Zoom launches suite for contact centers

CALIFORNIA, UNITED STATES — Communications technology firm Zoom recently rolled out its Workforce Engagement Management suite tailored for Zoom Contact Center clients.

Aimed at transforming support operations, this suite introduces tools to enhance staffing and agent performance.

The suite features Zoom Workforce Management to optimize team operations and agent schedules and Zoom Quality Management to emphasize agent feedback and performance enhancement.

Zoom Workforce Management ensures centers have the right staffing. It provides forecasting, auto-scheduling, and live monitoring to meet demands effectively.

Meanwhile, the AI-backed Zoom Quality Management allows centers to dissect customer interactions, enhancing agent performance and reducing managerial burdens. Key features include AI-enhanced speech analytics and tools for large-scale customer interaction reviews.

A notable aspect is the suite’s seamless integration with Zoom’s cloud contact center, offering a streamlined, reliable solution.

Zoom Contact Center Workforce Engagement Management Lead Kentis Gopalla added that the new suite integrates essential tools, removing the need for multiple vendors and moving contact center operations to a single platform.