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ZOOM International Introduces Video and Telepresence Recording to Drive Personalized Customer Experience
Cisco Contact Centers and back offices are able to add a video channel to personalize customer care while ensuring compliance.
ZOOM International announced today that its Workforce Optimization Solution for Cisco contact centers and back offices in Version 5.7 adds Video and Telepresence Recording to its offering, which captures, stores and manages video conversations so that nonverbal communication between customers and agents can be monitored and used to improve performance and customer experience.
"Face to face conversations evoke emotions, build trust and foster loyalty and that's exactly what you want to achieve remarkable experience and boost productivity. Video-enabled contact centers and back offices can add these elements of communication to their daily operations while not being worried about security or compliance," said Simon Vostry, CEO & Founder at ZOOM.
ZOOM Video & Telepresence Recording is a built-in, PCI-compliant and affordable solution which enables recording "almost as good as standing next to each other" conversations for legal compliance, expert consultations, innovative customer service experiences and interview analysis.
The solution extends ZOOM's existing capabilities of recording voice and desktop screens with the possibility to record one-on-one video calls to better understand not only what was said during the conversation, but also what was implied though body language - facial expressions, gestures, eye contact - of the participants. ZOOM Video & Telepresence Recording supports a wide range of Cisco communication devices including Cisco Jabber clients and Telepresence endpoints and thus deepens the company's tight integration with the Cisco Platform.
"ZOOM's goal is to help contact centers use our products to transform their customer service to match the way modern customers expect. Today, we have over 1,400 customers around the world, and we want to help them deliver a more innovative and personalized experience to their customers." added Simon Vostry.
Availability: ZOOM Video & Telepresence Recording is available today and it will be sold through our global network of ZOOM Certified Partners.
About ZOOM International
From interaction recording to business intelligence, ZOOM International helps contact centers and back offices address compliance, service challenges, and create excellent customer experiences. Over 1,400 organizations around the world from multiple verticals like finance, healthcare, and telco trust ZOOM products for such daily tasks as voice, screen and video recording, quality management, e-learning, customer surveys, speech analytics, workforce management, and performance analytics.
ZOOM is a privately owned company in operation since 1999 with eleven offices worldwide. ZOOM supports a diverse customer base in two centers of operations: Prague, Czech Republic and Franklin, Tennessee, USA. Learn more at http://www.zoomint.com
For further information, please contact:
Contact: Simon Vostry, CEO
Phone: +420 222 554 121
Media Contact: Kveta Vostra, Director of Communication
Phone: +420 222 554 111
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