ZOOM Workforce Optimization


Does your Contact Center or Back Office need Workforce Optimization (WFO)?

Does your Call Center (for sales, marketing, or service) need Quality Management with VOIP Call Recording and Monitoring as part of a Workforce Optimization Suite?

[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 86+

Our 1700+ contact center workforce optimization customers 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 service and satisfaction—every CEO, VP of Sales/Marketing/Product cares about competitive advantage and revenue
  • Reduced agent errors and improved behavior changes provide more efficient and effective operations—every COO and contact center operations leader wants to do reduce costs while adding more value
  • Increased agent satisfaction, engagement, and loyalty—employee attrition is expensive and time consuming; these are costs that all business leaders want to avoid
  • Improved customer satisfaction—make them happy, and they are more willing to spend more money with you; make them mad, and they are gone
  • Achieve regulatory compliance for PCI-DSS, MIFID II, GDPR, and more—there are some expensive fines that can be avoided if there is a continuous, WFO-driven improvement process in place

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 1700 voice engineers, call center directors, and partners have chosen ZOOM and given us an 86+ NPS—we score 8, 9, or 10 on 93+ of NPS surveys. We humbly say, “this is world class” :), and we’ve won both Golden Bridge and Stevies awards for our results.

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 2018 (and several prior 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, Genesys, Avaya, SIP, and Radios.
Call Center Directors pick ZOOM for Workforce Optimization because:
  • Our customers love us—our net promoter score is world-class at 86+
  • Partners recommend us and other customers refer us
  • Our product is not too complicated, nor too simple—companies get everything they need without bloated features and costs
  • We have market leading workforce optimization products with over 1700 customers in 90 countries and across every industry
  • Our combination of call recording and related products drives continuous improvement:
    • Capture: call recording, voice recording, screen capture, and live monitoring
    • Analyze: contact center analytics, speech analytics, and workforce management
    • Improve: Quality management, voice of the customer, and e-learning
  • We are award-winning industry leaders in customer satisfaction and noted for customer satisfaction by multiple industry analysts, and call recording and monitoring is our foundation
Partners choose ZOOM because:
  • We don’t compete with our partners—we sell workforce optimization 100% through partners
  • We are trusted to deliver value without customer satisfaction issues in call recording
  • Our product is recognized as an industry leader—out of 70
  • We are easy to do business with and build strong, effective partner relationships
  • Our sales engagements and promotions are loved by partners—ask about our incentives (both trips and cash rewards), they are amazing
  • Our services team ensures customers become and stay satisfied

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