ZOOM INTERNATIONAL Announces Elevēo, A New Cloud platform and WFM Product.

 Nashville, TN and Prague, Czech Republic — May 21, 2019 — ZOOM International, the leader in driving customer experience through the emotion of the customer, today takes a major step in the Workforce Engagement Management market with the release of the Elevēo platform including the new Elevēo WFM.  This announcement represents the culmination of two major milestone initiatives for ZOOM International, the release of a new Workforce Management product as well as their first native cloud platform “as a Service offering”.

Unlike other companies that continue to expand via mergers and acquisitions, Elevēo was created by ZOOM to ensure an optimized workflow and ease of use. Our industry is fragmented, and we wanted to help customers expand from spreadsheets and multiple vendors to one.

Forecasting and Scheduling Simplified

Anyone who works in a contact center will agree that administratively, managing a workforce is difficult, time consuming, and counter intuitive by nature.  Even when the “herding cats” element of agents self-scheduling is removed, trying to align a staff (who may or may not be supportive of the effort) with best guess for coverage needs, the “math & science” portion of scheduling can be daunting.  Top this off with the fact that in most scenarios, the scheduling effort is often an “extra duty” of supervisors in the contact center rather than their primary responsibility. The result is daunting at best and a truly difficult set of tasks to accomplish at worst. 

ZOOM products have a reputation for being easy to grasp and master by their customers

In continuing the tradition of solving complex contact center problems with intuitive solutions, ZOOM has taken a deliberate and focused approach with Elevēo WFM.  “The consistent and overwhelming feedback from both our customers and the commercial market is that the WFM landscape continues to build more and more features geared at the enterprise market”.  The bells and whistles along with the algorithms are designed to meet the needs of enterprise customers instead of the vast majority of contact centers”, quips ZOOM CTO Bill Devlin.

Elevēo WFM is about delivering a powerful, intuitive solution less focused on features than on the creation of an ideal user experience with positive results.  Elevēo WFM aims to reduce the stress and complexity commercial and mid-market customer face when using or evaluating traditional WFM solutions. 

Native Cloud Powered

The Elevēo WFM product is only half of the story.  ZOOM’s new product is powered by a new platform, designed with native cloud architecture, processes and software from the ground up.  ZOOM has had a strong history of delivering reliable, scalable, secure solutions for both premise and hosted deployment models with 2000+ deployments in over 90 countries. Until now, ZOOM did not offer any products “as a Service”.  Elevēo is about to change that. 

Under the hood Elevēo is powered by cloud native software including Kubernetes, Docker, Prometheus, Grafana, Kafka, Helm, Packer, and many more.  Devlin comments, “we have a vision to create a single code base deployable anywhere — whether your needs drive you to a premise, cloud, hybrid or as a Service model, ZOOM will be there every step of the way." He continues:  "Our customers’ infrastructure needs are very diverse.  Elevēo addresses those needs head on.  We will not shackle customers to bare metal, VMWare, Hyper-V, Azure, AWS, or any other set of infrastructure.  What we will do is offer customers the same business benefits of a deploy anywhere native cloud solution with high scalability, reliability, elasticity, security and flexibility.” 

The Road to Elevēo

For its debut, Elevēo will be available as a service-based cloud product targeted for commercial WFM customers.  In the months that follow, Elevēo’s footprint will evolve to incorporate more features from the ZOOM suite culminating in its availability for deployment on premise, hybrid, or in the cloud.  ZOOM’s culture of innovation is fueling some bold visions from CTO Devlin, “we aim to have workflow driven automation across our WEM platform which leverages machine learning, artificial intelligence, speech and text analytics and NLP.  We are using these technologies to create single click workflows for quality management and custom forecasting algorithms for commercial customers using artificial intelligence and machine learning, and we are just getting started." 

Elevēo WFM is slated for launch by the end of July 2019

About Elevēo by ZOOM International

Elevēo was formed to provide easy to use, results oriented software.  Elevēo does not complicate or overwhelm customers with unnecessary features that increase time on task, training and workflows. Our products help you get results.  To date ZOOM’s award-winning products and services have helped over 2200 customers and partners worldwide, ranging from sub-100 agent contact centers to brands like Amerigas, IBM, Homecredit, Finansbank, Tata Sky, Generali, Allianz, and Vodafone spanning 90 Countries.

