Analyse 100% of your calls without wasting team member time
Use Cases and Deployment Scope
Zoom Revenue Accelerator helps us deliver a 5 star service to our clients around the world. As a crypto brokerage, we operate 24 hours a day.
A cornerstone of our service is that at any time of day a client can pick up the phone, and call a Broker or Client Support team member to receive help.
Before ZRA we had very limited oversight about the themes and topics of conversations from the thousands of hours on the phone with clients. But now that data is available to us almost instantly, and at scale.
ZRA's transcription, summary, and action creation tools save our team members hundreds of hours a month, by allowing our team members to focus on the client, knowing ZRA will capture the notes and highlights from the conversation.
A cornerstone of our service is that at any time of day a client can pick up the phone, and call a Broker or Client Support team member to receive help.
Before ZRA we had very limited oversight about the themes and topics of conversations from the thousands of hours on the phone with clients. But now that data is available to us almost instantly, and at scale.
ZRA's transcription, summary, and action creation tools save our team members hundreds of hours a month, by allowing our team members to focus on the client, knowing ZRA will capture the notes and highlights from the conversation.
Pros
- Call transcription, note taking, and action creation
- Customer sentiment analysis
- Call coaching for new team members, words per minute, etc
- It's interoperable with phone calls, and Zoom video calls
Cons
- Audio recognition with accents can sometimes garble words said
- Actions generated aren't always "client ready" as casual conversation topics like "I'm going to the beach this week" can become a item for action in Zoom's summary
- Permissions with the admin side of ZRA need improvement, managing ZRA alongside other Zoom products can be difficult if not all teams have a licence (it is getting better though)
Return on Investment
- ZRA call summary saves, on average and hour every day from our client facing Brokerage team
- ZRA has taken us from ~50% coverage on tagging calls to 100%
- We save at least an hour a day too from the improved call quality
Usability
Alternatives Considered
Aircall, Dialpad Ai Voice and Salesforce Service Cloud
Other Software Used
Slack, Asana, Intercom, Evernote, Evernote Skitch, NetSuite ERP, Transmit Security CIAM Platform
