Page 20 - TelecomReseller August-September 2017

20 Telecom Reseller August/September 2017
ZOOM International Introduces ZOOM Omnichannel Search Engine
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Frost & Sullivan projects that by 2020, customer experience will overtake price and product as a key brand di erentiator. Forrester found that customer experience leaders grow revenue at a 17 percent compound annual growth rate, whereas laggards only grow 3 percent. An Aberdeen report entitled “Omni- Channel Customer Care” found that within the top-performers:
● 85 percent conduct regular training of
customer care agents in the handling of omnichannel communications, compared with 66 percent among the other respondents
● 77 percent store customer contact data across multiple channels, compared with 48 percent
● 69 percent identify topics repeatedly addressed by customers across channels to nd where communications need to be improved in speci c channels, compared with 42 percent
To achieve this level of performance, contact centers need WFO technology that makes continuous contact center improvement easier and more automated. rough connectors
and APIs, search engines bring in all types of customer and agent experience meta-data, embracing omnichannel media capture for
call audio meta-data, chat and email. With search-driven UI, saved searches and text-based highlighting, managers can easily nd and quickly analyze omnichannel interactions in a few mouse clicks. ZOOM’s search technology also prioritizes where quality improvements can and should be made. No other data-driven WFO application can deliver these bene ts to contact centers in the same way.
“We designed a cloud-native search engine for next-generation, data-driven contact centers and smarter WFO applications,” said Brian Shore, chief executive o cer at ZOOM International. “With ZOOM’s search capabilities, contact
centers can access more varieties and volumes
of data with greater e ectiveness and speed. At the end of the day, this technology improves the customer experience across channels and in turn delivers better business outcomes in contact center operations.”
ZOOM Omnichannel Search Engine provides a foundation for companies to address one of the most challenging and important contact center metrics— rst contact resolution (FCR). FCR is challenging because siloed, time-
based interaction data must be captured and integrated, then prioritized. Search engines are purpose-built to capture, correlate, analyze and prioritize a myriad of structured and unstructured data from any type of device
or interaction over time—these capabilities play strongly towards the evolution of FCR. Traditional databases, data warehouses and CRM systems aren’t designed to manage this type of data as e ectively.
In contrast, ZOOM Omnichannel Search Engine delivers from ten to 100 times more speed and scale on ten to 100 times more
data versus traditional databases and data warehouses. In-house tests show that common queries on customer interaction data with a traditional database can take 5 or more minutes, but those exact same queries with ZOOM take just seconds.
With omnichannel search technology, ZOOM’s entire product suite captures, analyzes and improves customer interactions more e ectively than any other vendor in ZOOM’s industry
and sector. ZOOM collects a wide spectrum of interactions—CRM, customer surveys, audio and video metadata, computer screens, email, chat and collaboration. ere is a growing set of APIs to record SMS, social media, internet of things, IVRs, cloud integration services and more.
More information can be found at http:// www.zoomint.com. ■
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