Zoom has launched a new dialer to support sales teams in accelerating their customer outreach.
Introduced as an “AI-first” offering, the Zoom Auto Dialer has several notable capabilities.
First, it enables power dialing, automatically contacting a list of phone numbers one-by-one and only passing the sales rep through to a customer once they’ve picked up.
As such, sales personnel can skip past disconnected lines, busy signals, and voicemails.
If the call goes to voicemail, the solution leaves a pre-recorded message, ensuring the customer hears from a salesperson, which increases the chances they call back.
Alternatively, suppose the call reaches a person and they agree to a meeting. In that case, the sales rep can view their availability, share calendar invites, and send follow-up emails via the dialer.
That’s a unique feature, and the salesperson can encourage the prospect to accept the invite on the call, making them more likely to turn up. The feature also helps reduce toggle tax.
Other notable capabilities of the Zoom Auto Dialer include the ability to match local outbound calls to the nearest area code, again increasing the chance of a pick-up, and automatic logging. That includes logging call activity, notes, and dispositions, streamlining after-call work.
Finally, Zoom promises a “seamless” integration with sales CRM solutions, including Salesforce, Outreach, and Salesloft. That enables businesses to strip contact lists directly from the system and unify their reporting.
Here’s a quick look at the solution, which is available as an add-on to Zoom Phone.
As the video explains, the solution also integrates with Zoom Revenue Accelerator (ZRA).
Formerly Zoom Sales IQ, ZRA is a conversational intelligence tool for sales teams, helping them track KPIs, strip performance insights from calls, and run analysis (like risk assessments).
Thanks to this integration with Zoom Auto Dialler, ZRA can draw insight from every sales interaction, from prospect outreach and video catch-ups to in-person meetings.
New Capabilities Added to the Zoom Revenue Accelerator
Alongside its new integration with the Zoom Auto Dialer, ZRA stands out for three powerful new capabilities Zoom has added.
First, look back to the last sentence of the previous section. It highlights how ZRA can draw insight from in-person meetings. That capability is new and enabled by integrating with the Voice Recorder in the Zoom mobile app.
The second new feature is named “Custom briefs”. It allows teams to customize auto-summaries so they can draw out the most critical insights and filter those through to CRM.
The third and final new capability allows sales teams to group sales interactions by region, like EMEA, or customer type, like “enterprise”.
As such, sales reps see only what’s relevant to them, making it easier to collaborate, hand off deals smoothly, and forecast more accurately.
Why Is Zoom Targeting Sales Tech?
In recent years, Zoom has expanded its presence in the contact center, collaborations, and conversational AI markets.
That spiking enterprise business has ensured that the video conferencing pioneer has kept growing its revenues, despite the post-pandemic decline in its consumer business.
The ZRA is a key part of its enterprise portfolio, although it often seems to fly under the radar, especially with the increasing prevalence of analytics solutions.
However, Zoom is doubling down on ZRA by introducing another solution for sellers, the Auto Dialer.
Why? First, as Zeus Kerravala, Principal Analyst at ZK Research, told CX Today: “Businesses spend a significant amount of time and money trying to improve the sales process because the payoff is huge. Zoom’s focus on sales can act as a door opener into new accounts.”
Yet, the move also seems strategic. Zoom isn’t explicitly upgrading existing sales tech. Instead, it’s rethinking how sales and other employees fundamentally work. Kerravala continued:
Zoom is working to not just disrupt communications but disrupt work.
“My research shows that people spend 40 percent of their time managing work, so solving for this can pay big dividends.
“The Zoom Auto Dialer embedded in ZRA can save sales professionals hours versus using multiple tools,” he concluded.
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