J.C. Novoa demonstrates SuccessKPI, which adds AI analytics to Zoom Contact Center by transcribing calls, detecting topics, and measuring sentiment. The platform surfaces insights for quality managers and integrates with Salesforce and other systems to give supervisors actionable data for improving customer experience.
Today I wanted to show you a little bit of what SuccessKPI can do for your Zoom contact center and Zoom Phone implementations. As part of our integration with Zoom, we are able to provide real-time datasets associated with all the events that happen day in and day out at the contact center that you see depicted here. Additionally, we can look at the data from a historical perspective and look at some of those interactions post-call. Now, some of these reports that you're gonna see here provide just basic, you know, historical data associated with that interaction. And the reality here is that Success KPI is here to complement the data from Zoom Contact Center or Zoom Phone in a manner that not only provides additional meaningful insights to operations but also can further improve the customer experience, right? Within the SuccessKPI platform, we have a mechanism to listen to that recording from Zoom, transcribe that recording, process it for topic detection, sentiment analysis, and provide a mechanism by which your quality managers or your supervisors can review these conversations after the fact and provide additional mechanisms to improve the customer experience. I recruited my wife to do this test call with me, so I'm going to play a little bit of that for you. Hello. Hello, welcome to Success KPI. How can I help you? I'm having some issue running this report and I'm not sure why it's not working this morning. Have you connected to your VPN? So what the Zoom call did is process it, right? And we have access to that recording. We take that recording as part of listening to these events, right, that are captured in our platform. And then we process that event, pull the recording, process it through our AI platform to derive sentiment and intent of the call. And then we were able to then analyze that data, right? So this interaction just came from here. This is what you see here. But furthermore, perhaps Success KPI is not where your agents or supervisors live. They might be leveraging either the Zoom out-of-the-box interface or they might be using a CRM like Salesforce. So we are able to not only process the data that comes from Zoom, analyze it, integrate it with our platform, provide additional functionality beyond BI and analytics. And onto quality management and potentially additional capabilities that you might leverage in the contact center, but also pass that data on to the downstream system. And what you can see here is that while we can pass this data, right, the information that you'll see here can be limited to just what your supervisors and agents may need, while the rest of your team, perhaps your power users, We'll leverage our platform to actually take additional insights of that data and then integrate it with additional backend systems or other environments in your contact center. And so the overall picture here behind the integration between SuccessKPI and Zoom is that we're here to complement what you get out of the box from Zoom in a manner that you can have a mechanism to future-proof your investment into the contact center as a service platform. And that's it.
