Zoom Phone Power Pack – Enhance Your Customer Support With Advanced Tools From Zoom

https://www.youtube.com/watch?v=a3-BgtiqjDE&t=1s

Zoom has recently announced Zoom Phone Power pack, which they say can “supercharge your customer support teams with complementary tools that simplify your service processes.”

What is Zoom Phone Power Pack, exactly?
Power Pack is an add-on for Zoom Phone that provides advanced tools designed to enhance the way admins and agents work. It’s intended to support high-volume users and provide insights into important analytics and performance metrics.

Zoom Power Pack provides:

Enhanced call queue analytics both for real-time and historical insights.
A streamlined desktop user experience for handling high call volumes.
SMS capabilities for your team that enable auto-receptionist and call queue phone numbers via text message.

With Zoom Phone Power Pack, customers can more easily manage call queue analytics. They’ll have an easier time tracking KPIs and sharing information with their team.

The analytics dashboard provides important metrics such as:
Service levels
Average call handling times
Call volume counts
Average/longest wait time
Queue statistics
& more.

For teams that handle a high volume of calls, the Power Pack desktop experience provides a streamlined process of handling calls through an expanded contacts window. Designed for receptionists, executive assistants and help desk agents, Power Pack provides a faster call forwarding and more precise insight into the calls coming in and the workflows that facilitate multitasking.

According to Zoom, the Power Pack desktop experience is built with an awareness panel that is:

Quickly accessible (stays docked and ready to act but can be hidden when not in use)
Designed to inform users of incoming caller information
Customizable (widgets include call queue, group call pickup, shared line appearance, and shared line groups)
Built to support in-line search and transfers without cross-launching the Zoom desktop client
Integrated with the Zoom desktop client to show an expanded contacts window featuring real-time user presence and quick access to call, meet, and chat with other users.

If your organization is interested in a Zoom solution, please fill out the form below and we’ll be in contact!