The main theme of this release is “improving the digital customer experience in contact centers,” and it includes the following new functionality: 1. Greatly increased coverage for telephony platforms and omnichannel interactions—AudioCodes, ACME Packet, web page visits, chats, emails, and more 2. Support for the most significant privacy laws in history 3. Delivering a “Smarter” contact center The 6.3 Quick Overview: 1. Greatly increased coverage for telephony platforms and omnichannel interactions: a. ZOOM 6.3 isn’t just Cisco, Avaya, and Genesys anymore but includes support for the most pervasive SIP-based platforms in the world, including Audiocodes, Oracle ACME Packet, Broadsoft, Skype, ShoreTel, NEC, Atos, and more—and for on-prem, cloud-based, and hybrid architectures. b. ZOOM 6.3 can capture page visits, emails, chats, recording of virtually any unified communications audio or video (through screen capture), voice of the customer surveys—all through open APIs and cloud middleware like Zapier or apps like Upstream Works. c. ZOOM has also expanded support for recording hand-held radios in the first responder, public safety, transportation, education, and other industries. 2. Support for the most significant privacy laws in history: a. Affecting companies in the EU, US, and more, GDPR has been called “Y2K” all over again—the deadlines for compliance will be here at the end of May. ZOOM 6.3 has full support for GDPR. b. In addition to GDPR support, most companies also need to consider the use of manual or automatic pause and resume (APR) to support recording under most privacy laws—its use prevents private information from being captured in the first place (Download the ZOOM GDPR White Paper). APR is also one of the key ways to achieve compliance with PCI-DSS regulations. c. By extending our open APIs for APR to the healthcare industry, ZOOM will be the first WFO vendor in the EPIC App Orchard—EPIC software users can have an integrated ZOOM APR without any heavy lifting. 3. Delivering a “Smarter” contact center: a. ZOOM 6.3 delivers enhancements to the ZOOM omnichannel search engine to make it easier to analyze and pinpoint conversations—with double quotes, Boolean operators, saved search, speech tags, custom meta-data, and more. b. Advanced Tagging is in 6.3—like #TwitterHashTags, companies can now tag or enrich interactions with meta-data to improve the way they capture, organize, analyze, and act on improvements or enforce compliance policies. c. ZOOM 6.3 also provides the ability to improve all contact center resources, not just agent behavior—web pages, CRM apps, mobile apps, policies, processes, and other resources can have quality assessments to help improve and impact key metrics. The release notes and software are available on the ZOOM Support Portal.

1. Webinar
Introducing ZOOM 6.3
Wednesday | 04.18.2018

2. Thank You!
Gratitude

3. ZOOM 6.3
Digital Customer Experience (CX) in the
Contact Center

4. Agenda
• 10 Min – Quick ZOOM Overview
• 30 Min – New Capabilities in 6.3
• Pervasive Media Capture
• More telephony platforms, omnichannel interactions, radios
• Regulatory Compliance
• GDPR, Automatic Pause/Resume APIs, PCI-DSS and EPIC
• A Smarter Contact Center
• Search as Core, Search Analytics and Tagging, Improved
Contact Center Operations
• 2 Min – Wrap-Up
Presenter
Adam Bloom, VP Marketing, ZOOM
• 20+ years in customer-experience, CRM,
big data, and cloud apps; w/ZOOM 2 years
• Led or contributed heavily to contact center
operations at Siebel, Oracle, MCI/Verizon,
TELUS, Unica
• Founded customer loyalty training co (2011)

5. ZOOM in a Nutshell
Customer & Partner Survey:
“What are the top reasons you recommend ZOOM?”
1. 49% - Fits my needs–not too simple, nor too complex.
2. 34% - Partners recommended ZOOM.
3. 31% - The extremely high customer satisfaction by ZOOM.
4. 28% - Simple & straightforward, which we valued the most.
5. 25% - Reputation and referrals from other customers.
Based on 200+ Respondents
• 1700+ Customers and 350+ Partners
• 90+ Countries and All Industries
• Customer Size: SMB, Commercial, ENT
• Worldwide Leader in Customer Satisfaction
across ALL Industries:
• 94 NPS in Q1 2018, 89 NPS in 365 Days
• Awards: Stevies, Golden Bridge
• Analyst Perspective
• 3x Top Customer Sat Rating by DMG
• Gartner 2018 WEM MQ
• Top 7 of 70+ Vendors

