The Zoom Quality Management Suite 5.3 is a web-based workforce optimization solution for contact centers, currently serving 1,200 customers across 88 countries. It integrates seamlessly with existing infrastructures, maintains compliance with recording laws, and offers tools for live monitoring, e-learning, and speech analytics. The suite is noted for its flexibility in implementation and efficient customer support.

2. WORKFORCE
OPTIMIZATION
SOLUTION
For contact centers and back office

3. 1200 SATISFIED CUSTOMER ORGANIZATIONS
IN 88 COUNTRIES

4. Version 5.3 of ZOOM Quality
Management Suite demonstrates
ongoing innovative approach
to the development of a
web-based WFO solution
in alignment with our core values:
analytics-driven, powerful,
easy-to-use, and open.
” Šimon Vostrý
Founder and CEO

5. CAPTURE ALL CUSTOMER
INTERACTIONS FOR COMPLIANCE,
QUALITY, AND LIABILITY NEEDS

6. WITH A SCALABLE,
ROBUST AND MULTI-TENANT
SOLUTION

7. ZOOM Quality Management Suite 5.3

8. LEVERAGE your existing infrastructure
with seamless integration
Cisco UCCE, Cisco UCCX, Genesys and Avaya

9. PCI DSS
COMPLIANT
to handle sensitive data of
your customers and
comply with recording laws

10. Ensure 100 % reliability in
critical environments
Maintain redundancy with
HIGH AVAILABILITY
setup and synchronization
to a central location

11. Record encrypted
voice communication
SRTP

12. No missed
recordings with
PRERECORDING
Record even after
the end of a call

13. Keep on recording in the
SRST mode in the event
of WAN failure

14. Listen and
watch live
all ongoing
customer-agent
interactions with
LIVE MONITORING

15. Get the complete picture of
your agents’ work
CAPTURE
AGENT
SCREENS

16. ELEVATE
to a higher standard
of service with
QUALITY
MANAGEMENT

17. Start listening to the
real VOICE OF
THE CUSTOMER
and learn business-critical
information

18. Provide targeted E-LEARNING
to your employees
Create training
content quickly, and
measure results

19. Get started with
SPEECH ANALYTICS
in less than an hour
without any customisation
and understand what your customers are
really talking about

20. The difference between ZOOM
and other vendors is that they
showed great flexibility during
implementation, and they provide
very fast and effective support if
issues arise.
Bulent Kargin
Consulting Designer at IBTech

21. Manage your staff and
accurately forecast
demand with
WORKFORCE
MANAGEMENT

22. ENHANCE
Cisco MediaSense
with all benefits
of ZOOM QM Suite

23. WE LOVE TO DEMO
OUR SOLUTION
TO YOU