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 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

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