ZOOM International has launched ZOOM Performance Analytics, a cloud-based contact center reporting and analytics solution. The solution connects with dozens of internal and external data sources and consolidates the information into fully customizable dashboards and metrics.
"When speaking with customers all over the world we hear that most of them share a very common challenge: They spend an awful lot of time manually compiling information from multiple sources in order to make data-driven decisions. We are tearing down the walls that separate customers' data silos so they can get a unified view of exactly what is happening in their contact center," said Simon Vostry, CEO and founder at ZOOM, in a statement.
With ZOOM Performance Analytics, users can do the following:
- Visualize data on desktop, tablet, or smartphone;
- Drill down to study specific issues and opportunities;
- Create and share dashboards and reports;
- Start with more than 50 prebuilt dashboards, more than 100 key performance indicators, and more than 300 reports that immediately populate with data extracted from automatic call distributors, interactive voice response systems, customer relationship management systems, human resources systems, enterprise resource planning systems, quality management systems, speech analytics, and workforce management systems;
- Track contact center performance data; and
- Experience new dashboards every two weeks.
"Contact centers today are awash with data, but too often are starved for actionable information. Data sources continue to multiply, especially with the advent of social media," said Dick Bucci, chief analyst at Pelorus Associates, in a statement. "ZOOM's new cloud-based Performance Analytics combines the best of traditional performance management with advanced data and speech analytics."