The presentation demonstrates our sincere commitment to serving our customers and unleashing the service ethic to help others and lead a positive impact.

1. “PEOPLEDON’TCAREHOWMUCHYOUKNOWTILLTHEY
KNOWHOWMUCHYOUCARE.”
2016

2. MY ANNOYING PARTY QUESTIONS

3. “Did you get closer to your customer or further away this week?”

4. “How do you know?”

5. “What measurement do you use?”

6. 16 Years in the Customer
Experience Business
11 Offices with headquarters
in Nashville & Prague
235 WW Cisco Partners
204K Agent Seats
BASIC FACTSAND FIGURES

7. FOLLOW THE SUN SUPPORT 24/7

8. 1,460+
605 or 42% in last 3 Years

9. “SEEEEEEEEEERVICE!”

12. 65%
Net Promoter Score 2014

13. 77%
Net Promoter Score 2015

14. 1% Behind Apple

15. 2% Ahead of Apple

16. Featured for the 4th time in a row in
Gartner’s Magic Quadrant for Customer Engagement Center
Workforce Management
“Customer experience: Both vendors pride themselves on
the service they provide to customers. Zoom's Net Promoter
Score has risen from 65 to 77 over the past 12 months, and
this is the core metric used by both companies to evaluate
customer support and services.” (December 2015)

17. ZOOM International has
been ranked #1 WFO in
Customer Satisfaction by
DMG Consulting
2014 & 2015

18. HOW?
Heart
Measure
Consistency
Listen
Govern

19. Email
IVR Call Back
Text Back

21. TOP SERVICE
ISSUE?
Consistent Communication
3rd Party Issue
3rd Engineer Transfer

22. CUSTOMER COMMUNICATIONS

23. CUSTOMER COMMUNICATIONS

24. 3RD PARTY ISSUES

25. 3RD ENGINEER TRANSFER

26. INNOVATION - SPARK INTEGRATIONS

27. PREMIUM COMMUNICATIONS
Receive a Cisco DX-70 video endpoint for an enhanced
service experience that puts you in front of the line.
Benefits:
• White Glove Support Escalations
• Face-to-Face Training and Consulting
• Personalized Product Updates
• Executive Sponsorship
• Dedicated Cisco Spark Room

28. Leverage Cisco Spark for immediate access to
the ZOOM executive leadership team for any
escalations.
ZOOM Executive Sponsorship:
• Brian Shore – President
• Chase Tarkenton – VP, Sales & Marketing –
Americas
• Andrew Horton – Director, SAS - Americas
EXECUTIVE SPONSORSHIP

29. NPS NOTIFICATIONS – CISCO,SFDC,TWILIO &ZOOM
Real Time Notification
Executive Team on 3 Continents
1 Minute Response SLA
Show the Partner/Customer our
heart
Next version will allow immediate
response through Spark &
Tropos

31. ANALYTICS – CISCO,SFDC&ZOOM
Scheduled Delivery - Morning
Booked Orders & Generated
Pipeline
NPS
Product Classification
Customer Feedback

32. ANALYTICS – CISCO,SFDC,&ZOOM

35. INNOVATION – NEXT 30 DAYS
Engineering Transfers
3rd Party Disposition
48 Hour SLA Notifications

36. DEMO & QUESTIONS

37. Major Data Sources Supported Out of the Box

38. SUPPORTED DATASOURCES
Native
ZOOM CallREC
ZOOM ScoreCARD
ZOOM SpeechREC
ZOOM FeedBACK
ZOOM eLEARN
Cisco UCCX
Cisco UCCE & PCCE
Teleopti WFM
Genesys CIM Platform
3rd Party Extractors
Adobe Marketing Cloud
AWS Cloudsearch
AWS S3
AdOcean
App Annie
appFigures
Box
BrightIdea
Constant Contact
Coupa
Elasticsearch
Eloqua Campaign
ExactTarget
Facebook
Facebook Ads
Flurry
Get Satisfaction
GitHub
Google+
Google Adwords
Google Analytics
Google DoubleClick
Google Drive
GreatVines
Harvest
Hubspot
Instagram
JIRA
Magento
Mailchimp
Marketo
MediaMind
MS Dynamics CRM
Mindbody
Netsuite
Ooyala
Pardot
Paymo
Pigeon Importer
Pingdom
Pinterest
Pivotal
Recurly
Salesforce Chatter
Salesforce Marketing
Cloud
SalesForce.com
Scup
SendGrid
Sklik
SugarCRM
Telfa
Twilio
Twitter
Yammer
Youtube
Zendesk
Zuora
Databases
dBase
Derby
Hadoop/HDFS
HP Vertica
Firebird
Kognito
Microsoft Access
Microsoft SQL Server
MongoDB
MySQL
Oracle
PostgreSQL
Redshift
SAP
SQLite
Sybase
TOTVS
Protocols
REST
SOAP
JMS
SFTP
HTTPS
WebDav
JDBC
ODBC
Structured
XML
JSON
CSV
FTP Upload
Unstructured
LDAP
Email
JavaBean
BLOB

39. CONTACT US
United States
Czech Republic
United Kingdom
Turkey
Russian Federation
Ukraine
Poland
Thailand
South Africa
Australia
You can always reach us by email: sales@zoomint.com