The Growth of ZOOM as a Contact Centre Technology Provider

ZOOM shares details into its growth as a contact centre technology firm, highlighting how it can help organizations improve the customer experience.

Today, customers are increasingly less loyal as a result of modern-day demands for instant access, answers and gratification.

A single unsatisfactory encounter may drive a customer to permanently end their relationship and find a new brand.

Contact centre personnel on the front lines during interactions face the heat when a single poor experience could result in losing a customer.

Unhappy customers often vent their anger through word of mouth and negative postings on social media, further damaging a brand’s reputation.

On the flipside, the onset of the digital age is an opportunity for businesses to reinvigorate their contact centres and elevate every encounter with customers.

While many companies offer so-called customer experience solutions, one name creating buzz in the space is global firm, ZOOM International.

The firm enables its clients to decrease customer attrition and improve brand sentiment by capturing and measuring customer emotion at the point of contact.

During its nearly two-decade journey, the firm has guided over 2,200 customers and partners worldwide, including name brands like AmeriGas, IBM, Home Credit, Finansbank, Tata Sky, Generali, Allianz, and Vodafone, spanning across 90 countries.

“We teach companies how to creatively use survey, or the Emotion of the Customer (EoC), as their true North to guide improvements to people, processes, technologies, and assets within the organization,” says Brian Shore, CEO of ZOOM International.

The Growing Prowess

Since its inception, ZOOM has had a role in meeting the needs of its IT and contact centre clients, helping them reach revenue growth targets.

To create a more comprehensive picture of the firm’s overall capabilities, a leading global communication carrier with a very low NPS was looking for a partner to aid them in improving their NPS.

The firm joined hands with ZOOM and achieved staggering NPS improvement within a couple of months, subsequently reducing the client’s customer churn rates.

“Using our platform, the customer began collecting close to 15k surveys per day. After driving process improvements based on the EoC results, they saw a 15% increase in NPS, which translated to millions of dollars in revenue. Now that is pretty impressive.”

Over the years, the firm has become a name in the workforce optimization (WFO) space. They have an exceptional reputation for over-serving their customers, often helping them with problems unrelated to ZOOM software.

ZOOM has also been a recipient of many awards and received recognition as an insightful emerging vendor five times in the last six years in the Gartner Magic Quadrant for Workforce Optimization.

“We were also positioned as one of the seven companies on the new Gartner WEM Magic Quadrant in 2019,” states Shore.

Adding to this, the firm has also established partnerships with leaders in the industry, such as Cisco (SolutionsPlus) and Amazon Connect (Technology Partner).

In the year ahead, the firm will launch its first fully cloud-native platform for bridging the gap between on-premise and cloud deployments.

Elevating Efficiency, Compliance & Customer Experience

ZOOM provides a suite of WFO products that enable its clients to influence customer sentiment and navigate market trends.

With ZOOM Quality Management, enterprises can deploy strategic quality management programs and guide team leaders to conduct productive, efficient, and regular evaluations.

The solution automates scheduled reviews and enables team leaders to accurately measure agent performance with standardized, predefined scorecards and configurable deadlines, and to listen confidentially to recorded conversations.

They can also analyse weak or robust performers by comparing skills and use customer sentiment trends to identify development for both individual agents or entire teams.

Next, the product trains agents to augment their capabilities and better prepares them for elevating customer experience with ZOOM’s ‘E-learning & Coaching solution.’

Protecting Your Organization and Customer Data

Data breaches are more common today than ever before and owing to the proliferation of speech-to-text cloud software, hackers are more easily able to extract credit customer data from recorded contact centre calls.

Shore mentions that many organizations store call recordings containing credit card and verification data, which is strictly against PCI-DSS policies.

To this end, ZOOM enables organizations to protect customer data with its Automatic Pause & Resume (APR) recording feature.

For instance, ZOOM APR is integrated with Epic for healthcare customers using APIs from both EPIC and ZOOM International.

APR for EPIC enables automated pause and resuming of recorded calls based on user actions within the EPIC user interface. As the architecture is API based, it allows companies to integrate with external sources pause recordings.

Shore notes, “ZOOM excels in providing secure compliance solutions. We are committed to continued developments in this space to benefit our customers’ contact centre and back office teams.”

Moving the Needle Using Surveys

Additionally, the firm’s survey product helps its clients capture the true sentiment of their customers and serve them more impactfully.

“The randomized manual evaluation processes prevalent in most contact centres are not effective as they ignore the most important question: How did you make your customer feel?”

ZOOM’s EoC solution enables contact centres to tie feedback to specific customer interactions and subsequently take actions to serve them in a better way.

“Our firm is committed to driving changes in the status quo of contact centre operations through our unique approach to surveys and ultimately decreasing customer attrition.”

Partnering to Measurably Improve NPS

When it comes to elevating customer encounters and generating positive NPS, the firm helps its clients bolster customer loyalty and decrease attrition, thus driving revenue growth.

“You don’t have to be a Harvard MBA to know that if your revenue growth target is 15% and your attrition is 5%, then your actual growth target is 20%,” adds Shore.

The firm’s offer makes it easy for businesses to collect, connect, measure, and act on customer feedback in near real time.

ZOOM takes pride in being one of the few WFO vendors that can link survey results directly to the interaction which triggered them, closing the feedback loop with almost zero effort. “Customers will never forget how you made them feel” extols the industry veteran.

Author: Robyn Coppell