Zoom Contact Center Integration
A comprehensive, video-optimized, omnichannel contact center solution
The Zoom Contact Center integration with Eleveo enables centralized management of forecasts and schedules, as well as the automatic capture, retrieval, and management of all voice recordings and screen interactions on the Zoom platform.
The Eleveo Integration connects to the Zoom API and retrieves contact center statistics, recorded media, and metadata.
By integrating Zoom and Eleveo's Workforce Management system, data on historical demand and agent performance from Zoom will automatically be incorporated into our WFM database.
Eleveo Workforce Optimization for Zoom Contact Center makes it easy to elevate compliance, quality, contact center efficiency and agent effectiveness.
• Easy to read QM and
WFM Dashboard KPIs
• Improves decision making
• Granular roles for Data Access
Eleveo tools and the Zoom platform elevate customer satisfaction
“Customers bring high expectations to every interaction they have with a business regardless of its size. Small and mid-sized contact centers need the same advanced omnichannel platform capabilities and WFO functionality as their enterprise counterparts. We’re delivering it with this Zoom Contact Center integration. It’s an ideal solution for organizations looking for a comprehensive contact center solution that’s easy to access, manage, use and scale.”
- Kentis Gopalla, Head of Ecosystem for Zoom Phone and Contact Center
With the ability to search and import all current users and contacts within your organization, the Eleveo platform allows for effortless management of the customer and agent experience through the use of our Quality Management and Analytics tools.
Eleveo - Zoom ISV Partner Program
As a Zoom ISV partner with a close Zoom Contact Center integration, Eleveo’s contact center optimization and compliance modules will be available through the Zoom App Marketplace. Those include:
Workforce Management (WFM)
Managing staffing is a crucial aspect of contact center management. It's essential to ensure that you have enough agents with the right skill sets available to handle the volume of calls, emails, and chats at all times. The dynamic nature of demand throughout a day or week, and the added complexity of managing multi-skilled agents, can make this a challenging task. But, with the right tools and approach, it can be a manageable task.
At Eleveo, we believe in empowering businesses with a powerful and user-friendly Workforce Management solution. Our solution streamlines forecasting and scheduling, making it easy to handle multi-channel, multi-skilled agents. With Eleveo WFM, you can access historical data collected by your contact center platform and make data-driven predictions about agent demand. Our solution is designed to give managers the ability to visualize the impact of different scenarios on agent demand and make adjustments easily, with a drag-and-drop interface that allows for real-time schedule changes to be distributed to agents via their mobile device's native calendar.
Quality Management (QM)
Eleveo's Quality Management Bundle is a cost-effective solution that offers a wide range of essential features for maximizing the value of your contact center for both customers and your business.
With our QM bundle, you can easily exercise control over the thousands of inbound and outgoing interactions, including calls, emails, and chats, that take place in your contact center. Our bundle is user-friendly and designed to improve your contact center's performance while staying within budget.
The degree of control contact center managers have is a function of how many interactions they can review and analyze. It’s equal parts science and art, correlating metrics, like Average Handling Time or CSAT, to call outcomes, then analyzing those calls and outcomes – good or bad - for root causes. Only after that process is complete can an agent be trained to improve their performance.
Eleveo QM aims to enhance the customer experience through both automated and manual evaluations of omnichannel contact.
Analytics
Analytics tells a story. It transforms data into actionable insights, where it becomes a priceless commodity. Populated with the right data, supported by purpose-built technology, and employed for a well-defined strategic purpose, analytics is the key to accelerating raw data’s time-to-value and maximizing that value.
Your core business is customer service and satisfaction, and the vast majority of commercial contact centers simply can’t afford to have business analysts and data warehouse specialists on staff. That may leave them sitting on untapped reservoirs of unrefined data that are critical to facilitating optimal, timely decisions.
Data is everywhere, but if it's not fresh, accurate, and contextual, it could be junk data that slows down decision-making, provides false insights or muddies the water. There's never been a greater need in contact centers for end-to-end analytics tools that break down data silos, aggregate raw data, give it meaning and present it in a way that’s easy for decision-makers to digest.
“Eleveo, like Zoom, has always embraced the goal of providing universal access to world-class feature/function; it’s what drives our product development. You don’t have to be the biggest contact center to optimize your agent resources, elevate the customer experience and ensure regulatory compliance.
You don’t need a dedicated staff to deploy and manage our tools or train your users. Our cultural alignment is the reason we’re so excited about this Zoom partnership and our Zoom Contact Center integration and why it makes so much sense for our market.”
- Brian Shore, CEO, Eleveo
Omnichannel Contact Center
Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty.
Redefine your customer engagement with Zoom Contact Center
Intelligent self-service and routing
Intelligent self-service and routing
One experience for unified communications and contact center
One experience for unified communications and contact center
Video optimized high-touch engagements
Video optimized high-touch engagements
Solve issues faster and more efficiently with a video-optimized CCaaS
Drive customer loyalty
Provide high-touch personalized customer engagement with a rich video meeting experience
Engage with your customers in new ways
Agents can easily elevate a chat or voice interaction to a video call to improve the customer interaction
Improve agent experience
Use screen share, file share, and chat to solve queries quickly and efficiently
Gain insights to optimize your contact center performance
Optimize contact center efficiency
Optimize contact center efficiency
Improve customer satisfaction
Improve customer satisfaction
Proactively make improvements
Proactively make improvements