Nashville, TN, USA & Prague, Czech Republic, May 21, 2019 -- ZOOM International, driving customer experience through the emotion of the customer, takes a step in the Workforce Engagement Management market with the release of the Eleveo platform including the new Eleveo WFM. This announcement represents the culmination of two 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".
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.
"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.
Under the hood Eleveo 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. Eleveo 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 Eleveo
For its debut, Eleveo will be available as a service-based cloud product targeted for commercial WFM customers. In the months that follow, Eleveo’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."
Eleveo WFM is slated for launch by the end of July 2019
Posted by Veronica Silva Cusi, news correspondent
ZOOM believes that customer service excellence starts with understanding the voice of the customer. Once you understand how your customers really feel about you, it is easy to highlight excellence or reflect humbly and take corrective actions. Eleveo was formed to provide easy to use, results oriented software
Published: Thursday, May 23, 2019
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