-demand recording.

The Cisco Unified Contact Center Express

Integration

Integrated with UCC Express, ZOOM CallREC is connected through JTAPI to the Cisco Unified Communications Manager and UCC Express. The call routing script is provisioned with the necessary data sections to enable CallREC integration. Each section of the routing script hands over routing data to the CallREC call center, enabling CallREC to extend the call data with Agent IDs, Agent Names, Skill Groups and other call center routing data. Voice data is captured on the SPAN/RSPAN ports on the central switches.

Supported Versions

Cisco Unified Contact Center Express 10.0 - 5.0
Cisco Customer Response Solutions 6.0, 5.0 (Limited Support)

Cisco Unified Contact Center Enterprise

Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling your business to rapidly deploy a distributed contact center infrastructure.

Cisco Unified Contact Center Enterprise

Integration

For integration with UCC Enterprise, ZOOM CallREC is connected with JTAPI to the CUCM Cluster and through the CTIOS adapter to the UCC Enterprise Cluster. Voice calls are recorded on dedicated SPAN/RSPAN ports from the central switches. The UCC adapter receives the call routing related data including AgentIDs, Agent Names, Skill Groups and other related data from Cisco UCC Enterprise.

Supported Versions

Cisco Unified Contact Center Enterprise 10.0, 9.0, 8.5, 8.0, 7.5 - Full support

Cisco Unified Contact Center Enterprise 7.2, 7.1, 7.0 – Limited support

Cisco Unified Center Hosted

The Cisco Unified Contact Center Hosted is a strategic platform supplied by Cisco that enables contact centers to move towards a Customer Interaction Network. A Customer Interaction Network is a distributed, IP-based infrastructure that encompasses a continuously evolving suite of multichannel services and customer relationship management (CRM) applications. These applications enhance the contact center's response times and streamline customer exchanges to help the organization deliver superior customer service. A Customer Interaction Network extends customer service capabilities across the entire organization, giving the business a more integrated and collaborative approach to customer satisfaction and leading to a better customer experience.

The Cisco Unified Contact Center Hosted

Integration

In a hosted setup, the complete UCC solution including the UCM is installed in the service provider's data center. ZOOM CallREC is connected to the central servers with JTAPI and the UCC adapters, Voice calls are recorded on the dedicated SPAN ports of the central switches. The CTIOS adapter receives the call routing related data including AgentIDs, Agent Names, SkillGroups and other related data, directly from Cisco UCC Enterprise.

The deployment architecture is tailored to suit the service provider's infrastructure and business demands. ZOOM CallREC supports virtualization from the user access perspective, so each customer uses their own ZOOM CallREC "partition".

Supported Versions

Cisco Unified Contact Center Enterprise 10.0, 9.0, 8.5, 8.0, 7.5 - Full support

Cisco Unified Contact Center Enterprise 7.2, 7.1, 7.0 – Limited support

Genesys Contact Center with 3rd party PBX

The Genesys product suite delivers enterprise contact center technology and customer service capabilities. The Genesys Customer Interaction Management Platform is the core of the Genesys software suite and it represents the next step in how contact centers manage customer interactions. Paired with the ZOOM QM Suite, enterprise customers can benefit from a scalable and reliable Quality Management and Interaction Recording solution that provides actionable intelligence to the business.

The Genesys product suite

Integration

Genesys SIP Server is the call routing element of the Genesys CIM Platform that processes the SIP signaling between the voice gateways and agent's IP phones. The Genesys Active Recording provides a fully featured dual channel recording solution provided by SIP Server and Media Server. Media Server replicates the voice (RTP) data and makes them available to the recording server. Additional events and information are provided by the T-Server part of the SIP Server. This information includes the Agent IDs, Agent Names, Skill Groups and other call center routing related data.

ZOOM CallREC can integrate with the Genesys CIM Platform on other supported IP-PBXs, including the Cisco Unified Communications Manager and BroadSoft BroadWorks. The voice platform is integrated with ZOOM CallREC using a platform dependent protocol, JTAPI or SIP in our case. Call routing related data is then obtained from the Genesys CIM Platform using Genesys's APIs.

Supported Versions

Genesys Contact Center (8.1, 8.0, 7.6, 7.5) with Cisco UC Manager

Genesys Contact Center (8.1, 8.0, 7.6, 7.5) with Avaya Aura Communication Manager

Genesys Contact Center (8.1, 8.0, 7.6, 7.5) with BroadSoft BroadWorks

 


Genesys Contact Center with Genesys SIP Server

Genesys delivers an open contact center platform design that can be integrated with more leading hardware and software systems than any other vendor. The Genesys Customer Interaction Management Platform is at the core of the customer contact center software solution that routes and processes interactions across your entire enterprise, connecting customers to the right resource – the very first time. Full reporting and analytics software capabilities keeps the user informed and responsive to the changing needs of the business.