ZOOM has an 86 NPS Score from our customers for the trailing 365 days (as of 1 May 2019)!

Media Contact

Barry Williams
Director of Marketing & Platform R&D
ZOOM International
E-mail: barry.williams@zoomint.com 
www.zoomint.com

ZOOM International surpasses 2000 WFO installations Milestone

Reaching 2000 partner & customer installations 

FRANKLIN, Tennessee, & PRAGUE CZ-- ZOOM International a worldwide leader in call recording, workforce optimization (WFO), and compliance software for the contact center has surpassed 2000 partner and customer installations of their software.  

According to CEO Brian Shore:  “The 2,000 milestone is an incredible accomplishment regardless of business model. However, we humbly believe this is an even greater accomplishment for us because its 100% organic growth. Our customers and partners clearly appreciate our Cloud Native strategy and have distinct confidence in our ability to execute. We also believe that customers and partners would not continue to believe in ZOOM if we didn’t deliver a world class service experience based on trust, humility, swift execution and genuinely serving their needs!”

ZOOM provides products and solutions for over 230,000 agents in over 90 countries and maintains an exceptional NPS score (87) in parallel with our growth.  They are  proud of these achievements and look forward to elevating every encounter for customers as they push for the next milestone.

Media Contact: 

Barry Williams
Director of Marketing & Platform R&D
ZOOM International
E-mail: barry.williams@zoomint.com 
www.zoomint.com

ZOOM INTERNATIONAL HONORED AS SILVER & BRONZE STEVIE® AWARDS WINNER IN 2019 AMERICAN BUSINESS AWARDS®

Stevie winners will be presented their awards on June 11 in New York

 Nashville TN – May 1, 2019 – ZOOM International named the winner of a silver Stevie® Award in the New Products & Services category and bronze Stevie® Award for Company of the Year in The 17th Annual American Business Awards® today.

 The American Business Awards are the U.S.A.’s premier business awards program. All organizations operating in the U.S.A. are eligible to submit nominations – public and private, for-profit and non-profit, large and small. 

 Nicknamed the Stevies for the Greek word meaning “crowned,” the awards will be presented to winners at a gala ceremony at the Marriott Marquis Hotel in New York on Tuesday, June 11. Tickets are now on sale.

 More than 3,800 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration in a wide range of categories, including Startup of the Year, Executive of the Year, Best New Product or Service of the Year, Marketing Campaign of the Year, Live Event of the Year, and App of the Year, among others.  ZOOM International was nominated in the New Products & Services category - Business Technology and for Company of the Year – Computer Software – Medium.

 ZOOM believes these awards further demonstrate their investment into innovative, customer experience products, and their deep commitment to exceptional customer service. They are honored to be recognized by an elite awards program as the Stevies

 More than 200 professionals worldwide participated in the judging process to select this year’s Stevie Award winners.

 “The nominations submitted to The 2019 American Business Awards were outstanding.  They illustrate the continued vibrancy of innovation and high level of achievement across the American economic landscape,” said Michael Gallagher, president and founder of the Stevie Awards.

 Details about The American Business Awards and the list of 2019 Stevie winners are available at www.StevieAwards.com/ABA.    

About ZOOM

ZOOM guides contact centers toward increased revenue and decreased customer attrition by elevating every customer encounter.  Our software captures customer sentiment, providing a true north to guide contact centers in the measurement of people, processes, technologies and assets.  To date ZOOM has helped over 2200 customers and partners worldwide, ranging from sub-100 agent contact centers to brands like Amerigas, IBM, Homecredit, Finansbank, Tata Sky, Generali, Allianz, and Vodafone spanning 90 Countries.

Media Contact

Barry Williams
Director of Marketing & Platform R&D
ZOOM International
E-mail: barry.williams@zoomint.com 
www.zoomint.com

ZOOM International Featured on the cover of CIO Review Magazine's Customer Engagement Management Edition. 

