Zoom to the Top with Zoom Quality Management Suite
February 23, 2022

Zoom to the Top with Zoom Quality Management Suite

Alfred Brock | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction 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.
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.

Do you think Eleveo delivers good value for the price?

Yes

Are you happy with Eleveo's feature set?

Yes

Did Eleveo live up to sales and marketing promises?

Yes

Did implementation of Eleveo go as expected?

Yes

Would you buy Eleveo again?

Yes

Teams Manager for Microsoft Teams, BlueJeans Events, AudioCodes Mediant Enterprise Session Border Controllers (E-SBCs)
One scenario where it is best suited is when a company is setting up a new team of agents. The process is very easy to follow. The software is intuitive in operation, easy to explain, and lends itself to ease of use in a short amount of time for the agents. It is not suitable for a location that deals with a variety of languages - if the people reviewing the interactions do not speak or understand the recorded sessions.