There are a lot of people today that have grown accustomed to the fact that everything can be accessed immediately in a world that is “always on.” The same is true for customer service departments where resolving issues in a timely and professional manner is expected. When a customer support team is switching between multiple customer support applications to find what they need to get from customer support, the team may find it difficult to provide consistent customer satisfaction to the customer. The Zoom Phone Power Pack will allow you to bring together complementary tools that will simplify your customer service processes in order to bridge this gap between you and your customers.

What is Zoom Phone Power Pack?

The Zoom Phone Power Pack is an add-on feature for Zoom Phone subscribers that provides a set of tools that can be used by admins and agents to enhance service by offering a number of advanced features that can help them to work more efficiently and effectively to provide better service to their customers. Designed to support users with high call volumes and provide them with the insights they need into performance metrics, the Power Pack is the missing link that will enhance the customer experience and improve customer satisfaction.

You get the following features with Zoom Phone Power Pack:

1. Real-time and historical analysis of call queues for enhanced customer service

2. An easy-to-use desktop application for handling high volumes of calls with a streamline user experience

3. SMS capabilities for the Team SMS system that allow the automated receptionists and call queues to be contacted via SMS/MMS

The following are some of the benefits that modern businesses can gain from these capabilities.

Enjoy clearer insight into call queue analytics

If you had more accurate and up-to-date data, what would you be able to do? The Zoom Phone Power Pack gives its customers access to real-time call queue (CQ) analytics and historical insights through a simple and easy-to-use dashboard that allows them to manage their activity. In order to gain a better understanding of how our call queue system’s features are used by agents during their engagement with sales, support, and customer service teams, administrator’s and members can now access data via our call queue system to gain a deeper understanding of how they are being used by their agents. Admins can use a web-based wallboard to display data from their system in a way that makes it easy for them to customize reports, monitor KPIs, and share information with other team members in order to facilitate collaboration.

Analytical dashboards display important metrics such as these:

• Levels of service

• Time taken to handle an average call

• Counts of the number of calls made

• How long does it usually take for a customer to wait?

• Statistical information about the queues

• This is just the beginning of what we can offer you!

It is also possible for administrators to dig deeper into specific sites and call queues in the summary settings. Or, they can”>settings or analyze aggregated data from all queues in the detail settings. This report provides insight into the aforementioned metrics and allows you to sort the data by historical periods (weeks, months, etc.) or call times, and you can customize it to reflect the statistics that you are looking for, which are relevant to your organization or department. Admins and members of call queues have the option of generating historical reports for the duration of up to a year within a period of two years.

Have you ever wondered what your members’ availability is like? An administrator of a queue has access to real-time analytics that allow them to see the status of members’ availability. It is important for you to know what time it is, whether you are opting in or out, and the status of your call at this time.

Enjoy a more productive, efficient desktop experience 

In order to streamline your teams’ call handling experience, our Power Pack desktop experience provides them with a comprehensive contact window which assists them in managing high call volumes. For users such as receptionists, executive assistants, and help desk agents, Power Pack is designed to enable them to forward calls faster, gain a better understanding of the context of incoming calls, and manage multiple tasks seamlessly.

An awareness panel is built into the desktop experience of Zoom Phone Power Pack which includes functions such as:

• Accessible quickly (stays docked when not in use so that it is ready to act when needed).

• Designed with the intention of providing information about the incoming caller to the users

• An easy way to customize your application with call queues, group call pickups, shared line appearances, and shared line Channels . You can add contacts, create contact groups (widgets)

• This software allows you to perform in-line searches and transfers without having to cross-launch the Zoom desktop client in order to do so

• A Zoom desktop client connected to this application uses an expanded contacts window to display real-time user presence and allow quick access to other users so that they can call, meet, or chat with you.

Administrators can enable Power Pack without the need to install it separately, and it is available for MacOS and Windows users. As an added bonus, users are able to access the awareness panel from any application they prefer (for example, CRM, scheduling, or project management programs) without switching back and forth between them.

It is essential for agents to be able to stay productive while having insight into and visibility into inbound calls in order to perform their tasks more efficiently, respond to customer requests quicker, and enhance the customer experience.

Give customers the communication tools they prefer

Power Pack Team SMS allows customers to interact with the customer support team on their own terms by using the auto receptionist or automated call queues via SMS/MMS. This allows callers to connect with support on their own terms, allowing them to communicate more efficiently with customer support. Instead of waiting in long queues for calls to be answered or interacting with automated services, callers can ask common questions about products and services or get connected with the appropriate agent directly over SMS.

The admin can select which members of the team will reply to SMS inquiries from customers, which increases efficiency. The SMS conversation will be released from the queue after five minutes if there is no further action taken during that time, so that other agents will be able to respond. Also within the SMS feature, admins as well as team members are able to see the history of the conversations as well as receive SMS analytics for further analysis. There is currently only support for Team SMS in the U.S. and Canada, and there is a limit of only 10 team members at present.

Enhance your customer support

It is your responsibility to provide the best possible service to your customers. The Zoom Phone Power Pack enables you to deliver faster, more accurate customer service for your customers by giving them more efficient call handling, deeper insights into their behavior, and the ability to communicate with them wherever they are.

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