ZOOM Customer Experience Recognition

April 16, 2019 09:00 AM Eastern Daylight Time

FRANKLIN, Tennessee, & PRAGUE CZ-- ZOOM International a worldwide leader in call recording, workforce optimization (WFO), and compliance software for the contact center has been selected for the cover of CIO Review Magazine’s 20 Most Promising CEM Providers special edition in April 2019, highlighting their commitment to elevating customer engagement for their customers. The article highlights how ZOOM focuses on customer sentiment and retention with innovative features to measure and react to customer feedback immediately after the interaction. ZOOM internally utilized customer focused metrics and workflow to score an NPS of 87 for service from its customers over the last 365 days.  In 2018 similar advanced features were made available as part of ZOOM’s products, allowing their customers to capture and react to customer sentiment more comprehensively than ever before. 

 

The full CIO Review article can be viewed at:  Download Article

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About ZOOM
ZOOM guides contact centers toward increased revenue and decreased customer attrition by elevating every customer encounter.  Our software captures customer sentiment, providing a true north to guide contact centers in the measurement of people, processes, technologies and assets.  To date ZOOM has helped over 2200 customers and partners worldwide, ranging from sub-100 agent contact centers to brands like Amerigas, IBM, Homecredit, Finansbank, Tata Sky, Generali, Allianz, and Vodafone spanning 90 Countries.
 
Media Contact

Barry Williams
Director of Marketing & Platform R&D
ZOOM International
E-mail: barry.williams@zoomint.com 
www.zoomint.com

ZOOM International Featured on the Cover of Silicon Review Magazine

ZOOM is featured in the 50 Most Trustworthy Companies of the Year, 2019 edition 
 

June 7, 2019 09:00 AM Eastern Daylight Time

FRANKLIN, Tennessee, & PRAGUE CZ-- ZOOM International a worldwide leader in call Silicon Review Cover Article Revolutionizing WFOrecording, workforce optimization (WFO), and compliance software for the contact center has been featured on the cover of Silicon Reviews' 50 Most Trustworthy Companies of the Year for 2019. The multi-page article describes how ZOOM follows a unique customer focused approach, & builds innovative products within the Workforce Optimization space. ZOOM believes that the article further demonstrates ZOOM's success as a leading WFO vendor and highlights its obsession with serving its customers.

The full article can be downloaded: Download Article

About ZOOM

ZOOM guides contact centers toward increased revenue and decreased customer attrition by elevating every customer encounter.  Our software captures customer sentiment, providing a true north to guide contact centers in the measurement of people, processes, technologies and assets.  To date ZOOM has helped over 2200 customers and partners worldwide, ranging from sub-100 agent contact centers to brands like Amerigas, IBM, Homecredit, Finansbank, Tata Sky, Generali, Allianz, and Vodafone spanning 90 Countries.

Media Contact

Barry Williams
Director of Marketing & Platform R&D
ZOOM International
E-mail: barry.williams@zoomint.com 
www.zoomint.com

ZOOM Selected for  2019 Magic Quadrant by Gartner 

Workforce Engagement Management Category

January 18, 2019 10:30 AM Eastern Daylight Time

FRANKLIN, Tennessee, & PRAGUE-- ZOOM International a worldwide leader in call recording, workforce optimization (WFO), and compliance software for the contact center has been selected as a Niche player for the Gartner magic quadrant for 2019.  ZOOM continues to round out their workforce engagement platform with native cloud technologies, customer engagement and analytics features to compliment their sterling service reputation. 

Gartner Disclaimer
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About ZOOM
ZOOM guides contact centers toward increased revenue and decreased customer attrition by elevating every customer encounter.  Our software captures customer sentiment, providing a true north to guide contact centers in the measurement of people, processes, technologies and assets.  To date ZOOM has helped over 2200 customers and partners worldwide, ranging from sub-100 agent contact centers to brands like Amerigas, IBM, Homecredit, Finansbank, Tata Sky, Generali, Allianz, and Vodafone spanning 90 Countries.

