The Silicon Review - Best Business Review Magazine 50 Most Trustworthy Companies 2019 | Page 46

Cover
Story
Revolutionizing Workforce
C
orporations large and
small are dependent on
customer satisfaction to
drive revenue and brand
reputation. As any organization
grows, its offerings and clientele
scale with it and throughout that
maturation there is no more critical
component than happy customers.
Customer service has become an
industry in itself with companies
from every sector maintaining
elaborate systems and processes to
provide support to their customers.
At a time when technology is
advancing at an astounding rate and
markets continue to fluctuate, the
needs of the customer are a critical
bellwether for forecasting profits.
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With increased access to the
internet, there are now various ways
and means available for corporations
to interact with and provide
the necessary support to their
customers.
One of the most
important aspects
of efficient customer
support is the provision of a
contact center. Simply put, a contact
center is an organization set up
by corporations exclusively for
the purpose of providing full-time
support for their customers. Unlike
call centers, contact centers provide
omnichannel access allowing their
customers to interact through
multiple channels such as; phone
calls, email, VOIP, messaging and
others.
ZOOM International is one of
the world’s leading customer
experience solution providers for
contact centers. Simply put, it is an
established market leader in helping
organizations understand how their
customers feel when utilizing their
products or availing their services.
With
over
2200
customers &
partners ranging from
small businesses to Fortune
500 companies, ZOOM has
helped its clients capture the pulse
of the market, improve customer
satisfaction and expand their own
base of customers.
ZOOM has an internal system
developed for capturing and
reacting to their own customers’
sentiment in near real time, using
automated NPS surveys, analytics,
workflow, notifications and
customer experience processes to