A Culture of Going Beyond Expectations

How do you foster trust while conducting business?

 Trust allows for open sharing of real world problems without filtering critical details needed for solutions. Nobody wants to be a number in your system or “just another customer” as we hear it said often about other vendors.  ZOOM is an indirect company and that means we must choose our partnerships carefully, putting building trust with our partner first.  Many of our partner relationships are long term, creating a dynamic work relationship with experts solving contact center problems regarding hardware, software, best practice consultation, and services.

 One of our longstanding and highly trusted partners, NATILIK recently worked with us to delight our mutual customer, Radius with a focused project to engage with their contact center users of ZOOM, show them what is possible, improve knowledge, optimize their processes and generally improve usage of their quality management. 

Here are some notable metrics:

  • 12% increase in call recording (QM users have doubled!)
  • Users were not keen to be called “agents” – due to negative connotations - but once they have been able to see the outputs, reports etc. Minds were forever changed!
  • QM evaluations of calls has increased and allowed users to spot more opportunities, reduce bad demand and improve continuity of Customer Service.
  • Across all of these things new projects are involving more of the business earlier on.

“For Radius, selecting the right partner with whom we can build a long-standing professional relationship is as important as the technology itself.

Our interaction with Zoom International was a positive engagement from the outset; we quickly realized that we weren’t just ‘another customer’ and it was evident that they were keen to understand our workforce optimization strategy and work collaboratively alongside our existing unified comms partner, Natilik, to deliver a world class solution”.

Tim Browning, IT Director, Radius Payment Solutions

About ZOOM:

We see ourselves as a boutique contact center business, more agile, and more engaged with customers or partners because we are maniacal about the end user. We delight customers & partners, and our NPS score is an 88 with nearly 1000 survey results over the last 12 months.  ZOOM’s mantra is, "serve the needs of others”, and that is the genesis of our company culture.

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Captures and improves the omnichannel customer experience across calls, emails, chats, surveys, and more. Covers more platforms: Cisco, Broadsoft, Genesys, AudioCodes(radios), Microsoft Skype for Business, and Amazon Connect.

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About ZOOM

At ZOOM, we give contact centers of all sizes the tools to improve the customer and agent experience while addressing back office compliance and risk. That's why we've made it our mission to lead by example, and continually aim to improve our tools and set new challenges for ourselves.

Since 1999, ZOOM has held a world class track-record of customer satisfaction, scoring 82%+ with Net Promoters. Our customers range from sub–100 agent contact centers to some the world’s largest companies—Finansbank, Cigna, Rostelecom, IBM, and Saudi Aramco.

ZOOM has solved some of the hardest call recording problems in the world, and the new ZOOM Omnichannel Search Engine is the first of its kind.

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