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If you want to make outbound contact using Zoom Contact Center, you might be wondering what technical considerations it’s worth keeping in mind, whether Zoom comes out of the box with the feature set you need, and how you can effectively integrate more advanced outbound functionality if required.

In this guide, we’ve explained what you need to consider to make efficient, compliant outbound contact at scale using Zoom, and how to deploy a solution that meets your team’s needs.

Defining your outbound objectives

The first step to begin making outbound contact using Zoom is to define and plan the functionality you need, and what you want to achieve.

Depending on the type of organization you are, the industry you operate in, and the types of calls that you make, there might be different required capabilities and business objectives that you’ll want to keep in mind.

For most contactSPACE customers, outbound objectives often center around the following topics:

• Compliance – ensuring that contact is made in keeping with legislation such as the Telephone Consumer Protection Act (TCPA), and other regulations that apply to your business.
• Data orchestration – making the most of your customer data – using it to make the right contact at the right moment, and deliver a better customer experience and better dialing performance.
• Dialing efficiency – using predictive calling or other auto dialing modes, as well as strategies such as caller ID rotation, to make more efficient contact, minimize dead time, and maximize contact rates.
• Integration with contact center tech – in order to improve the agent experience and workflow efficiency, most teams look to create a native integration, with outbound dialing sitting inside the regular Zoom UI, and interacting seamlessly with inbound workflows.
• Fast deployment – building outbound functionality from scratch can be costly, complex, and time-consuming. Ideally, you might want something that can be configured and deployed in days or weeks, and quickly customized as well if needed.

For example, as a large insurance business, you may want to use predictive dialing to quickly reach out to inbound leads from your website, while using preview or progressive dialing to maintain relationships with existing customers.

On outbound calls, you may need to ensure compliance with TCPA and other state-specific regulations in the regions you dial into. But agents need to manage inbound calls as well, so effective blending functionality is also a must-have for your business.

Zoom’s inbuilt outbound functionality

Zoom Contact Center comes out of the box with certain outbound functionality, which is generally designed for smaller teams making contact at relatively limited scale.

For example, preview and progressive auto dialing modes are available, including with answering machine detection, allowing you to move through a list of leads automatically. Click to call is also on offer to help with smaller lists of contacts, and agentless dialing allows you to leave a recorded message after a contact answers the phone.

Lists can be ordered based on last in first out (LIFO) or first in first out (FIFO) logic, and campaigns can be scheduled for certain times of day, or set to run continuously.

Outbound calling settings can be configured inside the Zoom admin UI, with many of these functions requiring a Premium or Elite level subscription to Zoom Contact Center.

However, there are further types of outbound functionality you might like to integrate into your Zoom stack to maximize dialing efficiency and contact rates, and make it easier to ensure calling compliance – especially as a larger contact center team.

How to deploy enhanced outbound functionality in Zoom Contact Center

The easiest way to enhance Zoom Contact Center to begin making outbound contact at scale is to deploy 4zoom.

4zoom is a plugin that brings proven contactSPACE outbound functionality natively into Zoom Contact Center, giving you access to enterprise-grade technology you need to make efficient, compliant outbound contact.

The solution has everything you need to make quality outbound contact at scale, allowing you to deploy faster, while maintaining a native Zoom user experience.

For example, 4zoom comes with powerful auto dialing modes, including predictive dialing, allowing you to make efficient contact – as well as compliance controls to help manage your obligations under TCPA rules, Ofcom guidelines, and other regulations.

Plus, 4zoom includes powerful data orchestration functionality, helping you make the right contact at the right moment, and deliver better outbound performance across your contact center team.

Deploying contactSPACE 4zoom

Bringing proven contactSPACE outbound functionality into your ZCC environment is a simple plug-and-play process.

First, purchase access to contactSPACE, which can be done through Zoom, ensuring simple admin and billing – and keeping your contact center tech stack on a single invoice with a single vendor. You can add contactSPACE to your environment through the Zoom Marketplace.

Once you have access, log into your contactSPACE account, and connect your instance to Zoom in the settings tab. This will launch an authentication prompt inside Zoom to connect the two solutions.

At this point, contactSPACE and Zoom Contact Center act as one, with full synchronization, and dialing occurring natively inside the Zoom interface.

Once 4zoom is connected, new settings become available in Zoom Contact Center for outbound configuration, such as assigning agents to the outbound queue, and defining dispositions (interaction outcomes) for outbound calls.

Once live, agents can handle inbound and outbound workflows inside the native Zoom Contact Center UI, scheduling call-backs and dispositioning calls with ease.

Skills-based routing is also available out of the box, allowing you to ensure the right agent or team is assigned to each individual interaction.

Contact strategy can also be easily controlled by admins and team leaders, allowing you to ensure you make the right call at the right moment, focus on your most valuable data, and maximize contact and conversion rates.

For example, you can deploy CLID rotation strategies, intelligently changing the displayed phone number to increase the likelihood of each call being answered.

You can also use call time optimization to reach people at the times of day they are most likely to answer the phone, and employ different data prioritization modes to reach your most important leads first.

For teams looking for a more customized end-product, 4zoom is fully configurable and can be used to build custom solutions using the Zoom Flow Editor and contactSPACE APIs – for example allowing you to create seamless synchronization with your CRM and other business data stores.

To learn more about contactSPACE 4zoom, visit the product page, or contact us to schedule a demo today.