Zoom Phone Power Pack

Customer challenge

As Zoom Phone customers migrate from legacy solutions to Zoom Phone, there's a clear need to consolidate and replace some legacy point solutions, often purchased separately from their PBX. While many of these applications include an attendant console and separate analytics tools, they're often from different vendors, which creates a disparate experience. Zoom Phone customers also frequently use the call queue feature to handle inbound communications for various sales, support, and service calls. This means call queue admins need real-time analytics and historical reports to make effective data-driven decisions. In today's world, SMS text messaging is becoming the preferred method of communication for busy individuals and especially for millennials. These users would prefer to have SMS to communicate with businesses when inquiring about their products or services instead of waiting in call queues or interacting with IVRs.

Zoom solution

Zoom Phone Power Pack addresses these challenges with a single add-on license, to provide: 1) enhanced call queue analytics for real-time and historical insights; 2) a desktop user experience that streamlines call handling with an expanded contacts window for users with a steady call volume; 3) team SMS, which enables business auto receptionist and call queue phone numbers to be reached via SMS to interact with service members. Zoom Phone Power Pack supports a variety of Zoom Phone users. The real-time analytics and historical reports are helpful for call queue members and administrators. At the same time, the desktop power user experience helps the consistent incoming call traffic often managed by receptionists, executive assistants, help desk agents, and more. Team SMS enables businesses to interact with their customers in modern ways with a choice of audio calls or SMS messaging.

Call queues: real-time analytics and historical reports

Companies rely on the feature-rich call queue capabilities of Zoom Phone to better serve customers using voice. Call queue administrators and members need access to real-time and historical CQ statistics and reports to identify service issues and plan for improvement. Zoom Phone provides CQ real-time analytics and historical reporting dashboards for CQ administrators and members. CQ real-time analytics dashboard provides critical details like service levels, average call handling times, call volume counts, wait time, completed/abandoned/ missed call counts, and more with the ability to drill down further into specific sites and call queues. CQ historical reports provide values and trendlines on service levels, call handling and wait times, call volume, queue statistics, and more.

• Designed for call center supervisors/managers and receptionists
• Enhanced call queue analytics and historical insights
• Expanded contacts window to streamline call handling
• Auto Receptionist and Call Queue phone numbers
• A desktop user experience that streamlines call handling with an expanded contacts window for users with a steady call volume
• Team SMS functionality to enable auto receptionist and call queue phone numbers to be reached via SMS/MMS

MPN: ZP-PWP-1-3YP