Genesys Integration

Integration

Genesys SIP Server is the call routing element of the Genesys CIM Platform that processes SIP signaling between the voice gateways and agent's IP phones. The Genesys Active Recording provides a fully featured dual channel recording solution provided by SIP Server and Media Server. Media Server replicates the voice (RTP) data and makes them available to the recording server. Additional events and information are provided by the T-Server part of the SIP Server. This information includes Agent IDs, Agent Names, Skill Groups and other contact center routing related data.
Supported Versions:

Active Recording

  • Genesys CIM 8.1 with Genesys SIP Server

Enhanced Passive Recording - Genesys Voice Monitoring API

  • Genesys CIM (8.1, 8.0, 7.6, 7.5) with Genesys SIP Server

Passive Recording – SIP protocol

  • Genesys CIM (8.1, 8.0, 7.6, 7.5) with Genesys SIP Server

 Reliable Cisco Call Recording

CallREC is an interaction recording solution for Cisco contact centers and unified communications environments. It scales from on-demand usage in small business up to large distributed contact center architectures.

 

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Video Introduction of
Cisco Call Recording

See how a contact center manager uses CallREC. Search for calls or replay, tag, and send them for further evaluation. Simple as that!

 

  

Basic CallREC Features

CallREC - Cisco Call Recording Application User Interface

 Search for calls using advanced criteria

Search for calls based on stackable conditions, including attached data from Cisco call center platforms. Save searches as filters for future quick actions.

 Replay the whole interactions

Get an instant overview of how a conversation developed over time, visualize all segments, and replay whole interactions. Advanced replaying functions help evaluators to focus on selected parts of conversation.

 

Contact Center Integration

Contact Center Integration

Search, display and leverage contact center attached data for consecutive CRM processes. Get high level understanding of conversations thanks to our deep integration with contact center platforms such as Cisco UCCE and Cisco UCCX.

Media Lifecycle Management icon

Manage Media Lifecycle

Manage all recorded media centrally and define a specific management life cycle for each interaction type. Manage your disk space usage in line with your compliance recording and storage requirements.

Meet Compliance Requirements Icon

Meet Compliance Requirements

Meet and enforce your PCI-DSS compliance policies with automatic pause and resume functionality, encryption, password management, auditing, granular access, and permissions. helps you meet compliance requirements for hIPAA, SEC 17a-3 and 4, and SOx.

More about PCI-DSS compliance >>>

 

Cisco Compatible  Genesys Logo

 

Supported Platforms

CallREC fully supports and integrates with the Cisco, Genesys and Avaya IP telephony and contact center platforms. Learn more >>>

Supported Scenarios

Supported conversation types and call flows include various scenarios such as IVR interactions, call hold, transfer, conference and more.

 

Technical Specifications

Active Recording for Cisco and more

Full integration with Cisco, Genesys and Avaya active recording interfaces to provide a stable and reliable recording solution.
Legacy passive or hybrid recording methods are available for compatibility purposes.

VMware Appliance

ZOOM CallREC can be easily installed using the VMware Virtual Appliance.
Runs next to Cisco UC applications on the Cisco Unified Computing System to optimize hardware usage.

Self–monitoring and watchdogs

ZOOM CallREC features self-monitoring and watchdogs that keep an eye on the running installation.
Warnings are triggered by a SNMP trap or by an e-mail to the administrators.
Each ZOOM CallREC installation can be connected to ZOOM Sentinel and monitored by ZOOM's technical support center.

Calls are saved in popular MP3 format

ZOOM CallREC transcodes all phone calls into MP3 format, regardless of which codec is used on the IP telephony network.
Recordings are smaller in size but remain in high quality stereo format.

Open and well documented API for 3rd party integration

It is easy to integrate ZOOM CallREC with 3rd party applications such as CRM systems and internal databases.
A well-documented WEB API including a sample code is available to simplify the integration.

Integration options:

Built-in support for Cisco UCC Express and Enterprise
Built-in support for Genesys Contact Center
Java and web based API for 3rd party application integration

High Availability and Scalability

ZOOM CallREC is integrated with and deeply supports High Availability options.

Supported conversation scenarios

Supported conversation types and call flows include various scenarios starting with the customer calling to the IVR, being transferred to an agent, as well as all ranges of related call operations such as call hold, transfer, conference and many more. Please note that different call flows and operations may differ between different telephony platforms. See product documentation for full details.

Encryption and Key Management

Public-Key Cryptography Standards (PKCS12, JKS, JCEKS)
Industry standard encryption algorithms (AES, DES, Blowfish)
Encryption of recorded calls and captured screens
Support for multiple keys and random usage
Re-encryption support

Freedom of OS Platform Choice

Select CentOS or Linux RedHat Enterprise as your preferred operating system depending on your requirements.

PostgreSQL or Oracle Database

Choose between PostgreSQL or Oracle depending on your standardization or sizing requirements. Mixed deployments are supported.

Supported audio formats:

MP3 (adjustable bitrate)
WAV

Supported payloads for recorded audio:

G.711 a–Law / µ–Law
G.722 (wideband)
G.729 (with Annexes A, B, AB)

 

Overview / Call Recording / Screen Recording / Quality ManagementSpeech Analytics / Workforce Management / E-Learning / Voice of the Customer / Live Monitoring