Skip to main content

Direct click to call from Zoho CRM

By C Chaitanya
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

Integrating Arborjs with Angular to create a live calls dashboard

By C Chaitanya
Arborjs  is a cool graph visualization library. Angular  is one of the best JavaScript frameworks and we have been using Angular in a lot of our front end development. When you handle millions of calls, proper visualization becomes very important. Without proper visualization, you can get lost in the mountains of data. So we spend a lot of time to come up with good visualizations to represent the data. Since we loved the cool way in which Arbor represented graph data, we could not wait to hook it up with Angular. Because of Angular's two way data binding, when you hook up Angularjs with Arbor.js you can get a dynamically updated visualization of graph data with cool animations. To give back to the community, we have put up the code online at Github . Basically we have created an Angularjs directive for Arborjs. Please feel free to fork the code and add extensions and use it for your own visualizations. The code is self explanatory with comments inline. Best way to ...
Read more

First Post

By C Chaitanya
In this blog, I will be talking about my experiences in trying to build a cloud telephony platform , KooKoo . Along the way I will also be talking about different design choices I made, good programming practices and the IVR domain in general. For technoratti: NNFJW8EW86C3
Read more

Cloud Telephony-History and state of the art

By C Chaitanya
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...
Read more