Introduction
The Xelion Telephony Integration for Zoho can be installed via the Marketplace of Xelion and the Marketplace of Zoho.
Administrators or Superusers of the customers' Zoho CRM can install the connector for their organization.
Users within the organization can activate the connector for their own usage.
The whole installation process is a ‘click and run’ installation.
Features
Outgoing calls:
Click to dial functionality
Agents can enable outgoing calls via the telephone number in the Zoho application represented as phone links. The enabled call will be presented to the phone device the agent is using; a softphone, a desk telephone or a mobile phone with Xelion app.
When that call is answered by the agent, the outgoing call will be made.
Outgoing calls enabled by the agent's phone will also be represented in Zoho.
When making an outgoing call, Zoho will give a pop-up where the agent can take notes and can end the telephone call if needed. Additionally, agents can end the call by hanging up on their phone device as well.
All outbound calls will be registered in the activity module of Zoho.
Incoming calls:
With incoming calls the following events are supported:
Incoming calls will enable a popup screen in Zoho where the agent can navigate to the customer's record or a related sales opportunity.
Missed incoming calls will be logged as missed phone calls (An agent can be notified via reporting or via a workflow).
Incoming calla via a transfer will have the same options as a direct incoming call.
Planned outbound calls
In Zoho CRM agents can plan outbound calls. When the planned call is due, the agent will get a pop-up in it’s screen and can start the call.
Automation
Based on call events workflows can be activated for creating tasks, sending out notification emails to agents or to related contacts, enable webhooks or custom functions (custom functions are only supported Zoho CRM Enterprise, CRM Plus or Zoho One).
Reporting
All inbound calls and outbound calls will be logged with the related lead or contact in Zoho CRM as well as with the agent.
In Zoho, all kinds of standard reports are available, users can define these reports themselves.
The call logs can also be exported for further reporting or can be synchronized with Zoho Analytics for reporting or dashboarding purposes.
Recorded calls / voicemails
When a call has been recorded, the link to the voice file will be available in the Zoho CRM call log. This way, a recorded file can be easily find and listened to without having to leave Zoho CRM.