The Silicon Review - Best Business Review Magazine 50 Most Trustworthy Companies 2019 | Page 49

effective and forms a technological
cornerstone upon which companies
like Netflix, Instagram, and eBay base
their offerings. ZOOM’s very own
survey technology makes it easier to
have a workflow process to identify
areas that are not performing as per
expectations and improve upon their
offerings.
One of ZOOM’s early differentiators
is its media capture technology. As
the name suggests, it allows users to
record audio, video, phone calls and
customer interactions across multiple
channels. These can later be used to
measure customer sentiment or meet
compliance objectives and improve
operational efficiency. Their media
capture software was developed on a
Solr based platform and remains the
most popular of ZOOM’s products.
To further assist contact centers,
ZOOM developed an in-house speech
analytics engine to automatically
“tag” interactions using phrases
spoken during calls. It allows quality
assessment managers at client
companies to review hundreds
of thousands of interactions with
consumers and look for certain
commonly used phrases that are
indicators of levels of customer
satisfaction. Corporations
belonging to internet services,
telecommunications, hospitality,
healthcare, banking & finance, etc.
interact with hundreds of customers
each day and knowing the general
sentiment towards their offerings
goes a long way in shaping policy
decisions. Such a comprehensive
approach towards customer welfare
ensures retention and subsequently,
high revenues and a larger market
share.
Innovative Contact
Center Products
ZOOM has managed to graft
technology into the contact center
space and maximize its footprint
and has done so by emphasizing
groundbreaking innovation
every step of the way. In light
of this, it should come as no
surprise that ZOOM has begun
tapping one of the most advanced
and talked about spheres of
technologies currently available –
artificial intelligence or AI.
Artificial intelligence is the hot
buzzword of the entire global tech
industry. In layman’s terms, AI is any
sort of intelligence demonstrated
by machines. It is without a doubt
the future of technology and is well
on its way to being incorporated
into every aspect of the business.
So, it was obvious that a highly
innovative company like ZOOM would
find a way to leverage this piece of
technology to further elevate their
solutions. Artificial Intelligence and
machine learning algorithms, true
to how they sound, require data or
input to be able to learn a particular
task and keep getting better at
it. In other words, AI is only as
good as the data that is given to it.
ZOOM has committed considerable
resources into developing what it
calls the “emotion of the customer
engine”. For a company that prides
itself on determining the sentiment
of customers, a machine learning
powered algorithm that processes
all the customer responses from
numerous surveys would be
extremely helpful in helping its
clients to know what reactions
to expect from their customers.
Moreover, the large cache of
customer data that is gathered
from all customer interactions is
the perfect input to get the desired
output. For a company like ZOOM
which is hyper focused on customer
emotions, artificial intelligence and
machine learning are some of the
most promising tools to help them
capitalize on growth opportunities
and expand their foothold over the
market.
As a part of their continued
technology investment, ZOOM is also
converting their software platform
to a cloud native architecture. Cloud
native is an approach of designing
and hosting applications from the
cloud and providing services like
container engines, orchestrators and
continuous integration. It is especially
useful for companies that are looking
to hyperscale existing products
and keep operational costs at a
minimum. Using Kubernetes, docker
and other open source cloud native
technologies, they are developing
a one-of-a-kind fully portable and
secure software platform. The new
platform is simpler to manage and
operable on clouds by Amazon Web
Services, Microsoft Azure as well as
Rackspace. The same platform and
products will support hundreds of
thousands of users in the cloud and/
or can be installed on premises or
within hybrid configurations. The
modern architecture for these types
of platforms also allow maximum
extensibility using secured APIs and
perform very well at scale for larger
customers while remaining cost
effective for smaller ones.
Summary
ZOOM continues to develop using
the latest technologies, wow its
customers with exceptional service
and to provide a uniquely trusted
workforce management platform
for contact center organizations.
Their extensive industry experience,
innovative technologies and
proven ability to elevate customer
experience make them a compelling
choice for contact centers and back
office organizations of any size or
scope. It is easy to see why they
are one of the 50 most trustworthy
companies in 2019.
Awards
ZOOM International has received
multiple awards and recognition for
excellence including:
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