ZOOM International, the leader in driving customer experience through
the emotion of the customer, today takes a major step in the Workforce
Engagement Management market with the release of the Elevēo platform
including the new Elevēo WFM. This announcement represents the
culmination of two major milestone initiatives for ZOOM International,
the release of a new Workforce Management product as well as their first
native cloud platform “as a Service offering”.
Unlike other companies that continue to expand via mergers and
acquisitions, Elevēo was created by ZOOM to ensure an optimized workflow
and ease of use. Our industry is fragmented, and we wanted to help
customers expand from spreadsheets and multiple vendors to one.
Forecasting and Scheduling Simplified
Anyone who works in a contact center will agree that administratively,
managing a workforce is difficult, time consuming, and counter intuitive
by nature. Even when the “herding cats” element of agents
self-scheduling is removed, trying to align a staff (who may or may not
be supportive of the effort) with best guess for coverage needs, the
“math & science” portion of scheduling can be daunting. Top this off
with the fact that in most scenarios, the scheduling effort is often an
“extra duty” of supervisors in the contact center rather than their
primary responsibility. The result is daunting at best and a truly
difficult set of tasks to accomplish at worst.
ZOOM products have a reputation for being easy to grasp and master by
their customers. In continuing the tradition of solving complex contact
center problems with intuitive solutions, ZOOM has taken a deliberate
and focused approach with Elevēo WFM. “The consistent and overwhelming
feedback from both our customers and the commercial market is that the
WFM landscape continues to build more and more features geared at the
enterprise market”. The bells and whistles along with the algorithms are
designed to meet the needs of enterprise customers instead of the vast
majority of contact centers”, quips ZOOM CTO Bill Devlin.
Elevēo WFM is about delivering a powerful, intuitive solution less
focused on features than on the creation of an ideal user experience
with positive results. Elevēo WFM aims to reduce the stress and
complexity commercial and mid-market customer face when using or
evaluating traditional WFM solutions.
Native Cloud Powered
The Elevēo WFM product is only half of the story. ZOOM’s new product is
powered by a new platform, designed with native cloud architecture,
processes and software from the ground up. ZOOM has had a strong history
of delivering reliable, scalable, secure solutions for both premise and
hosted deployment models with 2000+ deployments in over 90 countries.
Until now, ZOOM did not offer any products “as a Service”. Elevēo is
about to change that.
Under the hood Elevēo is powered by cloud native software including
Kubernetes, Docker, Prometheus, Grafana, Kafka, Helm, Packer, and many
more. Devlin comments, “we have a vision to create a single code base
deployable anywhere — whether your needs drive you to a premise, cloud,
hybrid or as a Service model, ZOOM will be there every step of the way.”
He continues: “Our customers’ infrastructure needs are very diverse.
Elevēo addresses those needs head on. We will not shackle customers to
bare metal, VMWare, Hyper-V, Azure, AWS, or any other set of
infrastructure. What we will do is offer customers the same business
benefits of a deploy anywhere native cloud solution with high
scalability, reliability, elasticity, security and flexibility.”
The Road to Elevēo
For its debut, Elevēo will be available as a service-based cloud product
targeted for commercial WFM customers. In the months that follow,
Elevēo’s footprint will evolve to incorporate more features from the
ZOOM suite culminating in its availability for deployment on premise,
hybrid, or in the cloud. ZOOM’s culture of innovation is fueling some
bold visions from CTO Devlin, “we aim to have workflow driven automation
across our WEM platform which leverages machine learning, artificial
intelligence, speech and text analytics and NLP. We are using these
technologies to create single click workflows for quality management and
custom forecasting algorithms for commercial customers using artificial
intelligence and machine learning, and we are just getting started.”
Elevēo WFM is slated for launch by the end of July 2019
About Elevēo by ZOOM International
Elevēo was formed to provide easy to use, results oriented software.
Elevēo does not complicate or overwhelm customers with unnecessary
features that increase time on task, training and workflows. Our
products help you get results. To date ZOOM’s award-winning products and
services have helped over 2200 customers and partners worldwide, ranging
from sub-100 agent contact centers to brands like Amerigas, IBM,
Homecredit, Finansbank, Tata Sky, Generali, Allianz, and Vodafone
spanning 90 Countries.
ZOOM has an 86 NPS Score from our customers for the trailing 365 days
(as of 1 May 2019).
Schedule a demo today at www.zoomint.com.