Skip to main content

Direct click to call from Zoho CRM

Adding telephony to your Zoho CRM
Today most of the manufacturing companies have a CRM in order to capture the basic customer information and manage the customer life cycle. As we move ahead, to enhance customer experience and make conversation seamless, it is necessary to integrate telephony solution with CRM.
Recently we integrated calling solution for a manufacturing company using Zoho CRM. 
Background:
A 40 yr old company primarily manufacturing fertilizer and other agri products. They have published a number where farmers as well as distributors can directly call  All the conversation are manually updated in the CRM.
Problem-
  1. Lack of a telephony linkage with the CRM prevents the management from understanding what was the actual conversation which transpired between the Farmer & the agent. In the scenario that the agent changes historical records of the calls are lost along-with the context of the call.
  2. Lack of quality check of the calls being received – Since the information being disseminated over the call is very contextual related to the crops, whether which fertilizer to use or which disease to be controlled, its critical to give the right inputs.

Solution Offered – Company was using traditional landline for customer calling with no integration between the calling solution and the CRM. Ozonetel offered an integrated solution on the cloud linking up both these systems.
Key Benefits-
  1. Call directly from CRM-  With integrated cloud telephony solution, you can directly call via the CRM. By a simple click of the green button calls will be initiated.
C:\xampp\htdocs\OzonetelWebsite\Resources\img\Ozonetel-ZOHO_CRM2.png

  1. Call recoding – All calls get recorded, you can see call recording and detailed information.
  1. Call disposition details- After the call is over, you can write brief about call, which helps in customer follow up.
  2. Seamless communication -  In the window, you will the CRM as well as the Telephony solution, don’t have to toggle between different windows.
The solution is applicable to all manufacturing businesses wanting  to track customer conversation and have a quality conversation with the customers.
If you want to integrate communication solution with Zoho CRM, check at Zoho-website or Ozonetel-Website 

Popular posts from this blog

Cloud Telephony-History and state of the art

Well, its been 11 years since Twilio launched their voice API in November 2008. I would say that was a major turning point in the cloud telephony industry. Before that, for people to build telephony applications, you either had to depend on proprietary platforms like Avaya dialog designer or build on arcane technologies like VXML which again was supported at varying degrees by the incumbents. Enter Twilio with their voice API and the industry changed for the better. Since it's been almost 11 years now I thought now might be a good time to do a comprehensive review of the cloud telephony industry as a whole in general and in India in particular. The Beginning Twilio was undoubtedly the startup which ushered in the era of cloud telephony. They started in November 2008. At that time in India, we at Ozonetel had launched a hosted VXML platform. There were no takers. After all who coded in VXML :) So when Twilio launched and we saw them take off, we immediately realized tha...

Google business messages and chat agents-A match made in heaven

Google has launched Google business messages without much fanfare. It's just a small button that pops up when someone searches for your business on Google. But from the conversation industry perspective this is HUGE .   Do you know that the small call button drives millions of calls i n a year for pizza joints and other retailers in the US. Businesses spend more than a trillion dollars supporting billions of customer service calls each year. Now imagine how many chat conversations the "Message" button can drive.  Think of how customers interact with business. 1. Search on Google. 2. Click on web site link. 3. Web site shows chat pop up and tries to force the user to chat.(Annoying. I know :)) 4. User clicks on chat and starts conversing with a bot or an agent. This flow can now be completely changed. The new flow can be: 1. Search on Google. 2. User clicks on Message and starts conversing with a bot or an agent. What if you could design a customer experience that helps...

Telugu ASR speech data collection

Image Source: IIIT-H Developing an indigenous ASR for Indian languages has been a goal for us since a long time. In that regard we have been experimenting a lot, trying out various neural network architectures.  While doing these experiments we found that there was no good dataset for Indian languages. While discussing with IIIT professors we got to know that the government of India was also exploring options to generate a good dataset. We immediately offered our help and our platform for this endeavor. So, as a starting step we have come up with a few campaigns to encourage users to donate speech data. We wanted to make it fun, so our first few campaigns are along the lines of JAMs(Just a Minute speech topics) etc. A topic will be provided and you need to speak for a minute on that topic. We have started this campaign for college students to start with. Of course anyone can participate and contribute their data. The more the merrier :) We will adding a lot more innovative ways ut...