ZOOM International Releases Performance Analytics for Customer Service Professionals

On Monday, ZOOM International, a provider of contact center technologies, launched Performance Analytics, a cloud-based solution designed to help customer support organizations consolidate into one platform data from internal and external data sources. 

According to a statement from Simon Vostry, ZOOM International’s CEO and founder, customers of the company face a common challenge as they try to improve service agents’ productivity:

"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."

ZOOM International's tools are designed to help service organizations tackle service and compliance-related challenges. The vendor offers video and call recording tools, speech analytics, workforce management, and customer experience solutions, among other items.

According to ZOOM International's Web site, Performance Analytics connects with more than 60 sources (as well as custom-built applications), to extract customer data. It then uses a model to link the information together into one environment, enabling users to display the accumulated data via dashboards and reports on their computers, mobile phones, or tablets. The system is configured so that agents can also create their own visualizations and share them across the firm without the assistance of IT. The goal is to help contact center professionals focus on specific information so they may identify outstanding issues and opportunities for growth. 

The package comes equipped with more than 50 prebuilt dashboards, 100 KPIs, and 300 reports, which are regularly populated with data from IVR, CRM, HR, and ERP systems, as well as from other sources. Users will receive dashboard updates every two weeks, which will supply them with newly designed tools and metrics that address recurring business problems. On its Web site, ZOOM International says that Performance Analytics is designed to be "up and running in 24 hours."

"By providing a tool that can be up un running within days, we want to show customers that business intelligence and actionable results do not [require] projects [that go on for] months and years," Vostry wrote in an email to CRM magazine.

Dick Bucci, chief analyst at Pelorus Associates, said in a statement that with data sources and social media proliferating, speed to action is vital:

"Contact centers today are awash with data but too often are starved for actionable information.... ZOOM's new cloud-based Performance Analytics combines the best of traditional performance management with advanced data and speech analytics."

ZOOM International has more than 1,400 customers in 92 countries, and operates in 21 localized languages, according to its Web site. 

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