6. ZOOM’s Value
• Improve CX in the Contact Center
• Increase Revenue & Satisfaction
• Raise Internal Agent AND
Resource Effectiveness
• Achieve Compliance
• Enhance Contact Center
Operations (Agile CC)
(Deliver software product value somewhere between
bloated functionality and overly simplistic)
Capture
AnalyzeImprove
Operationalized
Smarter
Strategic

7. ZOOM’s
6.3 Suite
Capture
AnalyzeImprove
Call
Recording
Voice of the
Customer
Speech
Analytics
Video
Recording
Screens
and Apps
Live
Monitoring
eLearning
Workforce
Management
Performance
Analytics
Quality
Management
Omnichannel
Search Engine
Omnichannel
APIs
Search Analytics
And Tagging

8. Who Trusts ZOOM to Deliver Value?
Finance,
Insurance
Utilities,
Transportation
Telco Public Healthcare Retail, Travel Automotive

9. ZOOM 6.3 – Themes
Digital Customer Experience (CX) in the Contact Center
• Smarter WFO App Platform
• Better CX Analysis and
Decision-Making
• Improved Contact Center
Ops across All Resources
• Support for GDPR
• Privacy with Automatic
Pause and Resume (APR)
• EPIC Healthcare / ZOOM
APR Integration
• More Telephony Platforms
• Expanding Omnichannel
Interactions
• Digitization of Radios
1
Pervasive Digital Media
Streams and CX
Interactions
2
Greatest Privacy
Regulations in History
3
A Smarter Contact
Center

10. Pervasive Digital Media Streams and
CX Interactions
New in ZOOM 6.3

11. New in ZOOM 6.3:
Support for ~95% of Carriers,
PBX/UC/IP Platforms, and Mobile
Networks

12. Contact Center Trends
SIP, SBCs, and the Hybrid Cloud
Current State Future State
Internet
Telephony
(UCaaS, CCaaS, CPaaS,
WebRTC)
Mobile
Telephony
(BYOD, VoLTE, OTT)
Enterprise
Telephony
(On-Prem, PBX, IP-PBX)
Service
Provider 2
Service
Provider 1
PSTN /
TDM
SIP /
VOIP
SBC
Recorder 1
Remote
Site
SBC SBC
Internet
Telephony
(UCaaS, CCaaS, CPaaS,
WebRTC)
Mobile
Telephony
(BYOD, VoLTE, OTT)
Enterprise
Telephony
(On-Prem, PBX, IP-PBX)
Service
Provider 2
Service
Provider 1
Recorder 4
Recorder 1
Recorder 3
Remote
Site
Recorder 2
PSTN /
TDM
SIP /
VOIP

13. SBC Business Drivers
• Interoperability:
• Legacy
• SIP/VOIP
• Internet
• Mobile
• Lower Costs, Gradual Migration, and
Consolidated Management
• Security
• Consolidated Recording
6.3 Support for SBC/UC Vendors
• Support for SIP Standards
• Extendable, Pluggable, Flexible APIs
to Support Multiple Vendors in Depth
• Robust, Multi-Site, Multi-Media,
Omnichannel Architecture
• Full WFO Suite for the CX
Contact Center Needs
SBCs

14. ZOOM 6.3: Cisco Coverage
One Recording, Media Capture, and Quality Management
Platform, the Most Comprehensive Cisco Support
• Spark Hybrid
• CUCM
• CME/SRST
• CBE 6000/4000
• HCS
• Jabber
• Cisco Unified Border
Element (CUBE)
UC and UCaaS
• Spark Care Hybrid
• HCSCC
• UCCE, UCCX, PCCE
• Finesse
• MediaSense
• IP IVR
• CVP
• Cisco Email/eGain
Customer Care
• Telepresence
• WebEx Telepresence
• EX/DX/SX
• Jabber Video
Conferencing
• Spark Client, Phone
• Telepresence MX and SX
• Telepresence SX
• IP Phone 8000/7000
• IP Phone 7900/6900/3900
• Small Business 500/300
• IP Communicator
• Jabber for MAC/Windows
Collaboration Endpoints
New in ZOOM 6.3

15. ZOOM 6.3: Audiocodes Coverage
Note: AudioCodes Mediant 800B passed testing in ZOOM lab. Additional lab testing underway. POCs Available.

