Zoom Contact Center Features

Administration (11)

Database Management: Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable.
Data Workflows: Operationalizes data delivery workflows to easily scale repeatable preparation needs
Issue Management: Provide workflows to create and escalate issues related to risks and requests
Integrations: Integrates with live chat, chatbots, help desk, or other customer service software
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Performance and Reliability: Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took
Automation: Automates some or all operation related tasks
Performance Analysis: Monitors call volume and quality to evaluate agent performance.
Dashboards: Has a centralized dashboard for users to interact with.
Forecasting: Forecasts scheduling needs based on historical data.
Intraday Management: Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

Policies and Controls: Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc.
Data Governance: Ensures user access management, data lineage, and data encryption
Compliance: Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA.
Auditing: Perform ad-hoc or ongoing IT audits at different levels of the company.

Risk Data Attributes: Identify risk data attributes such as description, category, owner, or hierarchy.
Data Transport: Protects data with some form of encryption as it leaves your secure or local network.
Access Management: Allows administrators to set user access privileges to permit approved parties to access sensitive data.
Multi-Factor Authentication: Requires a second level of authentication, such as sms messaging or customized tokens, to access data.

Voice: Provides voice call functionality.
Social: Provides an interface for one or more social media channels.
Web Chat: Includes or integrates with live chat initiaited from the company's web site.
Mobile SMS: Accepts contacts initiated through SMS or other mobile text functions.
Email: Allows CSRs to receive and answer customer emails.

Session Routing: Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.
Session Queuing: Callers can be routed to a queue or placed on hold until an agent becomes available.
Concurrent Calling: Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
Speech Analytics: Provides some level of analytics based on keywords and vocal tones.
Auto Dialer: Has auto dialing or predictive dialing functions for outbound use.
IVR: Includes an interactive phone menu.
Inbound Screen Pop: Populates CSR's screen with available customer data.
Persistent Data: Maintains and shares information across channels and agents as the case progresses.

Session Summary Notes: Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.
Administrator Access: Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards: Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording: Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.
Agent Scheduling and Assignment: Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.
Call Recording: Allows supervisors/managers to record and review telephone conversations of agents.
Reporting & Dashboards: Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Agent Availability: Offers complete visibility into agent availability to efficiently create and manage schedules.
Skills Management: Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.
Shift Scheduling: Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.
Agent Self-Service: Allows agents to set their own preferences, request time off, and trade shifts.
Mobile Access: Allows users to access the software using mobile devices.
Call Monitoring: Allow managers/supervisors to monitor calls for quality assurance purposes.
Performance Evaluation: Allows managers/supervisors to evaluate the performance of agents.

Omnichannel: Allows inflow of requests through various digital channels such as email, social media, etc.
Mobile Access: Allows users to access the software using mobile devices.
Queue Management: Provides queue management in case of increase in case/call inflow.
Call Routing: Allows distribution of incoming calls to agents.
Call Back: Allows users to request a call back.
IVR: Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.
Automatic Call Distribution: Allows automatic distribution of incoming calls to the agents.