Formerly Teleopti, Calabrio WFM may be used for call centers, back offices, branches and stores. It integrates with ZOOM International's ZOOM Quality Management (QM) Suite for a total call center optimization solution.
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Zoom Contact Center
Score 8.4 out of 10
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Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.
Calabrio Teleopti WFM is widely used in our organization, and once we've gotten the hang of it, it's very simple to use. We can manage the entries to each employee's task lists, plan the turns that each teleworker will cover, and swap turns as needed. We can also automate the completion of scheduled management tasks and calculate how much time each employee spends at the company. This application, in general, ensures increased productivity on the call center platform.
Zoom Contact Center, like many other Contact Center platforms, is needed if you want very unique requirements that a Zoom Phone call queue cannot do. In my experience so far, there are very few things that Zoom Contact Center cannot do if you are trying to build a standardized contact center environment
The dashboards are fantastic because we can see if an agent isn't logged in or if there are a lot of customers waiting in the queues—we've never had that visibility before. We didn't have data to look back and see if we had enough staff to support the load. That helps us so much, especially when we're budgeting for the next Festival.
The callback function saved us during last year’s festival. We had a street-wide internet outage during one of our busiest periods. But, in the time it took to fix the issue, Zoom Contact Center lined up callbacks. It was all so smooth. We didn’t need to trawl through voicemails or miss any queries - we could return everyone’s call within 30 minutes.
Integration with our Zoom Phone configuration provides a seamless experience when transferring calls to those not on the Contact Centre. We can do a Warm Transfer, too, so it's a very professional experience.
Too many bugs in logging, a consumer hangup may result in Overflow to disconnect, which is not even a behavior in our phone system; Zoom acknowledged the bug, took months to implement a fix, and it's still not fixed (TS0053591)
Logs are in two places, for instance, if a patient complains that they called 10x and no one called them back, we have to look at the logs in Zoom CC and Zoom Phone to get the full story of what happened. Concatenating log files is something I haven't done in at least 10 years, so strange that Zoom needs this.
Zoom Contact Center still has "bolt-on" feeling to it, needs to be more integrated—see logging issue above.
Reports are underwhelming and not easy to get to the data you need, which is different from the administration part of the contact center itself which is so fantastic. It feels like reports were designed by a different dev group, headed by someone who probably used to work at Mitel for years or somewhere where everything is cumbersome.
Zoom Glossary is large but still does not have all terms, which defeats the purpose of a glossary.
General Zoom support is now slow and underwhelming. It used to be fast and good, now they take forever and ask you the same questions multiple times and don't seem to fully understand answers. Feels like some McKinsey consultant decision from the 90s: ship support overseas to cheapen the cost and incentivize customers to pay for some higher tier of support where they will actually get support. I'd expect this from competitors, but disappointed to see it happen at Zoom. Our actual zoom support reps are very good, and this comment is about the general "contact Zoom support" inquiry form.
I am satisfied with what Zoom Contact Center offers to my organization. It allows us to expand our capabilities and offerings to both internal and external individuals. However, it does have a heavier barrier to integration to our other tools and therefore we use it less than we could if it wasn't as isolating itself.
I have worked for other smaller companies that have just used excel sheets to manage scheduling and it was a complete mess. This is a complete and utter 180 in that scheduling is so simplified and creates/causes basically zero conflict among staff.
It is a good product that fits our needs, we considered using the Contact Center despite the fact of still lacking important capabilities (we think it is till s in its "toddler" age) because we see how rapidly Zoom builds their products and add functionality to it, and because we already are using Zoom Meetings, Phone and others, it just makes sense to use Contact Center because of the potential capabilities and integration; it just made sense, and so far so good, but only time will tell.
We were able to cut our communication costs significantly and gain features we could have only dreamed of prior.
The contact center platform is head and shoulders above some of their competitors. This allows our team to quickly assist our customers with their questions and concerns.