16. ZOOM 6.3: SIP/SBC Case Study
Large Financial Institution
MiFID II Regulation and Financial
Trade Recording
Mobile phones must be recorded
Agreement with carrier to pass
recordings
Broadsoft determines recording
sessions based on phone #s
Streams passed to ZOOM for
recording
Financial Advisor
on Mobile Phone,
Remote Agent, or
On-Prem Agent
Client
on Any Phone
Carrier Network
ACME
SBC
Customer Data Center
and Network
ACME
SBC

17. New in ZOOM 6.3:
Support for Omnichannel Interactions
across Dozens of Major CRM and
Web-based Apps

18. WFO/QM
addresses
every
single one
Contact Center Trends
Chief Customer Officers

19. ZOOM 6.3: Capturing Omnichannel CX
• Channels Captured
• Web, Mobile, Tablet “Page Visits”
• Emails
• Chats
• Audio: Carrier, Cloud, On-Prem, Mobile
• Screen Capture (e.g. ANY UC apps)
• Video: Carrier, Cloud, On-Prem, Mobile
• Voice of the Customer Surveys
• CX Records (to do QM on)
• Zapier Integration
• Hybrid Cloud Middleware (iPaaS)
• Integrates SFDC, Hubspot, Intercom,
Surveymonkey, and more
• Upstream Works Integration
AnalyzeImprove
Capture

20. Customer Activity
• Views a Page/FAQ
• Emails the Contact Center
• Chats with an Agent
• Calls to Talk
• Wants to video or
screenshare
• Follow-Up Survey
ZOOM 6.3:
CX Use Cases

21. ZOOM 6.3: Capture Omnichannel CX
Customer Interaction Timeline
On-Prem Network
On-Prem Middleware
Cloud Middleware
1
Web Page
Visits
2
Emails
3
Chats
4
Audio, Video,
Conference
5
Screen
(+ Audio)
6
VOC
and CX

22. Esca Today
Visited Web Page [Hubspot>Zapier>ZOOM]
Emailed Us [Salesforce>Zapier>ZOOM]
Chatted Us [Intercom>Zapier>ZOOM]
Called Us [Cisco>ZOOM]
Video Call/Conference [Webex>ZOOM]
VOC [Cisco/ZOOM or Email]
Search by Email Address
CX Record [Google-Forms>Zapier>ZOOM]
Screen Rec [Webex>ZOOM Screen Share]

23. ZOOM 6.3: Upstream Works Integration
• Unified agent desktop for
omnichannel interactions
• Used in Cisco call
environments
• Simple integration with
ZOOM
• Calls and digital
interactions go into
ZOOM for omnichannel
quality management

24. ZOOM 6.3: Zapier Integration
• Cloud Middleware
(iPaaS)
• Similar Vendors:
• Dell Boomi, Informatica,
SnapLogic, SAP, IBM,
Mulesoft/SFDC, Jitterbit,
Oracle, MSFT, RabbitMQ
• Fast: E.g. we “developed”
the Hubspot-to-ZOOM
integration in <2 hours
• 1000+ Apps in their
Marketplace

25. New in ZOOM 6.3:
Digitization of Radios

26. ZOOM 6.3: Radio Recording
• Trends
• Digitization of Radios, Minimal
Deployment Time, Cost-Effective,
Interoperability, Software-Defined
• Needs
• First responder, public safety, security,
defense, field services, transportation,
construction, education, retail,
manufacturing, logistics.
• ZOOM 6.3 Capabilities
• Barix interface updates
• Audiocodes Support
• Cost improvements by recording radio
and VOIP on one ZOOM platform.
Note: Audiocodes radio testing underway. POCs Available. More info coming soon.

27. Greatest Privacy Regulations in
History
New in ZOOM 6.3

28. New in ZOOM 6.3:
Support for the EU’s GDPR

29. Trends
Compliance – Why GDPR Matters
“The most intrusive technology
regulation ever.”
“Law firms and consulting firms are
starting to use phrases like ‘this is
Y2K all over again.’”
“Unintended Consequences of the European
Union's GDPR”
Source – Nov 27, 2017
Author:
Industry Analyst and Advisor, Richard Stiennon

30. Why Does GDPR Matter?
There are 20 Million Financial
Reasons
Fines can be €20 million or 4% of global annual revenues, whichever is
higher (e.g. 4% of €1 billion in revenue is €40 million).
Applies to U.S. as well – anywhere data on EU citizens is captured!

