Zoom Quality Management uses AI to automatically evaluate every customer
interaction so teams can uncover more insights, improve agent performance, and
drive better results for your business.
Spot patterns with better visibility into team performance.
Spend less time reviewing for more coverage without more headcount.
Make coaching sessions more impactful with data-driven insights.
Share performance insights with teams to reduce churn.
Orchestrate customer interactions across phone, video, email, chat, SMS, and social media.
Deliver fast support 24/7 with an AI agent that can resolve customer issues end-to-end.
Zoom CX Insights delivers AI-driven answers from customer data—no dashboards needed.
Gain visibility into team performance and eliminate scheduling guesswork.
Empower agents with real-time insights to resolve customer issues faster and boost satisfaction.
Manager, Workforce Management & Analytics, Cricut
Talk with one of our CX experts to come up with a plan that’s right for you.
Zoom Quality Management is an AI-powered solution that helps contact centers evaluate 100% of their customer interactions automatically. By automating evaluations and scoring every interaction, it gives you greater visibility into your CX performance and surfaces the macro-level trends you need to coach with confidence.
Our AI uses customer sentiment analysis and topic detection to highlight specific behaviors. This allows managers to use data-driven scorecards that make feedback objective and impactful, linking agent performance directly to business outcomes like CSAT and NPS.
Yes. The platform is designed to sync insights between departments to help keep the whole team aligned. For example, Product teams can identify usability issues of feature requests, while Marketing can assess how new campaigns or messaging are resonating with customers directly from their interactions.
Zoom Quality Management is part of a connected ecosystem that includes Zoom Contact Center and Zoom WFM. This integration enables you to transform every interaction into actionable business intelligence, so your quality insights, scheduling, and customer journeys are all managed within a single, unified platform.
