ZOOM QUALITY MANAGEMENT SUITE

Quality & Performance Management Suite for Contact Centers and Unified Communications Environments

Multichannel Interaction Recording

Live Monitoring

Workforce Management

Quality and Performance Management

Agent Screen Capture

Speech Analytics

ZOOM International s.r.o.www.zoomint.com

ZOOM VISION

ZOOM focuses solutions around our “Empower the agent”philosophy. We believe that giving the agent access to theirperformance, feedback, scoring, and evaluations, is the easiestway to make them engaged, motivated, and focused on providing the best customer service.

ZOOM MISSION

To design simple, effective, and easy to use quality management solutions that allow continuous improvement of business performance.

ZOOM QM SUITE KEY SOLUTION ADVANTAGES

ZOOM Quality Management Suite provides a complete set ofintegrated solutions to effectively manage your contact center orunified communications environment.

01 CAPTURERecord multichannelcontact center interactions

CallRECCapture all agent interactions forquality, compliance, and liabilityrecording needs.

ScreenRECCapture agent calls and screenstogether for a better insight into agentperformance. Allows improvedevaluation and training opportunities.

02 ANALYZEAnalyze and evaluate your perfor-mance using captured interactions

ScoreCARDSchedule and perform agent evaluations.Packed with easy to use tools that allow a 360 degree view of agent performance.

SpeechRECMonitor 100% of calls with phoneticengine based Speech Analytics. Provides your organization with actionable intelligence.

LiveMONWatch and annotate live calls to identifyagent strengths and weaknesses, and to get a sense of customer behavior.

03 ACTMake informed decisions basedon your findings

ScoreCARDPlan and stay in control of yourQuality Management Program toimprove agent skills and customersatisfaction.

WorkFORCEOrganize contact center staff based on combined agent’s quality data andcontact center occupancy. A joint WFO solution developed with Teleopti.

FLEXIBLE: Designed for both small and largecontact centers, fully supportingcomplex distributed and hostedenvironments. Supporting Cisco UC Manager, CiscoUnified Call Center Express &Enterprise and CiscoUnified Communications 500 Series. Genesys Premium and OEM Partner,supporting Genesys SIP Server &Genesys Customer InteractionManagement Platformfully supporting BroadSoftBroadWorks. Fully featured recording integrationwith the Avaya Aura Communication

Manager. Contact center integrationsupported for customers deployingGenesys contact center solutions ontop of Avaya PBX. Integration with top workforcemanagement vendors, joint WFOsolution with Teleopti positioned inGartner Magic Quadrant.

SECURE:Fully PCI-DSS compliant feature setfor your compliance recording,including pause and resume,encryption with powerful keymanagement, and flexible passwordmanagement policies. Helps you tomeet HIPAA, Sarbanes-Oxley, andSecurities and Exchange Commissionrequirements. Secure user

authentication, authorization with a fullaudit log of every user action.

MATURE:Solution architecture features fullredundancy for performance and highavailability supporting Enterprise scaledeployments. Robust Media Lifecycle Managementsupports advanced requirements forarchiving, restoring, backup anddeletion policies integrated with IBMTivoli Storage Manager (TSM).

CONVENIENT:Easy to install and use. Localized in 14languages including Russian and Arabic. Intuitive user interface for unmatched convenience and ease of use.

The ZOOM QM Suite is available with a 30 day trial license as a VMware Virtual Appliance / Contact ZOOM via sales@zoomint.com for more information

ZOOM CALLRECMULTICHANNEL INTERACTIONRECORDING

PCI-DSS compliant multichannel interaction recording solution for contact centers and unified communications environments.Scales from on-demand usage in small business up to largedistributed contact center architectures. Fully supports hosted and multi-tenant environments.

ZOOM CallREC® has tested compatible with the Cisco CUCM 8.6 and UCCE 8.5.

Selected by Genesys as an OEM partner, the ZOOM QM Suite is now offered worldwide as Genesys Quality Management.

ZOOM is a VMware Technology Alliance Partner. ZOOM QM Suite fully supports virtual deployment on VMware Infrastructure 3 including VMware ESXi. It can run together with other Cisco UC applications on the same physical Cisco UCS Server in the "UC on UCS" deployment type on the same VMware host.

Recording integration with the Avaya Aura Communi- cation Manager. Contact center integration supported for Genesys contact center solutions on top of theAvaya PBX.

SECURE YOUR DATAMeet and enforce your PCI-DSS compliance policies withpause and resume functionality, encryption, passwordmanagement, auditing, and granular access andpermissions. Helps you meet compliance requirements forHIPAA, SEC 17a-3 and 4, and SOX.

POWERFUL SEARCH AND REPLAY FEATURESSearch using call parameters or attached data,such as a customer ID or order number providedby an integrated CRM. Use ZOOM Advanced Player to play the entire customerinteraction as one recording, including IVR, transfers,holds, and conferences.

