This case study is available in written text (PDF) and slide format. It explains how ZOOM uses Cisco™ Spark, ZOOM WFO, Salesforce.com™, Cisco Tropo, Cisco Voice Platforms, and Cisco Webex to help achieve the #1 rank in customer satisfaction for the WFO industry. The studies include details on the background, problem, solution, and results of ZOOM's customer-focused culture, people, process, and technology.

1. Case Study:
How Cisco™ Spark
is used at ZOOM International
The Culture, People, Process and
Technology behind ZOOM’s #1
Ranking in Customer Satisfaction
+

2. Spark @ ZOOM Case Study
• Background
• Problem
• Solution
• Business Outcomes
• Looking Ahead

3. #1 in Customer
Satisfaction in the
WFO Industry
Scale:
• 1500+ Customers
• 200,000+ Users
• 90 Countries
• 300+ Partners
“At Our HQ Entryway” is: ZOOM’s use of ZOOM Performance Analytics
Background

4. Call
Recording
Screen
Capture
Quality
Management
Voice of the
Customer
Speech
Analytics
Video
Recording
Live
Monitoring
eLearning Workforce
Management
Performance
Analytics
Background: ZOOM Products

5. Background: Example Customers

6. ~83%*
Background: NPS Comparison
*5% Ahead
of the Best

7. Background: Why #1?
ZOOM
Customer
Satisfaction
82+ NPS
DMG
#1 Rank
X2
4 Years
Gartner
Magic
Quadrant
Dozens
of
Industry
Awards
Culture
ZOOM
on
ZOOM
6 Proof Points

8. Background: Enabling Technologies
Platform to support ZOOM People, Process, and Culture—
Delivering Customer Service Excellence around the World

9. Problem: Customer Challenges
• Mission Critical Applications
• Not just about Recording Inbound, Outbound, and Back Office Calls
• Supporting Revenue, Customer Satisfaction, Compliance, Verbal
Contracts, Personal Healthcare Info, and PCI-DSS are Business
Critical Functions
• Scale past 10,000 Recordings/Day
• Business Executives & CIOs Watch!

10. Problem: ZOOM Challenges
• Culture—We Hire for Heartfelt Desire to Please Customers!
• Exceptional Communications, Taking Responsibility are Priorities
• Connecting with 3rd Parties to Tackle Integration Issues is a Must
• Put Customer’s Minds at Ease
• Have the Best NPS in the World
• Communicate Really Fast

11. Solution: ZOOM’s Spark Use
Spark Functionality
• Visibility for all Parties in Real-
time
• Granular Collaboration with
Employees, Customers, and
Partners
• Mobile Alerts and Access
• Secure Communication Trail
• Uncluttered Focus
• Desktop Control (Webex)
ZOOM’s Spark Users
Technical Support
Support Leadership
Account Teams
Sales VPs & President
Customer
Users
Partner
Users
Cisco Spark
Room

12. Solution: ZOOM’s Key Spark Use Case
• ZOOM Records
Call
• ZOOM Triggers
Customer Sat
Survey with SFDC
Email, Cisco IVR,
or Tropo SMS
• ZOOM Closes
Support Case
• Survey Email or
SMS Sent and
Filled Out by
Customer
• Data Captured on
Customer Record
• Support engineer
sends customer to
IVR or SMS
• Survey Results
Captured on
Salesforce.com
Customer Record
• Bad NPS Score triggers
Zapier Integration from
Salesforce.com to Spark
• Integration updates Spark
Room
• ZOOM Teams Notified via
Mobile, Desktop, or Web
• ZOOM opens
Customer-specific
Spark Room
• ZOOM begins
Webex for Remote
Troubleshooting
Time

13. ZOOM Business Outcomes
• Spark helps Make Customer Satisfaction a Top
Two Metric and tied to the ZOOM Culture
• If Bad NPS, we know we let a Customer or
Partner Down
• From our President to each Engineer, we can
collaborate and act in Real-time
• The entire ZOOM team can respond with Heart
• We still track metrics with ZOOM Performance
Analytics
• But, we move the Needle with Spark

14. ZOOM Business Outcomes
Spark Enables:
• Integrations for real-time notifications in rooms
• Granular visibility of status as teams
collaborate
• Improves company responsiveness to
customers—also speeding decisions and
increasing team effectiveness

15. • Spark Native Apple iOS
support for Voice and Video
• Siri-Enabled Spark
• ZOOM Spark Integration
• The Future of Customer
Satisfaction
Looking Ahead