January 25, 2016
ZOOM Performance Analytics Puts Key Contact Center Info in One Place
By Rory Lidstone
ZOOM International (News - Alert) this week announced the launch of a new cloud-based reporting and analytics solution that aims to increase agent performance, improve efficiency and build up customer loyalty. Dubbed ZOOM Performance Analytics, the solution connects with dozens of internal and external data sources right out of the box, consolidating information into fully customizable dashboards and metrics.
ZOOM Performance Analytics is the latest addition to the ZOOM suite of software tools that help contact centers address service and compliance challenges, while creating excellent customer experiences. Recently, another one of ZOOM’s solutions, ZOOM Workforce Optimization, was chosen as a winner of the CUSTOMER Product of the Year Award.
“When speaking with customers, all over the world, we hear that most of them share a very common challenge: they spend an awful lot of time manually compiling information from multiple sources in order to make data-driven decisions,” said Simon Vostry, CEO and founder at ZOOM. “We are tearing down the walls that separate customers' data silos so they can get a unified view of exactly what is happening in their contact center.”
ZOOM Performance Analytics provides users with powerful and secure analytics they need to make informed decisions. Aside from creating personalized and automated reports, ZOOM Performance Analytics users can visualize their data from a desktop, tablet or smartphone, while drilling down to study specific issues and opportunities. They can also create and share dashboard reports quickly and easily, without the need for IT assistance.
Other features include over 50 prebuilt dashboards, over 100 KPIs and 300+ reports that immediately populate with data extracted from your ACD, IVR, CRM, HR system, enterprise resource planning (ERP), quality management, speech analytics and workforce management (WFM). This information gathered into one place makes it easier to track contact center performance data.
Despite its advanced feature set, ZOOM Performance Analytics can be set up within days with no need for additional hardware, software or storage costs.
Edited by Kyle Piscioniere