ZOOM International has released version 6.3 of its contact center software platform.
This version of the software includes increased coverage for telephony platforms and omnichannel interactions, going beyond its traditional support for Cisco, Avaya, and Genesys to include SIP-based platforms like Audiocodes, Oracle ACME Packet, Broadsoft, Skype, ShoreTel, NEC, Atos, and more. The platform also supports on-premises, cloud-based, and hybrid architectures.
ZOOM 6.3 can capture page visits, emails, chats, recording of virtually any unified communications audio or video (through screen capture), and voice of the customer surveys, all through open APIs and cloud middleware like Zapier or apps like Upstream Works. ZOOM has also expanded support for recording hand-held radios in the first responder, public safety, transportation, education, and other industries.
ZOOM 6.3 also fully supports the European Union's General Data Protection Regulation and the use of manual or automatic pause and resume (APR) when recording to achieve compliance with Payment Card Industry Data Security Standards. ZOOM also extended its open APIs for APR to the healthcare industry.
ZOOM 6.3 also features enhancements to the ZOOM omnichannel search engine to help users analyze and pinpoint conversations, with double quotes, Boolean operators, saved search, speech tags, custom metadata, and more. With the new version, companies can now tag or enrich interactions with metadata to improve the way they capture, organize, analyze, and act on improvements or enforce compliance policies.
ZOOM 6.3 also helps companies improve all contact center resources, not just agent behavior. Web pages, CRM apps, mobile apps, policies, processes, and other resources can have quality assessments to help improve and impact key metrics.