Subj : Zoom wants to make sure your contact center experience is as pain
To   : All
From : TechnologyDaily
Date : Tue Sep 19 2023 15:30:03

Zoom wants to make sure your contact center experience is as painless as 
possible

Date:
Tue, 19 Sep 2023 14:20:36 +0000

Description:
New AI tools built into Zoom for Contact Center customers promise huge 
efficiency boosts all round.

FULL STORY
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Zoom has rolled out a nifty feature update for call center customers in an 
effort to boost engagement and customer satisfaction, and surprise surprise, 
AI makes an appearance. 

With the launch of its Workforce Engagement Management suite, the company 
hopes to eliminate the need for businesses to have to source different bits 
of software elsewhere, instead providing it all under one roof. 

Kentis Gopalla, who heads up the new suite at Zoom , said: The contact center 
is at the heart of every customer experience, and the Workforce Engagement 
Management suite ensures that Zoom customers have everything they need to 
deliver excellence to their customers. Zoom Workforce Engagement Management 

The suite comprises specifically two separate tools: Workforce Management and 
Quality Management. The latter uses artificial intelligence to help analyze 
customer interactions, which Zoom says can help to improve agent performance. 

The tool can scan conversations with AI-powered speech analytics to help make 
sure call center staff are asking the right questions, all while keeping on 
top of agent KPIs, thus reducing supervisor workload. 

Workforce Management is a tool thats geared more toward the business and its 
operations, helping to ensure that a contact center is staffed with the right 
number of agents to meet demand requirements. 

It uses AI to forecast this using historical data up to four weeks in 
advance, which then allows it to generate recurring schedules from the Zoom 
app. 

Quite how Zooms Contact Center tools stack up to other call center software 
remains to be seen, but the companys commitment to AI should reassure 
customers who are looking for the most efficient workflow that this might be 
the solution for them. More from TechRadar Pro Like the sound of this but not 
working in customer care? You can still check out the best AI tools Here are 
the best video conferencing apps to stay in touch with colleagues remotely 
Zoom unveils its most divisive feature yet - an AI-powered digital assistant



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Link to news story:
https://www.techradar.com/pro/zoom-wants-to-make-sure-your-call-center-experie
nce-is-as-painless-as-possible


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