The communication needs of organizations are constantly evolving, with efficiency and automation becoming increasingly important. In this context, Zoom presents: the Zoom Agentless Dialer. This advanced solution offers telecom and IT resellers a powerful tool to help their customers automate outbound communication without the need for live agents.
What is the Zoom Agentless Dialer?
The Zoom Agentless Dialer is an automated dialer that can initiate outbound calls without requiring an agent to start the conversation. This innovative solution significantly extends the automated outbound capabilities of Zoom Contact Center (ZCC) and is a valuable addition to the already existing Preview and Progressive dialing options.
The dialer can be fully configured to automatically play voice messages when a customer answers the phone, or to leave voicemails when the call is not answered. This flexibility makes it possible to apply different communication strategies depending on your customers’ specific needs.
Technical Requirements
To implement the Zoom Agentless Dialer, the following licenses are required:- 1x Zoom Contact Center license (Essentials, Premium, or Elite)
- Agentless Dialer license
This modular setup ensures that companies can tailor their investment to their specific usage and growth plans.
Practical Applications and Use Cases
The Zoom Agentless Dialer is highly versatile and can be deployed across various industries and scenarios:
Healthcare and Service Companies
- Appointment reminders: Automatic reminders for medical appointments, maintenance visits, or other scheduled services
- Delivery status updates: Informing customers about delivery or service job status
Financial Services
- Payment reminders: Automated reminders for outstanding invoices
- Collection notifications: Professional communication regarding unpaid balances
- Renewal reminders: Automatic notifications for expiring subscriptions or memberships
Customer Service and Marketing
- Customer satisfaction surveys: Automated surveys requiring no live agent interaction
- Marketing announcements: Promotional campaigns and product launches
- Account status updates: Information about account changes or new services
Emergency Communication and Operational Updates
- Emergency alerts: Fast communication to large groups during crisis situations
- Service outage notifications: Proactive updates on planned or unplanned service interruptions
- Event reminders: Updates about company events, training sessions, or important announcements
Supported Scenarios
The Zoom Agentless Dialer supports three main scenarios, each offering different follow-up options:
Scenario 1: Basic Messages
An outbound call is initiated, and when answered by a person or voicemail, the system plays a pre-recorded message and then automatically disconnects. Ideal for simple informational messages such as reminders or notifications.
Scenario 2: Transfer to Live Agent
After the automated message, the recipient has the option to be transferred to a live agent in the contact center. Perfect for situations where questions may arise or further assistance is required.
Scenario 3: Integration with Zoom Virtual Voice Agent
The most advanced scenario enables transferring the call to a Zoom Virtual Voice Agent after the initial message, which can execute specific workflows. This opens possibilities for more complex interactions such as scheduling appointments, collecting feedback, or processing simple requests.
Benefits for Resellers and End Customers
For telecom and IT resellers, the Zoom Agentless Dialer presents an excellent opportunity to help customers optimize their communication processes. The solution reduces the workload of contact center agents, increases the efficiency of outbound communication, and ensures consistent messaging to customers.
End customers benefit from reduced operational costs, improved customer reach, and the ability to maintain 24/7 automated communication without requiring constant staffing.
Conclusion
The Zoom Agentless Dialer represents a significant step forward in automated communication technology. By combining advanced automation with the flexibility to transfer to live agents or Virtual Voice Agents, this solution offers the perfect balance between efficiency and personalized service.
As your distributor, BusinessCom is ready to support you in implementing this innovative solution for your customers. Contact us for more information about pricing, implementation, and training opportunities.