31. Crystal Ball for Future US Laws?

32. GDPR: A Different Paradigm
Pre-GDPR: Power to the Company
• “Do Not Call Me or Email Me.”
• “I control my preferences…”
• In my “online profile” or app
• Via texts and emails (maybe)
• Via phone calls
Post-GDPR: Power to the People
• “I’m dead to you.”
• “Please…”
• Explain how you use my data
• Show me all of it
• Delete all of it

33. White Paper
Go to:
zoomint.com/gdpr
Disclaimer: ZOOM is NOT providing legal advice within
this presentation or the white paper. Each company
should consult their own lawyers on legal matters such
as GDPR.

34. GDPR Support is
NOT an additional SKU
for ZOOM customers!

35. New in ZOOM 6.3: Support for GDPR
Note: This Section Could be 30 Slides
Item Topic/Regulation ZOOM 6.3 Capability
1 New Compliance Roles and Responsibilities
(What is Being Processed and How)
Compliance Analyst Permissions, Documentation Tooling,
Search and Analysis, Tagging, Admin, Retention, Mobile
Recording
2 More Granular Consent All the above helps with understanding and defining consent
3 Customer’s Right to Access Export Data (human readable)
4 Right to be Forgotten Tag, Prevent, Delete, Anonymize
5 Data Portability Export Data (machine readable)
6 Privacy and Data Protection by Design Audit Services, Auto-Delete/Retain, PCI-DSS, MiFID II, DR,
HTTPS/SSL, Encryption, APR and MPR, RBAC, etc.
Remember to Perform Quality Assurance on the Process

36. The Customer’s Right to Access
Show Me My Data
Tag, Export,
Anonymize.
Tags are
applied to
identify and
control
records that
should not
be forgotten.

37. Privacy & Data Protection by Design
The Default Way of Thinking
ZOOM Audit
Services can
track 100+
User and
System
Events.

38. New in ZOOM 6.3:
Auto Pause/Resume APIs
and EPIC Healthcare Integration

39. Why does pause/resume matter in
GDPR (and every privacy regulation)?
You can’t easily anonymize a phone call after the fact, but you can “anonymize
them in advance” (i.e. during the call).

40. 6.3: Automatic Pause/Resume API
• Needs
• PCI-DSS regulatory requirement
(i.e. don’t record sensitive data)
• Can apply to GDPR, MiFID, etc.
• Capabilities
• Manually press a button to pause
and resume recording (MPR)
• Automatically have system pause
and resume recording (APR)
Customer Agent
API

41. EPIC APR
Example: Finesse Gadget API Available for ANY AppEPIC APR Integration
Manual Pause/Resume
• Other EMR systems
• Salesforce.com, MS
Dynamics, or other CRM
• Credit card payment
applications
• Retail by Phone
• Collections
As healthcare worker’s cursor
moves into EPIC UI to capture
credit card info, the ZOOM API
pause command is triggered
automatically.
When cursor leaves, trigger
made for recording to resume.
First WFO in the EPIC App
Orchard

42. A Smarter Contact Center
New in ZOOM 6.3

43. Recap: ZOOM’s Value
• Improve CX in the Contact Center
• Increase Revenue & Satisfaction
• Raise Internal Agent AND
Resource Effectiveness
• Achieve Compliance
• Enhance Contact Center
Operations (Agile CC)
(Deliver software product value somewhere between
bloated functionality and overly simplistic)
Capture
AnalyzeImprove
Operationalized
Smarter
Strategic

44. Contact Center Trends
Improving CX Operations with WFO
# Top 10 Item ZOOM Impacts?
1 Reducing Customer Effort Yes - e.g. Our NPS
2 CX Automation (e.g. Chat Bots, Web) Yes - For Non-Agent
3 Improving VOC/Intelligence Yes - ZOSE
4 Customer Journey Mapping Yes - Use Search
5 Improving Agent Experience Yes - QM
6 Personalization to Improve CX Yes - QM
7 Upgrading Technology Yes - 6.3 Upgrade
8 Optimizing Training/Learning Yes - WFO
9 Improving Collaboration w/others Yes - Screen Rec
10 Proactive Engagement Yes - Search/ML/AI

