ZOOM International has been ranked #1 WFO in Customer Satisfaction by DMG Consulting

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Worldwide Solution Provider Ranks At or Near Top in Wide Range of Vendor Satisfaction Categories

“We are honored by the ranking we received from our customers and feel a great obligation to keep living up to this standard.” Simon Vostry, Founder and CEO, Zoom

DMG Consulting LLC recently released its 2014-2015 WFO Vendor Satisfaction Analysis, a comprehensive survey that measures end-user satisfaction with vendors and their products. In evaluating the performance of 13 leading vendors listed in its annual Workforce Optimization Product and Market Report, DMG’s findings revealed that ZOOM International’s ZOOM Quality Management Suite achieved stellar ratings over a broad spectrum of customer-scored categories.

ZOOM focuses on delivering easy-to-use and powerful WFO applications with open interfaces to data, which require minimal effort to implement. The success of this approach is reflected in a section that examined 10 major satisfaction categories. DMG stated that “ZOOM achieved notable results with a perfect score of 5.0 (completely satisfied) in each area.” The categories measured include implementation, training, professional services, ongoing service and support, current product, planned product innovation, responsiveness to product enhancement requests, vendor communication, pricing, and overall satisfaction.

Simon Vostry, Founder and CEO for ZOOM, “We are honored by the ranking we received from our customers and feel a great obligation to keep living up to this standard. Customer satisfaction is something that takes years to build but can be lost within a moment. Our goal for 2015 is clear – continue working for our customers & partners to keep the number one spot in our industry.”

According to Brian Shore, President, Worldwide Sales, Service and Support, for ZOOM, maintaining a high level of consistency in every facet of their operation is a vital component of their worldwide business strategy. “ZOOM has a unique customer footprint which requires service for 1,300 customers in 92 countries. Because we serve such a diverse set of cultures, time zones and languages, we have to be fanatical about customer and partner success.” Shore considers NetPromoter score the most important measurement of customer intimacy. “ZOOM has a 71% NPS through 2014 year to date and has a 9.1 out of 10 in our internal partner satisfaction index.”

ZOOM also earned high product satisfaction scores in functionality areas, such as agent and supervisor interfaces, recording and QM feature sets, analytics-enabled QA, multi-channel and coaching capabilities, reporting, security and more. Shore credits ZOOM’s meticulous product design process for these strong performance ratings. “We incorporate a number of key variables to ensure we hit the mark,” he said. “Customer feedback, analyst leadership and product management all play an important role in both achieving and maintaining our success.”

In the study, customers also rated product effectiveness in delivering business benefits and once again, ZOOM achieved the only set of perfect satisfaction scores. “We have a passion for data analytics in speech, QM and performance management,” noted Shore. “However, data without follow-on action and process is meaningless to an organization. Our consulting team is exceptionally skilled at mapping the data back to real-world process changes in customer retention, coaching techniques, increasing revenue per call and decreasing attrition. The market leadership we provide is in the application of the tool and not the tool itself.”

Shore cites the company’s ‘heritage of innovation’ and a staff which strives for excellence as the key factors that set the ZOOM Quality Management Suite apart from other solutions. “ZOOM was the first vmware Alliance Partner, first to develop a browser-based client for screen recording, the first to support Citrix VDI with a reference architecture and one of a handful of companies in the world to create their own speech analytics engine,” he said. “But while we have a great product, people work most effectively with people that ‘have their back’ and our people are the greatest differentiator by far.”

ZOOM’s WFO solution was also positioned—for the third consecutive time—on Gartner’s Magic Quadrant for Customer Engagement Workforce Optimization. In keeping with a commitment to making frequent updates, a new version of ZOOM QM Suite 5.4 was shipped exactly three months after the previous release, which introduced added functionality and versatility.

According to Vostry, “We are in the business of providing tools and best practices on how to run a great contact center. We are extremely proud of being ranked as the number one vendor in customer satisfaction since helping organizations how to improve their customer satisfaction is our core business.”

About ZOOM International
ZOOM International designs solutions that respond to the need for interaction recording and continuous improvement of business quality and performance in contact centers and back offices. ZOOM improves company-client relationships by providing an array of WFO solution involving quality management, speech analytics, and workforce management.

ZOOM is a privately owned company operating for the last 15 years. More than 1,300 organizations of various sizes and industries from 92 countries rely on ZOOM Quality Management Suite solutions.

ZOOM International has nine regional offices throughout the world. ZOOM supports a diverse customer base in two centers of operations: Prague, Czech Republic & Brentwood, TN USA.

Find out more: http://www.zoomint.com

About DMG Consulting, LLC
Specializing in contact centers, back-office and real-time analytics, DMG Consulting LLC is a leading independent research, advisory and consulting firm serving end users, vendors and the financial community.. DMG helps end users build world-class contact centers by leveraging technology, processes and people. They provide strategic advice on how to optimize performance, increase operational efficiency, enhance loyalty, grow sales and profits, and deliver an exceptional customer experience. For more information, contact Donna Fluss, Founder and President DMG Consulting LLC donna(dot)fluss(at)dmgconsult(dot)com, 973.325.2954

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Sheri Greenhaus

Sheri Greenhaus
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