“RusFinance selected ZOOM CallREC together withScoreCARD to expand operations with powerful recordingand quality management to motivate our agents andoptimize our staff resources.“

Anna Ivanova,Deputy Head of Analytics and Methodology Dept,RusFinance.

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RECORD AND STORE INTERACTIONSDefine recording rules based on a combination of time,recording percentage, or attached data. Use wildcards toselect the exact extensions to be recorded or excluded.Combine call and screen recording using percentagebased rules. Benefit from on-demand recording and start recording inthe middle of a call or even after the call has ended.The entire call is saved. Flag or email recorded calls forfurther analysis. Media Lifecycle Management tools synchronize calls intoa central replay server and manage your retention policiesbased on flexible parameter and attached data.

ZOOM SCREENRECAGENT SCREEN CAPTURE

Provides a company with the means to evaluate theperformance of individuals or groups of contact centeragents throughout the organization. Allows quality monitorsa full view of customer interactions when paired withCallREC and ScoreCARD.

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RECORD DESKTOPSFlexible and percentage based recording rules allowyou to record 100% of calls but a different andconfigurable percentage of agent screens. Capture screens from the beginning of a call until the endof a wrap-up action – not only until the end of the voiceconversation. Pause and resume screen recordings and encrypt therecording to meet compliance PCI-DSS requirements.

OPTIMIZE RESOURCESPatent pending technology records agents desktops usingvery limited CPU resources. Transcode recorded media in batch or on-demand to sche- dule high impact processes overnight or during off hours.

REPLAYING CALLS IN CALLREC REPLAYING CALLS IN SCORECARD

Select the required video quality meeting your bandwidthand storage requirements. ScreenREC technologyminimizes bandwidth consumption using an intermediatetransmission format. Manage screen recordings separately with MultimediaLifecycle Management to meet requirements for archivingrecordings for longer periods of time.

SUPPORTED PLATFORMSIntegrate seamlessly with Cisco Unified Contact CenterExpress & Enterprise or the Genesys Customer InteractionManagement Platform

ZOOM SCORECARDQUALITY AND PERFORMANCEMANAGEMENT

Comprehensive quality management solution designed to assess agent performance and improve the efficiency of coaching. Enhanced with Universal Player and Speech Analytics that allowthe assessment process to be simplified while also offering a larger picture of overall performance.

MONITOR THE OVERALL PERFORMANCEMonitor high level call center performance indicators viathe Call Center Dashboard view and custom reports withrich graphical interpretation of results. Use advanced reporting features to identify group or agentstrengths and weaknesses, and to track improvements.Export data to Excel for further analysis.

PLAN EVALUATIONS AND CALIBRATIONS SESSIONSCreate questionnaires with fully customizable criteria toscore and measure an agent’s KPI adherence. Export and import questionnaires to share and re-use.Plan evaluations based on media type and internal orexternal search criteria.

Select and score interactions based on criteria such aslength of call, day of the week, time of day, and additional criteria from an integrated CRM.

REPLAY INTERACTIONS, EVALUATE THE AGENTSReplay the whole interaction, including recorded agentsDesktop, with embedded Universal Player. A platformindependent media player that is powerful, and intuitive. Improve agent involvement in the quality process with agent self-evaluations. Agents can access an evaluation and provide their feedback, creating a 360 degree view of the interaction.

EMPOWERED WITH SPEECH ANALYTICSSearch for interactions based on predefined speech tagsto get 100% visibility of script adherence and compliance. User Management features allow seamless synchronizationand authentication of users between CallREC and theCisco and Genesys contact center platforms.

“We have been working exclusively with ZOOM QM suitefor the past 2+ years. We had tried at least two othervendors in the same realm and our experience with ZOOMhas exceeded our expectations of the technology. As a Cisco partner specializing in Cisco contact centers, we value the ease and flexibility of integration with UCCE and UCCX portfolio. The stability of the product (and the fact that it's built on hardened Linux) also gives a peace of mind.“

Peter Iskander,Managing Director, Experflow Egypt

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Empower your team leaderswith ZOOM Speech Analytics.Great team leaders need clear information about any given situation. ZOOM SpeechREC is the solution for discovering threats and opportunities hidden within thousands of calls.This allows more efficient training and coaching of your agents. Team leaders havenever had access to such a powerful tool.

ZOOM SPEECHRECSPEECH ANALYTICS

Monitor 100% of calls with powerful a Speech Analytics solution for both small and large organizations. Phonetic based approach to indexing and searching for calls ensures unmatched performance and accuracy. Deeply integrated with ZOOM ScoreCARD and Universal Player.