45. Search Fulfills ALL Human Needs :)
Search Gmail for Personal
Find Hotels, Cars, Flights
Search Outlook for Work
Find Food, Clothes,
Diapers, Toys, and More

46. ZOOM 6.3: Search is the Core
• After data is captured, everything
starts with a query:
• What do we analyze and improve first?
• What agents get what training?
• What other assets get improved?
• Search Engines “crush” databases:
• WFO & 3Vs: Volume, Velocity, Variety
• ZOOM’s core is Apache Solr™
• Top open source search engine, used
by Aol, Apple, eBay, Zappos, Gamespot,
Intuit, SFDC, Instagram, NASA, etc.
• We still use a database for some cases.
ZOOM Omnichannel
Search Engine (ZOSE)
Capture
AnalyzeImprove
Operationalized
Smarter
Strategic
Unique & Different
No one else in the WFO
industry uses search like
ZOOM

47. ZOOM 6.3: Search UI Enhancements
Saved Searches (like saving a report)
Full Text Search with Highlighting
Boolean Searches
• Exact Match “”
• Exclude -
• Must Include +
• Must include both AND
• Must include either OR
• Exclude NOT
• Grouping (problem OR issue) AND CompanyXYZ
Search ANY Meta DataSearch Speech TagsSearch Manually Created Tags

48. ZOOM 6.3: Advanced Tagging
• Tagging is Like:
• Meta-Data
• Calls, MP3s, XML, KVPs
• #TwitterHashTags
• Endlessly flexible
• Amazon.com Average
Customer Review
• Consumer-tagged with 1-5 stars
• Tagging helps you organize
data and be more effective at
“going around the circle”

49. ZOOM 6.3: Advanced Tagging
Use Cases
• Capture more “Strategic” Meta-Tags
• Agents Enrich with Tags
• E.g. Complaint about poor chat
• Analyze Smarter via Tagging
• Group/Organize Focus Areas
• E.g. GDPR, Train on Talk Time, First
Contact Resolution
• Improve & Operationalize by Tag
• Tag for Others to Take Action
• E.g. Improve FAQ, Train on Topic, Poor
Process
ZOOM Omnichannel
Search Engine (ZOSE)
Capture
AnalyzeImprove
Operationalized
Smarter
Strategic
Complaint
Talk Time
Long Bad CallsGood Calls
Training
Created and
Assigned

50. 6.3 Search as Core
Search for CX like you
search on Amazon.com
Search structured data
(speech was unstructured, now is structured)
Search UNstructured data
Tag data
Save searches like you
save reports

51. 6.3: Example—Evolve to Self-Serve
“Before” Use Case
• Customer
• Goes to website FAQ page
• Chats you, no good answer, out of time
• Emails you, doesn’t get clear answer
• Calls you once it’s urgent, maybe needs a screen share
• No improvement to FAQ means same
deficiency continues
“After” Use Case (with ZOOM, Quality
Management on the Omnichannel CX)
• Agent tags call with poor CX for first contact
resolution (i.e. customer makes statement of
“how FAQ was poor” or “chat response stunk”)
• Analyst organizes and prioritizes interactions by
two tags: “Improve FAQs” + “Impact FCR+AHT”
• Writer evaluates tagged CX to identify FAQ
improvements, updates FAQ with better content
• Supervisors train agents to email/chat link to
new FAQ and better answer calls
Capture
AnalyzeImprove
1. Agent tags
“Bad FAQ” in
ZOOM Finesse
Gadget
2. Analyst
organizes tags
by FCR + AHT
3. FAQ Writer
Evaluates and
Fixes Bad FAQs
4. Good FAQs
published to
WWW, agents
trained

52. ZOOM 6.3 – Themes [Recap]
Digital Customer Experience (CX) in the Contact Center
• Smarter WFO App Platform
• Better CX Analysis and
Decision-Making
• Improved Contact Center
Ops across All Resources
• Support for GDPR
• Privacy with Automatic
Pause and Resume (APR)
• EPIC Healthcare / ZOOM
APR Integration
• More Telephony Platforms
• Expanding Omnichannel
Interactions
• Digitization of Radios
1
Pervasive Digital Media
Streams and CX
Interactions
2
Greatest Privacy
Regulations in History
3
A Smarter Contact
Center

53. Thank You!
Gratitude
zoomint.com/go63
• Slides on Website
• Sales: Demo Request on
Website
• GDPR White Paper