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.
Empower your team with AI-first Workforce Engagement Management
Evaluate and uplevel your team with Zoom Quality Management
Uncover critical business insights with speech and text analytics and evaluate your customer service interactions with AI so supervisors can focus on coaching.
Uncover key customer experience insights faster
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Uncover trends and opportunities with AIQuickly spot trends, identify root causes, and take action on insights to improve customer experience and accomplish your business goals.
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Generate actionable insights with ease
Unlock the “why” behind every customer interaction with AI-generated insights.
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Focus your time on solving problems–not finding them
Spend less time searching for problems and more time solving them to drive better service, higher CSAT, and real business impact.
Improve quality across all interactions with AI
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Automate scoring and evaluations with Auto QM
Leverage AI to score every interaction instead of just a subset. Generate more complete insights across your customer base with voice and screen recording.
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Let AI analyze interactions with Ask QM
No more listening to recorded calls or reading transcripts. Quickly uncover optimization opportunities with a conversational AI interface that understands and evaluates every interaction.
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Build personalized and comprehensive coaching plans for every agent
Turn your QM managers into full-time coaches. Improve agent performance with robust AI-generated summaries and tailored coaching plans for each agent.
Take the guesswork out of forecasting and scheduling with Zoom Workforce Management
Leverage AI to evaluate interactions, complete scorecards, and surface insights for supervisors and coaches.
Schedule the right agents, at the right time
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Say goodbye to broken spreadsheets
Leverage dedicated AI modules to keep track of all activities, shifts, scheduling groups, and more, all within a single application.
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Pinpoint accuracy for short and long term forecasting
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
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Easily scale workforce planning as your team grows
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 visibility into how your team is getting work done
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Surface adherence insights with AIMaintain consistent visibility into agent adherence and leverage AI Companion to surface insights about adherence and utilization.
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Keep employees engaged and empowered
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.
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A single, unified platform
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.
Getting started with AI in the contact center
Learn the building blocks for successfully implementing AI without losing the human touch.
