Now generally available for Zoom Contact Center customers, Zoom Workforce Management and Zoom Quality Management help boost employee engagement and customer satisfaction
September 18, 2023 – Zoom has announced the general availability of Zoom’s Workforce Engagement Management suite, including Workforce Management and Quality Management for Contact Center customers, the latest additions to Zoom’s customer experience solutions portfolio that helps support teams create a better way to work. The Zoom Workforce Engagement Management suite bolsters Zoom’s customer experience (CX) software offering by empowering users to scale team operations, optimize agent schedules, improve staffing challenges and agent engagement (Workforce Management), and provide valuable feedback and coaching opportunities to increase agent motivation and performance (Quality Management). Both solutions are fully integrated with Zoom’s cloud contact center for an easy-to-use, intuitive, and reliable all-in-one solution.
“Zoom Workforce Engagement Management suite removes the need for multiple vendors to help customer experience and support leaders streamline contact center operations and transform their customer experience, all on one platform,” said Kentis Gopalla, head of Workforce Engagement Management and product ecosystem for Zoom Contact Center. “The contact center is at the heart of every customer experience, and the Workforce Engagement Management suite ensures that Zoom customers have everything they need to deliver excellence to their customers.”
Quality Management Functionality
Zoom Quality Management is an AI-powered CX tool that allows contact centers to analyze customer interactions to improve agent performance and unlock key business insights. Quality Management helps increase agent proficiency and performance by providing coaching and learning opportunities for continuous improvement. This gives customer experience team leaders critical insights they need to boost productivity, increase agent morale, and reduce supervisor workloads. The result is a happier contact center team that can deliver better customer experiences.
Workforce Management Functionality
Zoom Workforce Management helps ensure that contact center teams are equipped with the right number of agents to meet customer demands.
Contact center leaders can quickly forecast staffing, automate scheduling, and manage workloads to meet demand requirements.
The Workforce Engagement Management suite, including Workforce Management and Quality Management, is available for Zoom Contact Center customers beginning today. For more information on Workforce Engagement Management and the complete customer experience solution that Zoom offers, visit the Zoom website.
Zoom is an all-in-one intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic for businesses and individuals. Zoom technology puts people at the center, enabling meaningful connections, facilitating modern collaboration, and driving human innovation through solutions like team chat, phone, meetings, omnichannel cloud contact center, smart recordings, whiteboard, and more, in one offering. Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California. Get more info at zoom.com.