Customers

banner-subpage.jpg

Customers

Discover companies like yours who have found success with ZOOM.

Customer Stories

Finansbank

Finansbank was obliged to purchase a recording system to meet their legal obligations for recording all calls made and received by employees in the head office and all company branches.

"The difference between ZOOM and other vendors is that they showed great flexibility during implementation, and they provide very fast and effective support if issues arise."
Read
kenya-power

The company decided to centralize their contact centers and update their purely manual quality processes to incorporate modern electronic tools. After researching their options, they chose ScoreCARD as their quality management (QM) solution.

"ZOOM is very straightforward – [their] interface is simple and it is pretty much aligned with what other contact center solutions in the world do."
Read
tauron

TAURON needed a fully modern contact center that met all internal security requirements for High Availability (HA), data storage and encryption. As a result TAURON is now recording 100% of all calls, with an internal audit confirming that all security requirements are being met.

“Implementation went smoothly, and the production stage confirmed the high quality. As a result we increased the number of licenses and now have over 500 seats recorded by ZOOM.”
Read
Rostelecom-logo

Quality Management Productivity: The quality management (QM) department did not meet Rostelecom’s monthly call monitoring target. Rostelecom was considering hiring more quality monitors – a recurring expense.

"We are very satisfied that we managed to increase the productivity of the QM managers by 20%. [ZOOM] helped us...save money on the operations costs and [we could] use [the funds] for the further development of our contact centre."
Read
Rostelecom-logo

Reducing Average Handling Time: The Technical Support Service Department in the call center processes approximately 600,000 calls per month. At the start of the year, AHT (Average Handling Time) was 8:10 minutes, a clear space for improvement.

"Reducing the AHT by 1:35 minutes is a very good achievement for us, as it has a direct impact on our main operating costs. We can say that 30% of this saving was achieved by unifying the skill set of the agents, and 70% of the effect was reached by improved coaching and control."
Read
Rostelecom-logo

Improving First Call Resolution: The customers' FCR was improved using ZOOM ScoreCARD with integrated Speech Analytics.

"We managed to increase FCR in several groups of calls. In some of them, the increase was up to 18%. [In total], we increased FCR by 1.5%–1.7% after implementing ZOOM SpeechREC. FCR is a very important KPI for us and we considered [this increase] to be a good result...we plan to continue [to improve]."
Read
Ceska pojistovna

Ceska Pojistovna needed a user-friendly tool to provide clear reporting and to randomly select calls according to clearly defined parameters. Reaching a 15% increase in QM productivity was the result of simplified reporting and centralized collection and storage.

“ScoreCARD is one main tool for evaluation which can be administered from one place even when the contact center has large numbers of agents in many sites handling many different projects and services. It is very user friendly and we can change things ourselves easily such as evaluation forms without constantly requesting technical assistance.”
Read
egyptian-ambulance

Egyptian Ambulance Organization selected ZOOM CallREC to record calls for compliant investigations and security purposes.

"I am very satisfied with working with ZOOM. ZOOM helped me. They have good project managers who help me all the time with my projects."
Read
resource-cec-bank.jpg

CEC Bank set up their contact center to handle telephone banking transactions. Call Recording was selected as the recording system to ensure all calls and screens were recorded for compliance and liability management purposes. Quality management (QM) is seen as essential in order to maximize agent professionalism.

“The two applications enable me to make proper evaluations and develop agents’ professional skills. The agents realize they need to improve [in] many more areas by listening to their own calls. They can hear what I hear.”
Read

Testimonials

Shangri-La-Hotel-logo-1024x768-1.png

“The two applications enable me to make proper evaluations and develop agents’ professional skills. The agents realize they need to improve [in] many more areas by listening to their own calls. They can hear what I hear.”

Alex Soliman, Quality & Training, Shangri-la Hotel, Malaysia
home-credit-logo_rgb-jpg.jpg

"We are grateful to ZOOM International for the very professional work during the re-location of our data center. Everything was done in time and on a high professional level. We believe in keeping our good business relationship and are looking forward to the future cooperation with your company."
Novitskiy Sergey, Deputy CIO, Home Credit & Finance Bank
rusfinance.jpg

“RusFinance selected ZOOM CallREC together with ScoreCARD to expand operations with powerful recording and quality management to motivate our agents and optimize our staff resources.”
Anna Ivanova, Deputy Head of Analytics and Methodology, RusFinance