Enable high-quality interactions and compliance with organizational standards, and get critical insights that help you maintain optimal staffing levels with Zoom Quality Management and Workforce Management.
Uncover critical business insights with speech and text analytics and evaluate your customer service interactions with AI so supervisors can focus on coaching.
Quickly spot trends, identify root causes, and take action on insights to improve customer experience and accomplish your business goals.
Unlock the “why” behind every customer interaction with AI-generated insights.
Spend less time searching for problems and more time solving them to drive better service, higher CSAT, and real business impact.
Leverage AI to score every interaction instead of just a subset. Generate more complete insights across your customer base with voice and screen recording.
No more listening to recorded calls or reading transcripts. Quickly uncover optimization opportunities with a conversational AI interface that understands and evaluates every interaction.
Turn your QM managers into full-time coaches. Improve agent performance with robust AI-generated summaries and tailored coaching plans for each agent.
Leverage AI to evaluate interactions, complete scorecards, and surface insights for supervisors and coaches.
Leverage dedicated AI modules to keep track of all activities, shifts, scheduling groups, and more, all within a single application.
Leverage the power of AI and machine learning models that pull data directly from Zoom Contact Center, including historical voice channel volumes and handle times to predict future trends for staffing and scheduling weeks, months, or years into the future
Boost productivity with an intuitive planning experience to optimize staffing this week or up to 2 years into the future. Hit the ground running using drag and drop functionality, create new or build fast from existing templates to streamline the entire scheduling process.
Maintain consistent visibility into agent adherence and leverage ZoomMate to surface insights about adherence and utilization.
Give your agents more control over their schedules with Shift Bidding and Shift Swapping. Meet the needs of all agents with features like overnight staffing and time-off and start-time requests.
Integrate directly with Zoom Contact Center to leverage key planning and performance data. Solve your biggest challenges across customer satisfaction and retention, agent experience and turnover, and business performance and profitability.
Learn the building blocks for successfully implementing AI without losing the human touch.
