ZOOM Workforce Optimization


Are you looking to improve customer & agent engagement, contact center efficiency and compliance for your contact center or back office team?

Our Customers Love ZOOM Int. Software Solutions, because we build simplified workflows for complex problems. 

[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

Satisfied Customers: 
Net Promoter Score 88+

Our 2200+ contact center workforce optimization customers & partners have awarded us best-in-the-industry customer satisfaction scores, and we are on the 2018 Gartner Magic Quadrant for our industry. Business and technical leaders who choose ZOOM know this is what makes us unique in the industry—our workforce optimization delivers more satisfied customers than every other vendor out there.


Robust Enterprise 

ZOOM solves the hardest contact center call recording and monitoring problems in the world—this is critical for workforce optimization in many scenarios, including compliance (where call recording cannot drop). Our architecture is proven in multi-location, high availability scenarios with advanced media lifecycle management and security support, as well as deep Cisco, Genesys, Avaya, SIP (e.g. Audiocodes or ACME), and Radio integration—we record screens and video too.


Addresses Demanding Business Needs

ZOOM supports virtually every regulatory and compliance requirement in the contact center industry—PCI-DSS and most recently GDPR and MIFID II. For workforce optimization, call recording and monitoring integrates with ZOOM quality management and analytics (as well as CRM and call center telephony infrastructure). Businesses need workforce optimization that is 100% reliable, and ZOOM delivers.


Workforce Optimization: Business Drivers

According to McKinsey, "For every 10-percentage-point uptick in customer satisfaction, a company can increase revenues 2 percent to 3 percent."

Workforce optimization is the foundation to measuring and improving customer satisfaction and contact center operations. The benefits for workforce optimization contact centers are numerous:

  • Reduced attrition (protected revenue) through better customer satisfaction
  • Reduced agent errors and improved behavior provides more efficient and effective operations
  • Increased agent satisfaction, engagement, and loyalty
  • Improved customer satisfaction
  • Achieve regulatory compliance for PCI-DSS, MIFID II, GDPR, and more

Why Companies Pick ZOOM for Workforce Optimization

You can pick other companies, or you can pick the company most likely to make and keep you satisfied—we are #1 in customer satisfaction in our industry for a reason. Over 2200 voice engineers, call center directors, and partners have chosen ZOOM and given us an 88+ NPS—we score 8, 9, or 10 on 93+ of NPS surveys. 

Companies perform “continuous improvement” with ZOOM Workforce Optimization in over 90 countries—and at companies from dozens of agents to almost 10,000 agents. Besides being on the Gartner MQ for the past 4 years (, we are known to have the best contact center recording and monitoring in the industry—as most customers and partners put it, "Unlike your contact center recording competitors, your recording just works."

Voice and VOIP Engineers pick ZOOM for Call Recording and Workforce Optimization because:
  • Our call recording and media lifecycle management architecture is one of the most robust in the industry
  • Our call recording functionality has far fewer issues than many of our competitors
  • Our technical support for call recording and monitoring is world-class with the highest customer satisfaction rankings in the WFO industry
  • Our contact center recording and monitoring integration connects with contact center platforms such as Cisco UCCE & UCCX, Amazon Connect, Genesys, SIP, and Radios.

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