Overview

This section provides an overview of Zoom Quality Management.

What Is It?

Zoom’s Quality Management is a contact center add-on designed to improve a contact center’s operations, agent performance, and consumer satisfaction

Providing a positive experience is paramount to a contact center’s operations. To help simplify this process, Zoom's Quality Management is a contact center add-on specifically designed to enhance operational and agent performance and improve consumer satisfaction. Quality Management accomplishes this through various tools and features that monitor and analyze consumer interactions, evaluate agent performance, offer actionable insights, and proactively identify areas for improvement.

Quality Management focuses on specific interactions, not total engagements

A contact center engagement is defined as the specific instance of a customer's contact center experience, such as a customer calling in for help with a problem. Within each engagement, there are one or more interactions, which are defined as unique contact points between a customer and an agent. Zoom Quality Management focuses on these individual interactions.

For example, in one engagement (e.g.., phone call), a customer might have three interactions: one with tier-one support, one with tier-two support, and one with a manager. If the customer hangs up and calls again, a new engagement begins, which may also include multiple interactions.

Zoom Quality Management empowers supervisors to review each specific interaction within the overall engagement, allowing them to focus on individual contact points rather than the entire engagement. However, supervisors can still easily see and navigate between all interactions associated with a common engagement.

How Does It Work?

Quality Management is powered through transcription and recording analysis

At its core, Quality Management uses artificial intelligence (AI) and machine learning (ML) algorithms to analyze transcripts of contact center engagements, and provides insights and analyses that contact center teams can use to provide better consumer experiences.

Features and Availability

Within its framework, Quality Management includes features that help to ensure organizational compliance and provide insights into consumer sentiment

Because Quality Management requires the recording of contact center engagements for analysis, accounts can review entire conversations to help verify organizational compliance. These recordings can be coupled with Quality Management’s built-in tools like scorecards and evaluations, that assist managers and supervisors with assessing agent interactions with consumers, helping to ensure adherence to established protocols and procedures.

Additionally, Quality Management is designed to discern consumer sentiment through transcript analysis based on word choice and phrasing. For instance, moments of explicit language, requests to speak with a manager, or expressions of frustration will be reflected in the sentiment score of the conversation. This allows for proactive measures to address consumer dissatisfaction before it escalates to critical levels.

Zoom’s Quality Management includes speech analytics at no additional cost

Although some contact center solutions offer quality management features separate from speech analytics, Zoom’s Quality Management includes both within the same product at no additional cost to the customer.

Quality Management currently supports the voice and video contact channels

Quality Management currently supports functionality with the voice and video contact channels. In future releases, Quality Management will expand to support additional channels.

Quality Management is exclusively available with Zoom Contact Center

Quality Management is currently available exclusively as an add-on for Zoom Contact Center. Quality Management cannot be integrated with other third-party contact center solutions at this time.

Quality Management is a part of Zoom’s Workforce Engagement Management Suite

Quality Management is a component of Zoom's Workforce Engagement Management (WEM) suite, which comprises add-on solutions designed to enhance contact center capabilities. When used in conjunction with Workforce Management — another WEM suite product — contact center managers can simplify their contact center management. Features of Workforce Management include agent forecasting, scheduling, shift management, time-off management, and more. To learn more about the Workforce Engagement Management suite, reach out to your Zoom account team.

Supported Languages

Quality Management currently supports English and 17 additional languages in beta for transcription and conversational Insights, including:

Chinese (Mandarin input; simplified Chinese output) Danish Dutch Finnish French	German Hindi Italian Japanese Korean Polish	Portuguese Russian Spanish Swedish Ukrainian Vietnamese