PLEASANTON, Calif.--(BUSINESS WIRE)--Zoho today announced the integration of Zoho CRM, their award-winning customer relationship management system and Zoho Desk, their customer support software, with Amazon Connect, a cloud-based customer contact service offered by Amazon Web Services (AWS). Available immediately, the integrations streamline sales and support tasks to help businesses boost sales productivity, improve customer engagement, and create seamless communication experiences.
While making or receiving calls via Amazon Connect, salespeople and customer support agents can view information about the caller in Zoho CRM and Zoho Desk. The integration helps sales and support teams improve customer engagement while the ability to automatically log calls saves them after-call work, making them more productive.
“The integration of Zoho PhoneBridge and Amazon Connect helps us realize our goal of providing CRM and Desk users with context on their prospects and customers at the point of interaction,” said Sridhar Vembu, CEO of Zoho Corp. “With AI-powered features such as ‘Best Time to Call’ available through this integration, we think businesses are going to see dramatic benefits in how agents handle sales or support calls."
“Amazon Connect empowers enterprises to deliver better customer service while benefiting from the ease of use and setup, scalability and flexibility that the AWS Cloud provides,” said Pasquale DeMaio, Principal Product Manager, Amazon Connect. “When combined with innovative technologies such as Zoho CRM and Zoho Desk, Amazon Connect delivers the real-time engagement tools businesses need to have more meaningful and effective interactions with their customers.”
Inside the Integration
The integration of Amazon Connect with Zoho CRM and Zoho Desk offers sales and support teams the following features:
Contextual customer information— When calls come into the sales and support teams, contextual information about the callers appears in Zoho Desk and Zoho CRM. This information provides salespeople and support agents with context, making them better prepared to handle calls. Salespeople can save first-time callers as leads or contacts in Zoho CRM, and add follow-up actions. Support agents, on the other hand, can add first-time callers as contacts in Zoho Desk and add notes.
Click-to-dial — Users can call leads and customers with a single click from within Zoho CRM or Zoho Desk. They do not have to juggle multiple screens, and have more time to make or receive calls.
Automatic call logging — All the call activities and details get logged automatically inside Zoho CRM and Zoho Desk. Call analytics can be run anytime via reports in Zoho CRM. Customer support agents using Zoho Desk can associate calls with an existing ticket or create a new one in case there are no existing ones.
Zoho is among the first AWS Partner Network (APN) Partners to provide support for Amazon Connect. These integrations were built using Zoho PhoneBridge Platform. Zoho PhoneBridge Platform accelerates the development and deployment of solutions that integrate cloud PBX and call center management applications across Zoho products. Vendors can easily and quickly create their own integrations using the platform, by visiting: https://www.zoho.com/phonebridge/
Pricing and Availability
The integration for Amazon Connect is free and available immediately to all paid users of Zoho CRM and Zoho Desk. https://www.zoho.com/amazon-connect
About Zoho
Zoho is THE operating system for business - a single cloud platform with all the necessary applications to run a business entirely from the cloud. Businesses can acquire and manage customers using Zoho's marketing, sales and customer support applications - Campaigns, CRM and Desk - and can then empower employees to create, store and distribute content on the cloud with Zoho's productivity and collaboration applications - Office, Mail and Docs. Additionally, businesses can run their own operations on Zoho's finance and human resources applications - Books, People and Recruit.
More than 25 million users around the world across hundreds of thousands of companies rely on Zoho every day to run their businesses - including Zoho itself. A business can choose to run the entire Zoho suite or just a single application. Zoho applications are available directly through zoho.com, or through an ecosystem of hundreds of worldwide Zoho partners. Zoho is a division of Zoho Corp., a privately-held and consistently profitable company, with more than 4,000 employees. Zoho is headquartered in Pleasanton, CA with international headquarters in Chennai, India and offices in Austin, London, Yokohama, and Beijing. For more information, please visit http://www.zoho.com.
