Empower Your Team with AI Workforce Engagement Management

Ensure quality and compliance as well as optimal staffing levels with Zoom Workforce Management and Zoom Quality Management.

Features

• Build optimized schedules for your workforce with AI - **Say goodbye to spreadsheets: **Leverage dedicated AI modules to keep track of all activities, shifts, scheduling groups, and more, all within a single application. - **Forecast staffing more effectively: **Leverage the power of AI/ML models that pull data directly from Zoom Contact Center including historical voice channel volumes and handle times to predict future trends for staffing and scheduling weeks, months, or years into the future - **Intuitive and scalable: **Boost productivity with an intuitive planning experience to optimize staffing this week or up to 2 years into the future. Hit the ground running using drag and drop functionality, create new or build fast from existing templates to streamline the entire scheduling process.
• Ensure Quality Across All Interactions with AI - **Automated scoring with Auto QM: **Leverage AI to score every interaction instead of just a subset. Generate more complete insights across your entire customer base with voice and screen recording. - **Generate actionable insight with Ask QM: **Quickly gain insight into any interaction through a conversational AI interface. - **Personalized and comprehensive coaching plans: **Turn your QM managers into full-time coaches. Improve agent performance with robust AI-generated summaries and tailored coaching plans for each agent.
• Empower your team - **Flexibility to meet the needs of your agents: **Not all agents work the same hours, or even start on the same day. Workforce Management meets the needs of all agents with features like overnight staffing, vacation entering, and even configuration of start days. - **Keep employees engaged and empowered: **Give your agents more control over their schedules with Shift Bidding and Shift Swapping. - **A single, unified platform: **Integrate directly with Zoom Contact Center to leverage key planning and performance data. Zoom’s suite of customer experience solutions helps businesses solve their biggest challenges across customer satisfaction and retention, agent experience and turnover, and business performance and profitability.