Zoom Quality Management Suite,

A set of solutions for record of calls, quality managements of service and performance in contact centers and environments of unified communications.

The packet of ZOOM for quality management provides a full range of integrated solutions for effective management of contact center or the environment of unified communications, including record of customer interactions according to the PCI-DSS standard, record from screens, job evaluation of operators, monitoring in real time, speech analysis and integration into solutions for personnel management

The packet of ZOOM Quality Management Suite allows to carry out record of customer interactions, record of screens, job evaluation of operators, monitoring in real time, speech analysis and integration into solutions for personnel management. This packet is excellently scaled: it can be developed both in small contact centers, and in distributed environments of large enterprises; besides, it completely supports the hosted and multirent environments. The integrated packet of products, easy for installation, has the convenient web interface in the language preferred by you.

Advantages:

• Full support of platforms Cisco and Genesys
• The deep integration into the Cisco and Genesys platforms providing synchronization of users and connection of data of contact center
• Within the Cisco Developer Network program the compatibility with Cisco UC Manager, Cisco Unified Call Center Express and Enterprise and also Cisco Unified Communications 500 Series is provided
• Being an OEM partner Genesys, the ZOOM company supports Genesys SIP Server and Genesys Customer Interaction Management Platform
• Positive control of lifecycle of information on the basis of your requirements to its record, archiving, recovery, backup and removal
• Support of the reserved and distributed deployments meeting requirements for a part of scalability and performance
• Complete localization in a set of languages. Each user can select the interface language preferred to them; it is possible to add new localizations easily.

Besides:

• Full support of the BroadSoft BroadWorks platform
• Full compliance to the regulatory requirements PCI DSS, HIPAA, Sarbanes-Oxley and SEC at data recording
• Full integration with solutions of the leading suppliers on personnel management on the WorkFORCE platform
• Access on the basis of privileges, including a possibility of enciphering of calls with the complete control registry of all actions of users for providing the high level of security

Architecture of ZOOM QM Suite

The reference platform of ZOOM on management of interactions is integrated with the products ZOOM QM Suite. This platform for management of interactions is responsible for preserving of interactions, rules of record and metadata and also for system administration and accomplishment of problems of integration. The products ZOOM QM Suite interact and communicate with each other by means of this platform of management. Such functional separation provides flexibility in development and support of new versions of the IP telephony platforms and also opens a way to adding of functionality to a reference platform.