Zoom adds engagement tools to contact centre offering

Zoom has added Workforce Management and Quality Management to its Contact Centre suite to boost employee engagement and customer satisfaction.

The additions form Zoom’s new Workforce Engagement Management suite which enables users to scale team operations, optimise agent schedules, improve staffing challenges and agent engagement and provide feedback and coaching opportunities.

Kentis Gopalla, Head of Workforce Engagement Management and Product Ecosystem for Zoom Contact Centre, said: “This suite removes the need for multiple vendors to help customer experience and support leaders streamline contact centre operations.”

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