Zoom Phoneの導入事例
プロダクト詳細導入企業｜Topaz Services
Topaz Services’ journey to exceptional customer experience with Zoom
課題・目的
Current provider Mitel lacked customizable features.
Mitel had poor reliability with approximately 5% call drop rate per month.
Mitel had cumbersome user experience for agents.
導入後の効果
Agents can seamlessly transition from voice to chat in one interface.
Call quality is crystal clear with no lag.
Agent morale improved due to ease of use and reliability.
まとめ
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Zoom Phoneの導入を考えていますか？
サービスとの相性を見たい方はこちら
導入について相談がある方はこちら
プロに相談する導入事例の詳細
導入前の課題
Current provider Mitel lacked customizable features.
Mitel had poor reliability with approximately 5% call drop rate per month.
Mitel had cumbersome user experience for agents.
導入の目的
Deliver exceptional, white-glove customer experience 24/7 for hotel clients.
Provide reliable and customizable contact center solution to handle reservations and inquiries.
Keep up with competition and adapt service according to each hotel brand.
導入後の効果
Agents can seamlessly transition from voice to chat in one interface.
Call quality is crystal clear with no lag.
Agent morale improved due to ease of use and reliability.
Faster resolution of guest questions by reaching hotels via Zoom Chat.
Rich analytics and real-time wallboards for quality control and sales metrics.
AI Companion provides transcript summaries and sentiment analysis for call monitoring.
導入の決め手
Zoom’s openness and ability to adapt to Topaz’s unique needs.
Unified benefit of combining Zoom Contact Center with Zoom Meetings, Chat, and Phone.
Competitive pricing and expanded omnichannel functionality.
Dedicated support and swift onboarding process.
導入のプロセス
Topaz identified Zoom Contact Center with help from IT advisory firm Packet Fusion, which translated technical requirements into actionable plans and ensured smooth rollout. The onboarding was swift and efficient.
活用方法
Agents use Zoom Contact Center to handle all hotel reservations and inquiries via voice and live chat, with customizable queues and flows per hotel brand. They also use Zoom Phone, Zoom Chat, and Zoom Meetings internally and with clients.
社内の反応
Agents gave feedback of 'jubilation' due to exceptional call quality and user-friendly interface; training was instrumental and boosted confidence.
今後の展望
Excited about implementing Zoom AI Expert Assist to deliver real-time AI guidance to agents and supervisors.
AI事例マッチ度診断
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Zoom Phoneの導入を考えていますか？
サービスとの相性を見たい方はこちら
導入について相談がある方はこちら
プロに相談するこのサービスについてもっと詳しく知りたいですか?
プロにビジネスの悩みや課題を相談をして、詳細資料を受け取りましょう。
どんなざっくりとした内容でも構いません。まずはお気軽にご相談ください。
カテゴリ
Try Zoom Phone for a VoIP phone system with unlimited domestic calls, SMS messaging, voicemail transcription, call recording, and seamless app integrations.
Topaz Services
旅行・観光・ホテル業界
31〜50名
非上場
Hotel contact center handling reservations and inquiries for hotels
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