Zoom launches workforce engagement management suite

Zoom has debuted its Zoom workforce engagement management suite, including workforce management and quality management for contact centre customers

The Zoom workforce engagement management suite is designed to improve Zoom’s customer experience software by enabling users to scale team operations, optimising agent schedules, improve staffing challenges and agent engagement (workforce management). Feedback and coaching opportunities can also be incorporated to increase motivation and performance.

Both systems are integrated with Zoom’s cloud contact centre.

Zoom quality management is an AI-powered CX tool that allows contact centres to analyse customer interactions to improve performance and access business insights.

Quality management offers AI-powered speech analytics as well as the ability to review customer interactions at scale with AI and automation features.

Zoom workforce management offers forecasting by using AI models to pull data directly from Zoom contact centre into the forecast to analyse historical trends for future staffing needs, predicting call volume and handling time.

Scheduling features are available to automate and optimise schedules from forecasted data to generate recurring schedules that can be adjusted on the fly. Leaders can map the status of workers, automating calculations without spreadsheets.

Real-time adherence metrics are also available to respond to unplanned events and staffing needs.

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