TrustRadius Insights
Zoom Management Suite has proven to be an invaluable tool for managing and optimizing call centers, as reported by users. The software …
EleveoFormerly ZOOM Quality Management Suite
Overview
What is Eleveo?
Eleveo (formerly ZOOM International) solutions protect a business by recording contact center interactions like service requests, outbound sales, financial or healthcare transactions, providing solutions for privacy and regulatory requirements, and by capturing customer experience. Eleveo provides 100% global recording…
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What is Eleveo?
Eleveo (formerly ZOOM International) solutions protect a business by recording contact center interactions like service requests, outbound sales, financial or healthcare transactions, providing solutions for privacy and regulatory requirements, and by capturing customer experience. Eleveo provides…
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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Alternatives Pricing
What is Talkdesk?
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
Product Demos
Eleveo Product Demo
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Product Details
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What is Eleveo?
Eleveo Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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Reviews and Ratings
(27)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
Zoom Management Suite has proven to be an invaluable tool for managing and optimizing call centers, as reported by users. The software offers a range of analytics that help improve the caller experience, allowing businesses to make data-driven decisions. By organizing and tracking data on a daily basis, users can avoid the need to catch up later and ensure smooth operations.
One key use case of Zoom Management Suite is its ability to record interactions and customer satisfaction, which is crucial for legal purposes. Additionally, the software provides easy and stable functionalities for setting up and getting started, making it accessible to a wide range of users. With its powerful reporting tools, Zoom Management Suite effectively manages multiple communications and generates accurate data analytics, enabling users to analyze performance and make informed decisions.
Furthermore, the software is frequently used for project meetings with a large number of participants, offering features like break-up groups and screen sharing. It also finds utility in sharing programs online, such as engineering software. Moreover, Zoom Management Suite has been particularly beneficial during the pandemic for remote customer contact, providing reliable high-quality calls and video calls while working from home. Overall, this versatile software proves ideal for efficient call management, direct user performance evaluation, and effective remote collaboration across various industries.
Easy Call Recording: Several users have praised the simplicity and ease of adopting the call recording feature. They found it user-friendly and efficient, allowing them to conveniently retrieve recorded calls.
Smooth Customer Experience Follow-up: Many reviewers mentioned that the product provides effective tools for managing customer interactions, resulting in a smooth and flawless follow-up process. This indicates that the product ensures a seamless customer experience.
User-Friendly Installation and Agent Management: The ease of initial installation and operation of the product, along with its intuitive controls for adding and removing agents, has been highly appreciated by users. This suggests that the product offers a user-friendly interface for managing agents efficiently.
Confusing Interface: Some users have found the interface to be confusing, which has made it difficult for them to effectively work with agents located across the globe. They feel that a more intuitive and user-friendly interface would greatly enhance their experience.
Limited Support Availability: Several users have expressed dissatisfaction with the level of support available, indicating that they feel unsupported and frustrated with the assistance received. They suggest improving the availability and responsiveness of customer support to address their needs promptly.
Slow and Complex Project Handling: Users have mentioned that handling complex projects is slow, suggesting a need for improvement in this area. They feel that streamlining project management processes and enhancing system performance would significantly increase efficiency and productivity.
Attribute Ratings
Reviews
(1-3 of 3)Companies can't remove reviews or game the system. Here's why
February 27, 2022
ZOOM Quality Management Suite, it's an amazing solution
ZOOM Quality Management Suite is well suited for companies that have enforced call center optimization software previously. Coming from other software, Zoom makes the transition very smooth between users. During Covid, it's been a great tool to handle customer service in an exact manner as being in a traditional call center.
- Customer service call management.
- Transfer calls between internal users.
- Vital tool for remote working.
- Sometimes calls drop for no reason.
- Call centre features.
- Transfer calls between internal users.
- Positive feedback from our customers.
- Value for money.
- Remote working.
ZOOM Quality Management Suite has better stability and is more user-friendly. ZOOM Quality Management Suite has better auditing features when trying to assess the performance of the users. My personal impression is that Zoom Quality Management uses less bandwidth than its competitors thus making it easier to interact with the tools we use on a day-to-day basis.
February 23, 2022
Zoom to the Top with Zoom Quality Management Suite
I provided support services and testing for a large electric utility that was looking at the software. The business problem that the company was specifically interested in was its ability to record the interactions and to record customer satisfaction. This was very important to my client. They had some internal setup to do a little of it but there was no regular system for it and that left the company open to possible litigation. They had very little quality control over their agent's behavior and the only way they might get feedback was if a customer contacted them directly later.
- Recording Agent interactions. It is simple and easy to adopt and retrieving them is also convenient.
- The follow up with the customer experience is smooth and flawless.
- The ease of initial installation and the operations of it including adding and removing agents.
- I would like to see a more complete graphing option over the web.
- I would like to be able to work with agents across the globe. We were able to do it but it was difficult - mostly due to specific configurations in the main office, however.
- Online translation services, so that the agent could communicate across various languages.
- Recording Agent Interactions.
- Immediate Knowledge of User Experience.
- Ease of installation and expansion.
- Ease of training for new agents.
- The positive ROI was realized after training the first batch of agents. The training time was reduced by half for new agents.
- The positive ROI was realized by a gain in customer experience feedbacks. Many more customers left feedback than ever before.
- Internal support calls to maintain or explain the software were nearly eliminated.
- Arena PLM and QMS and 1Factory
Zoom Quality Management Suite outperforms both of them through ease of use and ease of installation. The company selected Zoom Quality Management Suite because of the support offerings and the easily integrated Customer Experience offering. Their support was well done and tailored to the needs of the company. Their billing process was also easy to adapt to for the company.
November 22, 2019
ZOOM experience
It is used by a department at my organization to stay in touch with some service providers.
- Low bandwidth use.
- Cheaper.
- Easy to use.
- No need to improve.
- We stay in touch with providers.
- There is no negative impact.
- Cisco Webex Room Series (formerly Cisco Spark Room Series)
ZOOM is cheaper than Cisco.