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Zoom Workforce Engagment

Track and optimize your customer service teams with Workforce Management. Increase agent proficiency through AI-powered coaching with Quality Management - all within a single product suite.

About

Workforce Management

  • Deploy the right agents at the right time

    Leverage key planning data directly from Zoom Contact Center to accurately estimate agent headcount for scheduling, better predict agent workload, and help businesses react in real-time.

  • Goodbye administration, hello AI

    Replace the arduous and time-consuming hours spent in confusing spreadsheets with the power of automation across forecasting (predictive models using machine learning), scheduling, and intraday management.

  • Improve agent engagement

    Use forecasting capabilities to predict agent workloads and help prevent burnout. Agents are also empowered with more flexibility and ownership over their schedules such as requesting vacation time.

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