It opened up the door to look at, "What is the best fit for us?" in a call-center perspective—Call Recording, ScoreCARD, workforce management—to piece together a best-of breed. Brian Yost
Manager of Communications Services at Amerigas
[ZOOM has] given us a clear view of what our agents are doing on the phones. It allowed us to listen to their calls, and to coach and develop our agents. Without the ZOOM quality management or the call rec system, we would not be able to have that process in place. Patrice Chance
Memorial Hermann Health Services
The QM is a good tool for us to use to help with our team member knowledge. We can see issues and things that they need to improve on, and we look at that through the QM process.Derrick Harper
Guest Services Manager at PCI Wind Creek
[ZOOM is] a company that actually love(s) solving problems and, as an engineer, I love that. I love solving problems for my customers. Kevin Parrett
VP, Contact Center at Presidio


ZOOM 6.0 Webinar

Replay the ZOOM 6.0 Webinar

Announcing ZOOM 6.0, which includes an industry first - and one of the biggest innovations in WFO history—ZOOM Omnichannel Search Engine. Now, you can "search customer conversations much like searching the Internet."

ZOOM 5.8 Webinar

Replay ZOOM 5.8 Webinar

ZOOM achieved world class satisfaction score with Zoom 5.8. Find out how Cisco ImprovementsEmbedded Performance Analytics, and new architecture improvements make our upgrades the fastest, lowest risk, and highest value in the WFO industry.


Reports, White Papers, & eBooks


MiFID II Compliance with ZOOM

In it, we explain our support for MiFID II, which is a very simple, quick to implement, and low-cost way to ensure your ZOOM Call Recording or ZOOM Quality Management products address the regulations.


Contact Center Decision-Makers' Guide 2015

Contact center go-to experts ContactBabel released a major annual report studying the performance, operations, technology and HR aspects of contact center operations.




Getting Started with QM

Get best practices in Quality Management from around the world. If you want to get some new ideas about quality management in contact centers, get your personal copy today.


Keeping agents in your contact center

Understanding your agents helps to keep the best ones. This free ebook is designed to give you the basics for how to understand and retain the call center talent you need to succeed.


Omni-Channel QA Best Practices for Contact Centers

To improve the customer experience, engage agents and eliminate risk, enterprises should build omni-channel QA programs and implement them as soon as possible. This white paper provides best practices to help companies build an effective omni-channel QA program for their contact centers.

FCR in an Omni-Channel World

FCR in an Omni-Channel World

Organizations need a performance management environment that captures all aspects of the customer journey and the actions taken to address the issue at each step of the process. This white paper will explain how to calculate FCR, discuss the applications needed to collect and analyze the business intelligence, and provide the steps for getting started.

Delivering Great Service in an Omni-Channel World

Delivering Great Service in an Omni-Channel World

To deliver an outstanding customer experience (CX), companies need the right resources, practices and technology working together to give agents the information they need in real time so they can help resolve customers’ issues. When analytics is interjected into the process, it takes service to the next level, as it enables agents to personalize the experience for each customer.


Workforce Optimization Product and Market Report

Want to serve customers better and more cost effectively while getting valuable information about every interaction? Download this analyst report, from DMG Consulting LLC, and learn why ZOOM is ranked #1 in customer satisfaction.


PCI DSS in Contact Centers

Many contact centers handle sensitive customer payment card information on a daily basis. As a result, adoption of the PCI DSS by all payment card companies presents a huge challenge. This white paper is designed to help you understand the impact PCI DSS has on your agents, as well as your recording and storing of interactions.


Customer journey mapping

You want your customers to have a good experience at every step of their journey with you, so it’s essential that you map out that journey, step by step. This whitepaper is designed to give you the basics for how to identify, assess and improve every step your customers take in their journey with you, to retain your current customers and attract new ones.


Yes, you need speech analytics

Speech analytics can be confusing – you know it has benefits, but you're not sure what they are or how to get them. This free whitepaper is written in conversational English to give you a thorough introduction to speech technology – what it is, how it works, how it can help you, best practices and how to figure ROI to see if it's right for you.


What is workforce management

There are six processes Workforce Management can help you improve your customer service operations – forecasting, planning, scheduling, operating, reporting, and performance analysis. This whitepaper is a highly readable, foundational introduction to all six, giving you a solid grasp of the fundamentals of using WFM successfully.