cisco spark and zoom netpromoter scoring 2016

“PEOPLE DON’T CARE HOW MUCH YOU KNOW TILL THEY

KNOW HOW MUCH YOU CARE.”

2016

MY ANNOYING PARTY QUESTIONS

“Did you get closer to your customer or further away this week?”

“How do you know?”

“What measurement do you use?”

16 Years in the Customer Experience Business

11 Offices with headquarters in Nashville & Prague

235 WW Cisco Partners

204K Agent Seats

BASIC FACTS AND FIGURES

FOLLOW THE SUN SUPPORT 24/7

1,460+605 or 42% in last 3 Years

“SEEEEEEEEEERVICE!”

65%Net Promoter Score 2014

77%Net Promoter Score 2015

1% Behind Apple

2% Ahead of Apple

Featured for the 4th time in a row in Gartner’s Magic Quadrant for Customer Engagement Center Workforce Management

“Customer experience: Both vendors pride themselves on the service they provide to customers. Zoom's Net Promoter Score has risen from 65 to 77 over the past 12 months, and this is the core metric used by both companies to evaluate customer support and services.” (December 2015)

ZOOM International has been ranked #1 WFO in Customer Satisfaction by DMG Consulting

2014 & 2015

HOW?

Heart

Measure

Consistency

Listen

Govern

Email

IVR Call Back

Text Back

TOP SERVICE ISSUE?

Consistent Communication

3rd Party Issue

3rd Engineer Transfer

CUSTOMER COMMUNICATIONS

CUSTOMER COMMUNICATIONS

3RD PARTY ISSUES

3RD ENGINEER TRANSFER

INNOVATION - SPARK INTEGRATIONS

PREMIUM COMMUNICATIONS

Receive a Cisco DX-70 video endpoint for an enhanced service experience that puts you in front of the line.

Benefits:

• White Glove Support Escalations

• Face-to-Face Training and Consulting

• Personalized Product Updates

• Executive Sponsorship

• Dedicated Cisco Spark Room

Leverage Cisco Spark for immediate access to the ZOOM executive leadership team for any escalations.

ZOOM Executive Sponsorship:

• Brian Shore – President

• Chase Tarkenton – VP, Sales & Marketing – Americas

• Andrew Horton – Director, SAS - Americas

EXECUTIVE SPONSORSHIP

NPS NOTIFICATIONS – CISCO, SFDC, TWILIO & ZOOM

Real Time Notification

Executive Team on 3 Continents

1 Minute Response SLA

Show the Partner/Customer our heart

Next version will allow immediate response through Spark & Tropos

ANALYTICS – CISCO, SFDC & ZOOM

Scheduled Delivery - Morning

Booked Orders & Generated Pipeline

NPS

Product Classification

Customer Feedback

ANALYTICS – CISCO, SFDC, & ZOOM

INNOVATION – NEXT 30 DAYSEngineering Transfers

3rd Party Disposition

48 Hour SLA Notifications

DEMO & QUESTIONS

Major Data Sources Supported Out of the Box

SUPPORTED DATA SOURCESNative

ZOOM CallRECZOOM ScoreCARDZOOM SpeechRECZOOM FeedBACKZOOM eLEARNCisco UCCXCisco UCCE & PCCETeleopti WFMGenesys CIM Platform

3rd Party ExtractorsAdobe Marketing CloudAWS CloudsearchAWS S3AdOceanApp AnnieappFiguresBoxBrightIdeaConstant ContactCoupaElasticsearchEloqua Campaign

ExactTargetFacebookFacebook AdsFlurryGet SatisfactionGitHubGoogle+Google AdwordsGoogle AnalyticsGoogle DoubleClickGoogle DriveGreatVinesHarvestHubspotInstagramJIRAMagentoMailchimpMarketoMediaMindMS Dynamics CRMMindbodyNetsuiteOoyala

PardotPaymoPigeon ImporterPingdomPinterestPivotalRecurlySalesforce ChatterSalesforce Marketing CloudSalesForce.comScupSendGridSklikSugarCRMTelfaTwilioTwitterYammerYoutubeZendeskZuora

DatabasesdBaseDerbyHadoop/HDFSHP VerticaFirebirdKognitoMicrosoft AccessMicrosoft SQL ServerMongoDBMySQLOraclePostgreSQLRedshiftSAPSQLiteSybaseTOTVS

ProtocolsRESTSOAPJMSSFTPHTTPSWebDavJDBCODBC

StructuredXMLJSONCSVFTP Upload

UnstructuredLDAPEmailJavaBeanBLOB

CONTACT USUnited StatesCzech RepublicUnited KingdomTurkey

Russian FederationUkrainePolandThailandSouth AfricaAustralia

You can always reach us by email: sales@zoomint.com