INTERACTIONS UNDER CONTROLSearch for calls based on standard parameters, as well asSpeech Tag occurrence or absence, with an easy to use search panel. Interactions screen displays call couples for convenientoverview of interactions, including basic stats and a wave- form interpretation of the call with identified speech tags. An interaction can be directly replayed with Universal Playerwithin a single window. It‘s easy to select only the agent orcustomer voice. Quickly skim through conversation andfocus on parts of conversation tagged with speech tags. Replay an agent desktop recording in the same window.Create quick evaluations directly from Interactions screen.

POWERFUL SPEECHTAGSEach recorded call is indexed with Speech Tags in realtime, making search extremely fast. Predefined sets of Speech Tags give visibility to common issues, like average handling time, script adherence, or legal compliance. Define an unlimited number of Speech Tags that address your specific needs

Supported languages: English (US/UK), German, Russian,Egyptian Arabic, Mexican Spanish, French (Canadian/EU),EU Spanish, Brazilian Portuguese.

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ZOOM WORKFORCEWORKFORCE MANAGEMENT INTEGRATION

ZOOM WorkFORCE is an integration platform that allows 3rd party solutions to seamlessly integrate quality and workforce management. We currently provide deep integration with our strategic partner Teleopti, offering a joint solution for WFO consisting of the best from both worlds.

CURRENT LEVEL OF INTEGRATIONPerformance Management, with joint KPI reporting ofQM and WFM data in Teleopti’s Performance Manager.

INTEGRATION POINTS UNDER DEVELOPMENTAgent integration, for single entry of agents in Teleoptiand automatic synchronization with ZOOM. Integrated messaging, with ZOOM sending messagesregarding evaluations to agents using Teleopti’s ASM

ADVANTAGES OF JOINT WFO SOLUTIONFlexibility: The solution is based on an open SDK andAPI. Allows rapid development of additional features andsimple customization.

Modularity: Modules can be selected based on contact center needs, saving both financial and hardware resources.

Innovation: Includes 50 of the “Industry firsts“.

INCLUDED IN GARTNER MAGIC QUADRANTSThe joint ZOOM-Teleopti solution has been included inThe Gartner Magic Quadrant for Contact Center Workforce Optimization report for 2012.

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ZOOM LIVEMONLIVE MONITORING

Supplies supervisors with a real-time overview of all active calls. LiveMON allows supervisors or contact center managers to listen to live agent interactions and to add flags, notes, and scoringfor later review.

MONITOR ONGOING CALLSClick on a call to listen to it live without any noticeable delay.Calls can be reviewed using computer speakers or a headset. Configure what data is shown in the LiveMON interface. Provide only the tools required to call monitors. Turn on call recording as required in the middle of the Call. The recording is captured from the very beginning Of the interaction. Access privileges allow a supervisor to view only the callsof their own agents, while the contact center manager canhave a complete overview of all the calls in the contactcenter at any time.

Attach comments and flags to each monitored call for later evaluation and analysis. Save pre-recorded calls and e-mail them via the CallREC user interface.

EFFICIENT ON RESOURCESJava-based application that does not require localInstallation, and is launched directly from a web browser

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TECHNICAL SPECIFICATIONS

ACTIVE RECORDING:There is full integration of the active recording interface solutions of all major platforms. This provides stable and reliable recording that utilizes the native interface for call recording. Legacy passive or hybrid recording methods are available for integrating the ZOOM QM solution in to otherenvironments as well.

SUPPORTED PLATFORMS AND PROTOCOLS:• Cisco UCM version 6.1 to 8.6• Cisco UCM Express and Cisco SRST version 4.1 to 8.6 (passive recording only)• Genesys SIP Server version 7.6, 8.0, 8.1• Avaya Aura CM version 5.2, 6.0, 6.1• Generic SIP switches (passive recording only) tested with Broadsoft BroadWorks, Asterisk, IP Trade, and others.

CONTACT CENTER INTEGRATION:• Cisco Unified Contact Center Express version 6.0 to 8.6• Cisco Unified Contact Center Enterprise version 6.0 to 8.5• Genesys Customer Interaction Management version 7.5 to 8.1

SUPPORTED AUDIO FORMATS:• MP3 (adjustable bit rate)• WAV uncompressed

SUPPORTED VIDEO FORMATS FOR SCREEN CAPTURE:• MP4 with H.264 video and MP3 audio• MP4 with MPEG4-2 video and MP3 audio

SUPPORTED PAYLOADS FOR RECORDED AUDIO:• G.711 A-law / csds• G.722 (wideband)• G.729 (with Annexes A, B, AB)

SUPPORTED CONVERSATION SCENARIOS:• Supported conversation types and call flows include various scenarios including IVR interactions, call hold, transfer, conference and more.• Different call flows and operations may differ between different telephony platforms. See product documentation for full details.

