Workforce Management Explainer

Overview

Zoom Workforce Management simplifies contact center operations by forecasting call volumes and optimizing staff scheduling across all channels. Part of Zoom’s comprehensive Workforce Engagement Management suite, it works in conjunction with Quality Management to boost contact center performance and operational efficiency.

Key Features and Benefits:

• Omnichannel scheduling and forecasting for voice, video, messaging (SMS, social media, etc.), and email channels

• Intelligent automation to optimize schedules based on agent skill sets, channel needs, and service level agreements (SLAs)

• Real-time adherence tracking to monitor agent status, performance, and intraday employee and team management

• Helps ensure customer engagements are handled by sufficiently-staffed teams with the right skills

• Tools for real-time adjustments to anticipate and manage future needs

• Integration with Zoom Contact Center and Quality Management solutions for a comprehensive Workforce Engagement Management (WEM) suite

Currently, Zoom Workforce Management is compatible with Zoom Contact Center, Workday, and ServiceNow. The solution is globally available to customers hosted on Zoom's United States-based cluster (US01) and locally available within Europe for customers hosted on Zoom's European-based cluster (EU01). If you are not sure which cluster is applicable to your account, speak to your Zoom account team for more information.

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