 

Media Contact

Barry Williams
Director of Marketing & Platform R&D
ZOOM International
E-mail: barry.williams@zoomint.com 
www.zoomint.com

ZOOM International Offers the Healthcare Industry an Innovation in PCI-DSS Compliance

An industry leading PCI-DSS solution for Epic customers

October 17, 2018 04:23 AM Eastern Daylight Time

FRANKLIN, Tennessee, & PRAGUE-- ZOOM International is a worldwide leader in call recording, workforce optimization (WFO), and compliance software for the omnichannel contact center. The company is known for innovative firsts, such as the ZOOM Omnichannel Search Engine powered by Solr. The latest innovation is an integration for Epic customers using APIs from both Epic and ZOOM International. The ZOOM Automatic Pause and Resume for PCI app helps healthcare companies achieve and maintain PCI-DSS compliance.

Do your contact center agents use EPIC? ZOOM helps healthcare companies address PCI and HIPPA compliance, with a new Epic Systems integration that making it easier than ever to implement Automatic Pause and Resume to ensure sensitive data isn’t recorded. 

Across industries, a large number of companies who accept credit card information are likely out of PCI DSS compliance. Most organizations store call recordings that contain credit card and/or verification data. New PCI-DSS standards strictly prohibit the capture and storage of this data. Advances in technology have made it riskier than ever to store this information. A 2017 study by IBM and Ponemon Institute estimates US companies have almost a 30% probability of experiencing a data breach.

The cost of breaches is increasing, with healthcare companies having some of the most severe penalties to date. Lawsuits, fines, revenue loss, attrition, remediation are just some of the penalties healthcare companies face. These can have a multi-million-dollar impact on companies of ANY size. The best solution is to never record cardholder data in the first place, by implementing automatic pause and resume.

Brian Shore, CEO of ZOOM International, explained, “The first step is admitting the problem. No security officer, compliance officer, or CFO should be OK with the risks of storing credit card information in call recordings. The solution is automatic pause and resume. When agents take credit card information, the system should pause recording while the data is captured and resume upon completion of the transaction. ZOOM excels in this area, having offered pause and resume functionality for years. Our latest innovation will help protect healthcare companies.”

ZOOM’s new white-paper and webinar, “PCI-DSS: A Million Dollar Risk for a 10-Cent Hacking Cost,” dives deep into the problem and solution. It is available at http://pages.zoomint.com/zoom-epic-apr_lp_v01. The app can be requested by Epic customers through the App Orchard [https://apporchard.epic.com/Gallery?id=768].

About ZOOM
ZOOM guides contact centers toward increased revenue and decreased customer attrition by elevating every customer encounter.  Our software captures customer sentiment, providing a true north to guide contact centers in the measurement of people, processes, technologies and assets.  To date ZOOM has helped over 2200 customers and partners worldwide, ranging from sub-100 agent contact centers to brands like Amerigas, IBM, Homecredit, Finansbank, Tata Sky, Generali, Allianz, and Vodafone spanning 90 Countries.
 
Media Contact

Barry Williams
Director of Marketing & Platform R&D
ZOOM International
E-mail: barry.williams@zoomint.com 
www.zoomint.com

ZOOM International is now an Amazon Connect Technology Partner

ZOOM Partners with Amazon Connect for cloud contact center quality & workforce management.
 

Jan 10, 2019 09:00 AM Eastern Daylight Time

FRANKLIN, Tennessee, & PRAGUE-- ZOOM guides contact centers toward increased revenue and decreased customer attrition by elevating every customer encounter.  Their software captures customer sentiment, providing a true north to guide contact centers in the measurement of people, processes, technologies and assets.

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 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. Learn more about how ZOOM's solution compliments Amazon Connect here: Learn More

About ZOOM

ZOOM guides contact centers toward increased revenue and decreased customer attrition by elevating every customer encounter.  Our software captures customer sentiment, providing a true north to guide contact centers in the measurement of people, processes, technologies and assets.  To date ZOOM has helped over 2200 customers and partners worldwide, ranging from sub-100 agent contact centers to brands like Amerigas, IBM, Homecredit, Finansbank, Tata Sky, Generali, Allianz, and Vodafone spanning 90 Countries.

 Media Contact

Barry Williams
Director of Marketing & Platform R&D
ZOOM International
E-mail: barry.williams@zoomint.com 
www.zoomint.com