ZOOM Introduces Contact Center Business Intelligence, Connecting Data Silos to Help With Strategic Decision-Making

CIOReview Team | Thursday, 19 May 2016, 11:20 IST

ZOOM International announces the launch of ZOOM Performance Analytics, a cloud-based reporting and analytics to increase agent performance, improve efficiency and build customer loyalty. The solution connects out-of-the-box with dozens of internal and external data sources and consolidates the information into fully customizable dashboards and metrics, greatly helping informed decision-making.

"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. 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," said Simon Vostry, CEO & Founder at ZOOM.

ZOOM Performance Analytics is the latest addition to ZOOM's software tools to help contact centers address service and compliance challenges, and create excellent customer experiences.

"Contact centers today are awash with data but too often are starved for actionable information. Data sources continue to multiply, especially with the advent of social media," says Dick Bucci, chief analyst at Pelorus Associates. "ZOOM's new cloud-based Performance Analytics combines the best of traditional performance management with advanced data and speech analytics."