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Voice of the Customer

Measure the experience your customers have with your company by capture 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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 Customer Satisfaction at Your Fingertips

ScoreCARD Dashboard

Evaluation of Agents

When evaluating agents, Universal Player allows you to listen to recorded calls together with captured agents’ screens, while showing identified tags from the speech analytics module.
By including the feedback from the customers’ post call survey, team leaders now have a compelling source of information for deep understanding of the whole interaction, which results in a more accurate and informed evaluation
of agents.

ScoreCARD Reporting Screen

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.

 

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ScoreCARD Grading Form - replay and evaluate the interaction

 

scorecard universal player 1

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Calibrations

Capture

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.

e-learning

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.

Survey

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 Management Speech Analytics / Workforce Management / 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. 

 

Empower Agents and Boost Performance

Overview / Call Recording / Screen Recording / Quality ManagementSpeech Analytics / Workforce Management / 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 / Live Monitoring

Comprehensive Quality Management

ScoreCARD is an integrated, flexible, and easy-to-use solution that saves valuable time and money when evaluating agents and increases overall contact center performance. Built with usability in mind and enhanced with Speech Analytics, ScoreCARD is the single best solution for reaching your business goals.

 

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 See Actionable Data

ScoreCARD Dashboard

Interactive Dashboard

Fully customizable with widgets, lets you see the whole picture of your contact center’s performance on a single page. Drill down for more information–start your QM process here.

ScoreCARD Reporting Screen

Advanced Reporting

Leverage a full set of pre-built reports to track every aspect of your contact center’s overall performance down to a single agent. Create custom reports that match individual management needs. 

 

Empower Contact Center Agents 

Evaluations Made Easy

Schedule and perform evaluations to address specific business needs using structured, pre-built, or customized questionnaires.

Need help with aligning ScoreCARD to your business processes? Learn more about
Performance Booster projects. 

 

ScoreCARD Grading Form - replay and evaluate the interaction

 

scorecard universal player 1

Integrated Speech Analytics

Take your quality management to the next level with Interaction screen and Speech Analytics. 

By having speech tags in all interactions identified, you can focus only on the calls that need attention.

Learn more about Speech Analytics >>>

 

 

Calibrations

Calibrations

Calibration sessions ensure agent evaluations are fair by comparing agent scores from various evaluators.

e-learning

E-learning

Provides feedback to agents together with study materials to improve their score. Two-way feedback is incorporated in every aspect of the evaluation process.

Survey

Survey

Capture customer feedback after the call and analyze survey results in a reporting suite. Configure a survey based on attached call data.

 

Technical Specifications

Languages:

Czech, Danish, German, English (US, UK), Spanish, French, Lithuanian, Dutch, Polish, Portuguese, Romanian, Slovak, Slovenian, Swedish, Finnish, Turkish, Arabic, Bulgarian, Russian

 

User Integration & Synchronization

Enjoy user management features that allow you to seamlessly synchronize and authenticate users between ZOOM CallREC and Cisco
or Genesys contact center platforms. User information about agents, evaluators and supervisors is automatically updated based on changes made in the integrated contact center platform.

 

Export Data to Excel
Export any viewable data or reports to Excel for further offline processing or analysis.

Percentages, Points and Grades
Select a scoring mechanism that fits your existing processes and best practices.


Export and Import Questionnaires
Import industry standard questionnaires and export questionnaires for sharing or migration purposes.


Contact Center and CRM Integration
Use attached data for searching and selection purposes during evaluation planning.


CallREC UI Integration
Launch ZOOM ScoreCARD directly from the ZOOM CallREC application

 

 

Overview / Call Recording / Screen Recording / Quality ManagementSpeech Analytics / Workforce Management / Live Monitoring