ZOOM International Overview

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ZOOM INTERNATIONAL October 2012

Transcript of ZOOM International Overview

Page 1: ZOOM International Overview

ZOOM INTERNATIONAL

October 2012

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12 years in the Call Recording and Quality Management business

8 offices with Americas HQ in Nashville, TN

800+ customers in more than 73 countries and growing

BASIC FACTS AND FIGURES

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ZOOM IS GROWING

0

200

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600

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ZOOM CUSTOMER BASE

We have been ranked in Deloitte Technology Fast 50 since 2003.

Nov 2012

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ZOOM’s integrated approach with Teleopti and OEM with Genesys is awarded with the Niche position in Gartner’s Magic Quadrant. ZOOM now positioned as an insightful emerging WFO vendor.

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#5 in the world in IP recording by market share.

The largest 100% indirect only WFO vendor.

#2 out of 45 companies in growth measured from 2007-2011.

Workforce Optimization Market Share Report 2012 by DMG Consulting

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100% INDIRECT SALES MODEL

ZOOM delivers software solutions through a network of highly reputable technology partners all around the globe.

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ZOOM QUALITY MANAGEMENT SUITE

Call Recording

Screen Recording

Live Monitoring

Quality Management

Speech Analytics

Workforce Management

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Cisco Solutions Developer Partner

Genesys OEM

Avaya Dev Connect

VMware certified partner

Teleopti – strategic WFM partner

ZOOM TECHNOLOGY PARTNERS

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SUPERIOR QUALITY STANDARDS

99.25% customer retention in the last 5 years

24/7 support provided by our core employees

Certification and training for our partners

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SATISFACTION SURVEY RESULTS

AVERAGE RATING FROM PARTNERS:

We requested feedback from 150 of our partners regarding their satisfaction with our products, services, support and sales.

Survey done in Q4/2011

9.1 out of

10

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CISCO DEVELOPER NETWORK

OUR AVERAGE RATING

Partners and customers gave us the highest ratings on the Cisco Developer Network.

We are the most valued and top rated partner in Quality Management and Call Recording.

*****/5

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INCREASE YOUR FINANCIAL

INCOME

License margins

Maintenance margins

Professional services

Consultancy

Training

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Each customer with a ZOOM ScoreCARD deployment is provided with the Teleopti CCC Forecasting Solution for free.

EXTENDED VALUE FOR CUSTOMERS

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Fully integrated Quality Management solution developed by ZOOM

ZOOM QM SUITE COMPONENTS

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DELIVERY MODEL

On-premise installations (majority)

Installed by our partners or ZOOM, based on the agreement with the partner

Hosted (SaaS) deployment provided by our partners

Partners deploy and manage our solution and provide access on a PPU basis to their customers

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TARGET CRUCIAL OBJECTIVES WITH

ZOOM QM SUITE

Meet set compliance policies

Reduce operation costs

Increase revenue

Improve customer experience

Improve overall performance

Leverage customer data

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SUPPORTED PLATFORMS

Contact Center

Enterprise

Contact Center

Express Genesys CIM Genesys CIM Genesys CIM

Cisco Communications Manager (*) Genesys SIP Server Avaya

Communications Manager

*CUCM Express is also supported

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PARTNER TESTIMONIALS

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“Presidio has full confidence not only in the solutions offered by ZOOM, but absolute confidence in their personnel. ZOOM exudes a level of professionalism and Cisco expertise that is unrivaled in today’s market. Presidio looks forward to a continued and prosperous partnership with ZOOM in the years to come.”

Eric Chanh, Sales Manager, Presidio Networked Solutions

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“My pleasure… Love selling your stuff. Easy for the most part, good margin, it works well and the support is pretty good. What else does one need?”

Jay Barnett, Business Development Manager, Presidio Networked Solutions

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"Liam (ZOOM QM consultant) has a great ability in determining what does not work and what will work in enhancing the quality of contact center workforce. This means improving the QUALITY CONTROL of the contact center, which in turn will improve the QUALITY of the contact center as a butterfly effect.”

Doddy Kartiwa, Professional Services Consultant,Alcatel-Lucent

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“We continue to have nothing but top-notch experience working with your company in our sales pursuits.”

Doug Bowlds, Senior Director, Solutions Delivery,MicroAutomation Inc.

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CUSTOMER TESTIMONIALS

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“Not only have the products opened new doors to uncharted territories, which will assist in helping us to become a world-class call center, but the implementation of the products and especially the post-implementation have been very helpful and enriching.”

Alex Soliman, Quality & Training, Shangri-la Hotel, Malaysia

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“Thank you so much for your quick response and fast work! You guys provide the best help desk support I have ever worked with.”

Rebecca Gamble, Gainesville Regional Utilities, Florida

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“We are pleased with your services in general. Your support is always helpful and ready to solve any kind of problem. Your sales team is very agile and sophisticated, helping us with strategic decisions in our premises.”