DESKTOP VIRTUALIZATION SUPPORT:The following virtualization platforms aresupported for Screen Capture:• Windows Terminal Services• Citrix XenDesktop – Pooled Desktop mode• Citrix XenDesktop – Dedicated Desktop mode• Citrix XenDesktop – Installed Application mode

COMPLIANCE RECORDING:• Fully supports compliance recording to help meet PCI DSS, HIPAA, Sarbanes-Oxley, and Securities and Exchange Commission requirements.

ENCRYPTION AND KEY MANAGEMENT:• Public-Key Cryptography Standards (PKCS12, JKS, JCEKS)• Industry standard encryption algorithms (AES, DES, Blowfish)• Encryption of recorded calls and captured screens• Support for multiple keys and random usage Re-encryption support

MANAGEMENT AND MONITORING: • Built-in Media Lifecycle Management tools to record, archive, backup, restore, and erase (audio and video can be managed separately or together)• Supports integration with IBM Tivoli Storage Manager and EMC Centera storage solutions• Reporting and statistical tools• Monitoring tools – full SNMP support

BROWSER SUPPORT:User interface accessible using a web browser:• Google Chrome• Internet Explorer• Firefox• Opera• Safari

PLATFORMS AND OS SUPPORT:• RedHat Enterprise Linux 6.2• CentOS release 6.2• VMware ESX/ESXi 4.1 and newer

DATABASE SUPPORT:• Embedded PostgreSQL 9.1• Oracle 11 G database connectivity

OTHER BENEFITS:• No additional costs for 3rd party licenses required in standard configuration! (OS, DB, middleware etc.)• Java and web based API for 3rd party application Integration

YOUR NOTES:

Copyright © 2013 ZOOM INTERNATIONAL. All rights reserved.

Contact ZOOM now for live productdemos and to learn more abouthow ZOOM will help your businessstarting today!

ABOUT ZOOM INTERNATIONAL

OUR VISION STATEMENT:ZOOM focuses solutions around our “Empower the agent” philosophy. We believe that giving the agent access to their performance, feedback, scoring, and evaluations, is the easiest way to make them engaged, motivated, and focused on providing the best customer service.

OUR MISSION:To design simple, effective, and easy to use quality management solutionsthat allow continuous improvement of business performance.

HISTORY:Founded in January 1999 in Prague, Czech Republic. Our first customer for the recording product was signed up in the summer of 2002. International sales began in 2005 and we continue to frow around the world.

We opened offices in Russia & North America in 2007, an office in Dubai, U.A.E. in 2009, and offices in Ukraine, Moscow and Bucharest later on.We became a Genesys OEM supplier for Quality Management in January, 2010.

We entered in to a strategic coalition with Teleopti to form a joint WFO solution that has been included in Gartner Magic Quadrants for Contact Center Workforce Optimization in 2012. Genesys entered the same Magic Quadrant in 2012 as well, with their Genesys Quality Management powered by ZOOM International.

BASIC FACT AND FIGURES:12 years in the Call Recording and Quality Management business8 offices worldwide with headquarters in Prague, Czech Republic800+ customers in more than 73 countries and growing

AWARDS:Included in Gartner Magic Quadrants for Workforce Optimization report 2012Since 2009 positioned in Deloitte Technology Fast 50 Central Europe onyearly basis Number 5 in the world in IP recording by market share according toWorkforce Optimization Market ShareReport 2012 by DMG Consulting

SALES MODEL:We are proud to operate through dense network of certified partners, offeringA 100% indirect sales model. This approach guarantees the best possiblesupport for our customers and attractive enumeration to our partners.

GET IN TOUCH WITH US:

ZOOM International HQ EuropeKarolinská 650/1 (Danube House)186 00 Prague 8 – Karlín, Czech RepublicPhone: (+420) 222 554 111Email: sales-eu@zoomint.com

ZOOM International North America761 Old Hickory Blvd, Suite 201Brentwood TN 37027, USAPhone: +1 615 435 3575Email: sales-us@zoomint.com

ZOOM International Russia – CIS117218 Krzhyzhanovskogo str.14 bld. 3 office 227Moscow, RussiaPhone: +7 495 967 9079Email: sales-ru@zoomint.com

ZOOM International Ukraine25, Petra Sahaidachnoho streetKyiv, UkrainePhone: +7 495 967 9079Email: sales-ru@zoomint.com

ZOOM International Middle EastBPM FZ LLCDubai Media City, Building 8, Office 55, P.O.Box 214371Dubai, UAEPhone: +971 (50) 443 4881Email: sales-me@zoomint.com

ZOOM International Romania10 Montreal SquareWorld Trade CenterBucharest, 011469, RomaniaPhone: +40 752 233 235Email: sales-eu@zoomint.com

ZOOM International s.r.o.www.zoomint.com