Business Wire

ZOOM announces Elevēo WFM

Share

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.

To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.

Contact information

Barry Williams
Director of Marketing & Platform R&D
ZOOM International
E-mail: barry.williams@zoomint.com
www.zoomint.com

About Business Wire

Business Wire
Business Wire
24 Martin Lane
EC4R 0DR London

+44 20 7626 1982http://www.businesswire.co.uk

(c) 2018 Business Wire, Inc., All rights reserved.

Business Wire, a Berkshire Hathaway company, is the global leader in multiplatform press release distribution.

Subscribe to releases from Business Wire

Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.

Latest releases from Business Wire

DC Secretary Announces Annual Determinations Committees Outcome28.3.2024 21:14:00 CET | Press release

DC Administration Services, Inc. has today announced the composition of five regional Determinations Committees (DCs), effective from April 27, 2024. Voting Dealers (for all regions): Voting Non-Dealers (for all regions): Bank of America N.A. Citadel LLC Barclays Bank plc Elliott Management Corporation BNP Paribas Pacific Investment Management Company LLC Citibank, N.A. Deutsche Bank AG Goldman Sachs International JPMorgan Chase Bank, N.A. Voting Dealer for the Americas, EMEA, AEJ, and Japan Determination Committees: Mizuho Securities Co., Ltd. The process for selecting DC members is specified in the DC rules. The DC rules, along with more information about the Determinations Committees and what they do can be found at the Determinations Committees website: https://www.cdsdeterminationscommittees.org/. View source version on businesswire.com: https://www.businesswire.com/news/home/20240328441002/en/Contact information Press Inquiries: Orlando Figueroa orlando.figueroa@citadelspv.com

LambdaTest Launches The Phoenix Project, an Employee Resource Group for Women28.3.2024 16:00:00 CET | Press release

LambdaTest, a leading cloud-based unified testing platform, announced the launch of The Phoenix Project, an Employee Resource Group (ERG) dedicated to supporting and promoting the success of its female employees. “LambdaTest is committed to fostering a diverse, inclusive, and equitable workplace where all employees feel valued and empowered to reach their full potential,” said Chandini Chopra, VP of People and Culture at LambdaTest. “The Phoenix Project is a critical step towards achieving this goal by providing a platform for professional development, networking, and mentorship, especially for our women employees.” The Phoenix Project Aims To: Offer professional development workshops, networking opportunities, and dedicated time off for women to participate in ERG initiatives. Provide mentorship programs connecting senior female employees with mentees. Promote leadership development among women within the company. Create a sense of community for women in the workplace. Leadership and

The reopening of the Yokohama Museum of Art adds another innovative and distinctive venue for events in Yokohama28.3.2024 16:00:00 CET | Press release

After extensive renovations, the iconic Yokohama Museum of Art has reopened its doors to visitors from all over the world. The museum’s reopening paves the way to new and closer collaboration with international events in Yokohama. This extraordinary venue is the ideal setting for a one-of-a-kind gathering, in part, supported by the Yokohama Convention & Visitors Bureau (hereinafter YCVB). The Yokohama Museum of Art Founded in 1989, the Yokohama Museum of Art collects over 14,000 works of art that reflect the many facets of life in Yokohama—past, present, and future. The reopening of the museum coincides with the Yokohama Triennale, an international exhibition featuring contemporary artists whose decentralized exhibits turn the entire metropolis into an art museum. The 8th Yokohama Triennale is being held from March 15 to June 9, 2024, with the Yokohama Museum of Art being a pivotal venue for the exhibition. With the museum firmly back on the map as Yokohama’s leading artistic venue, YC

Eight new sustainability-themed experiences—exclusive to Yokohama—for convention participants28.3.2024 16:00:00 CET | Press release

In a survey conducted by Yokohama Convention & Visitors Bureau (hereinafter YCVB), many convention attendees expressed particular interest in Yokohama’s culture, sightseeing spots, and local cuisine. In response, YCVB has developed eight new Yokohama Tours for event attendees to enjoy during their free time in Yokohama, keeping in line with our ethos of sustainability. Noge Area Bar-Hopping Tour, complete with guide Known affectionately by locals as Yokohama’s kitchen, Noge is a bustling nightlife spot that is home to over 600 izakaya (Japanese-style pubs). A knowledgeable local guide will lead participants to all the hidden gems in Noge, where they can indulge in distinctive, delicious pub-style food and drink. With easy on-foot accessibility, participants can rest assured this fun night out won’t impact their carbon footprint. Soto Zen Tour of Sojiji, head temple of the Soto Zen school As a prominent Zen sect in Japan, Soto Zen provides one of the best Zen wellness experiences. Durin

Nordson EFD Releases New 3-Axis Automated Fluid Dispensing Systems28.3.2024 15:00:00 CET | Press release

Nordson EFD, a Nordson company (NASDAQ: NDSN) and leading precision fluid dispensing systems manufacturer is proud to announce the new GVPlus and PROX families of automated fluid dispensing products. Both robotic solutions share a focus on motion, workspace, repeatability, payload, setup, and vision technology enhancements. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20240305726899/en/ The GV Series offers market-leading dimensional positional accuracy and deposit placement repeatability. (Photo: Business Wire) The new GVPlus automated fluid dispensing solution offers improved repeatability, bigger payloads with simplified setup requirements, and superior vision capabilities. Repeatability is now best-in-class at 8 μm, improving repeatability to ±0.008 mm. Setting up the robot is easier due to a new dual mounting flange that enables a tool payload of up to 4.5 kg (10 lbs). When paired with the working area of 400 mm x 400 m

HiddenA line styled icon from Orion Icon Library.Eye