Marios Zagoraios, General Manager, CYCLE EUROPEAN SRL

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“We are grateful to ZOOM International for the very professional work during the re-location of our data center. Everything was done in time and on a high professional level. We believe in keeping our good business relationship and looking forward the future cooperation with your company.”

Novitskiy Sergey, Deputy CIO, Home Credit & Finance Bank

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“RusFinance selected ZOOM CallREC together with ScoreCARD to expand operations with powerful recording and quality management to motivate our agents and optimize our staff resources.”

Anna Ivanova, Deputy Head of Analytics and Methodology, RusFinance.

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CISCO DEVELOPER NETWORK

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“We started working several years ago with ZOOM products, around our CallCenter portfolio.

Now, this is our standard tool for all about recording and quality measurements needed in such solutions. We really encourage them to continue to support and develop the ZOOM products as we and our customers are really satisfied.”

Dragos Stroescu, Sales Manager,Datanet Systems, Romania(Awarded ZOOM Solution on CDN with 5 stars)

STANDARD SOLUTION

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“We have been working exclusively with ZOOM QM suite for the past 2+ years. We had tried at least two other vendors in the same realm and our experience with ZOOM has exceeded our expectations of the technology. As a Cisco partner specializing in Cisco contact centers, we value the ease and flexibility of integration with UCCE and UCCX portfolio. The stability of the product (and the fact that it's built on hardened Linux) also gives a peace of mind. Very good experience with all ZOOM organizations: Sales (quite responsive), presales (quick and helpful) and support (very capable).”

Peter Iskander, Managing Director,Experflow, Egypt(Awarded ZOOM Solution on CDN with 5 stars)

FLEXIBLE AND POWERFUL QM SUITE

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“I have been working with ZOOM for over five years and I am still amazed by the product innovation and how well our customer base enjoys the adoption of the technology. The ZOOM Partnership truly sets the bar for our ecosystem channel and we continue to enjoy this amazing business relationship.”

Eric Chanh, Sales Manager, Presidio Networked Solutions(Awarded ZOOM Solution on CDN with 5 stars)

SETTING THE BAR

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“We have been deploying ZOOM in Cisco UCCX and UCCE contact centers, as well as on Callmanager throughout Africa, the Middle East and Pakistan for the last two years in very small and large deployments (700 agents). We have worked previously with alternative VR/ QM solutions, but are now exclusively working with ZOOM. ZOOM is a complete product that is very well integrated with Cisco components. We also found the team to provide very good support, be very flexible and adapt to new customer requirements.”

Andreas Stuber, CEO,Expertflow, Switzerland(Awarded ZOOM Solution on CDN with 5 stars)

VERY GOOD SUPPORT

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“ZOOM International makes a solid set of Quality Management products for call recording and agent performance management. The products are very easy to use, and all nicely integrated into web-based GUIs that provide the various functions based on the license that is purchased. Perhaps what they are best known for is the CallREC product, which is one of the leading call recording apps on the market for recording IP calls. There are good reasons for this market dominance. They support SPAN and SPANless recording, their application can be virtualized, and they work hand in hand with Cisco when new releases of Cisco products are released. They support all Cisco phone handsets on the market today (6900, 7900, 8900, 9900 and IP Communicator). Their support is outstanding, and always leaves you that WOW customer service experience. I highly recommend this product!”

Matthew Bynum, Solution Architect,Softchoice, US(Awarded ZOOM Solution on CDN with 5 stars)

SOLID PRODUCT SUITE

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“Through several years of partnership, ZOOM has proven to deliver the highest quality products that truly meet the business needs of today's contact centers. ZOOM has repeatedly been first to market with innovative ideas that have helped to shape the entire WFO industry. As one of the fastest growing providers of WFO, ZOOM has maintained a strong commitment to their customers and continues to set the bar with innovative ideas and successful delivery.”

Kevin Parrett, Vice President, Contact Center,Presidio Networked Solutions, US(Awarded ZOOM Solution on CDN with 5 stars)

INNOVATIVE

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CONTACT US

North America761 Old Hickory Blvd, Suite 201Brentwood, TN 37027, USAPhone: +1 615-435-3575 Email: [email protected]

Russian Federation17B, Butlerova street Moscow, 117146, RussiaPhone: +7 495 967 9079Email: [email protected]

Middle EastDubai Media City, Building 8, Office 55P.O.Box 214371 Dubai, UAEPhone: +971 (43) 671-125Email: [email protected]

Europe HQHavlíčkovo náměstí 2Prague 3, 130 00, Czech RepublicPhone: +420 222 554 111Email: [email protected]

www.zoomint.com

Ukraine 25, Petra Sahaidachnoho streetKyiv, UkrainePhone: +380 50 3536307Email: [email protected]

Romania10 Montreal Square, World Trade CenterBucharest, 011469, RomaniaPhone: +40 746 124 924Email: [email protected]