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Amazon Connect

ZOOM and Amazon Connect - A winning combination

Capture Customer Experience from the Cloud

Contact centers traditionally required a large up-front investment of time, resources and money to implement and maintain necessary software and infrastructure.  Amazon created a splash with their revolutionary self-service, usage-based cloud contact center offering: Amazon Connect

ZOOM delivers a world class WFO platform as a complimentary, flexible, easy to spin up, pay per minute offering via a seamless integration with Amazon Connect. The future is here, your organization can pay as you go for all your contact center needs with ZOOM’s top tier WFO software paired with Amazon Connect.
 

To learn more please watch this 2 minute demo video: 

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ZOOM is an AWS Technology Partner

Amazon Connect and ZOOM make it easy to deliver an exceptional customer experience.

The following features are supported with ZOOM’s Amazon Connect integration: 

  • Import of recorded conversations, media and metadata from Connect
  • Search & Replay of Voice Recordings
  • Media Lifecycle Management
  • Quality Management
  • Speech Analytics
  • Compliance features for GDPR
  • Open APIs for integration to AWS and other Contact Center applications

Click here for more information about ZOOM's integration with Amazon Connect:

 Learn More

Are you ready to take a closer look? Schedule a demo

ZOOM WFO + Amazon Connect

Capture

Capture

ZOOM's WFO suite will import recorded conversations augmented with call data from Amazon Connect for review and optimization of agent activities within our quality management product. 

Select

Select

Use our powerful native search to discover which interactions to review based on your tailored business requirements. Schedule reviews by team or agent at specific intervals, perform reviews to improve customer satisfaction. 

Replay

Replay

Find the most critical calls using ZOOM's search based conversation screen and call tagging features.  Once an area for improvement is found, write up an agent review and assign E-learning to improve adherence to scripts, compliance or improve customer experience.

What makes us different?

Improve Contact Center Efficiency

Improve agent effectiveness, call coverage and optimize your teams using the ZOOM WFO suite coupled with Amazon Connect.

Smarter Contact Center

Experience the innovation of a single view of the combined customer experience with ZOOM’s search-based conversation dashboard. Capture your customer’s loyalty with post call NPS® surveys and analyze results with quality scores using ZOOM dashboards. ZOOM’s contact center focused reporting and analytics help you make informed decisions and optimize your organization.

Compliance & Regulations

Maintain regulatory and compliance requirements that conform with GDPR, PCI DSS, FDCPA, Sarbanes-Oxley (SOX), HIPPA, Telemarketing Sales Rules (TSR) and the Securities Exchange Act.

Capture Customer Experience

Our products comprehensively capture and collate interactions from your customers through multiple channels including voice, text, chat,& email into a single quality management system. ZOOM products go as step further, allowing for survey of customers to capture their experience directly from the source.

 Contact Center Focused Analytics

ZOOM Performance Analytics (ZPA) is a cloud-based reporting tool providing an easy to use interface for presenting complex data. Relevant metrics are put into intuitively-designed reports , organized thematically across topic-specific dashboards. Each dashboard contains integrated data generated by ZOOM products and external data drawn from applications in the contact center ecosystem. The simple interface makes designing reports and dashboards much easier than other analytics tools. ZPA provides the functionality of Business Intelligence without the complexity.

Let's get started. See it in action