The Silicon Review - Best Business Review Magazine 50 Most Trustworthy Companies 2019 | Page 47

Optimization: ZOOM International
create an exceptionally positive
sentiment from their own customer
base. In fact, their NPS score for the
trailing 365 days is an astoundingly
high 87 when companies like
Apple and Amazon’s scores are
around 70. They share a similar
set of capabilities in their software
platform with their clients to help
elevate every encounter with
their own customers. For those
reasons, there is simply no other
software provider in the contact
center space that has the level of
measurable trust and customer
happiness that ZOOM does.
A Unique Customer
Focused Approach
Workforce Optimization (WFO) is
a business model that consolidates
contact center technologies for
enhancing customer experience
and bolsters operational efficiency.
Over the last 20 years, ZOOM
International has developed
software solutions for contact
centers with over nineteen
hundred customers in 94 countries.
Three-fourths of the company’s
revenue is derived from its contact
center customers and with the
remainder from back-office
operational organizations.
Established in 1999, the company
initially struggled to establish
a firm customer base, however
through effort and ingenuity, ZOOM
established an exceptional service
reputation capitalizing on the
massive global market of customer
support and contact centers. But
what the company wants to focus
on is the customer interaction part
of the support infrastructure. With
an established base of customers,
ZOOM aspires to become the
leading software solution provider
for contact centers and back
office teams. Their strategy to
win is simple: simplification,
centralization and speed to find
critical customer interactions
requires the ability to search across
all channels (phone calls, emails,
chats, texts, etc.) with as much
ease as one has while searching for
something on Google.
Knowing what the customer wants
is an excellent indicator of where
the market should be headed.
Discerning market patterns is an
extremely difficult task, and what
better way to go about it than
turning to the customer support
infrastructure to yield useful data
about where customer affinities
lie?
Customer support is all about
helping a customer derive the
greatest value from a product
or a service. Companies from
every sector invest considerable
amounts of revenue into providing
a reliable means of customer
support and satisfaction. ZOOM
helps them elevate contact center
operations and positive service
to another level. By developing
software to enable its clients to
analyze all of their interactions
with their customers, ZOOM has
provided means for companies to
learn about the general customer
sentiment towards their products
and services. This sheds light on
what a company is doing right
and where it needs to improve
to maintain clients and protect
revenue.
In order to accomplish its goal of
leveraging customer interactions
in the simplest way possible,
ZOOM invested heavily to develop
features leveraging Solr, a search
analytics engine that would allow
corporations to comb through all
of the interactions they’ve had with
their customers, past and present,
to know which of their products
and services are popular and
which are not. Solr is extremely
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