In the age of email, chatbots, and instant messaging, one might think phone calls are outdated. Yet the opposite is true: the human voice remains one of the most trusted channels for customer connection. Deals are still closed over a call. Complex issues are still solved faster with a conversation.
Traditional telephony has always been disconnected from modern business systems. Reps dial numbers manually, notes get scribbled on sticky pads, and managers are left with little insight into call performance.
A sales rep forgets to follow up after a call because it wasn’t logged.
Support agents get overwhelmed because calls aren’t routed properly.
Managers can’t see how many calls were missed during peak hours.
These aren’t just inefficiencies. They translate into lost revenue, poor customer experience, and missed opportunities. Zoho Voice addresses them head-on by embedding telephony into your CRM and workflows.
No more copy-pasting numbers. Click directly from CRM records to initiate a call.
Every call — incoming or outgoing — is automatically logged. Details like duration, time, and even recordings are tied to the contact record.
Set up interactive voice menus so customers reach the right department without bouncing between agents.
Distribute calls evenly across teams. Define rules for peak times, ensuring no lead or customer is left waiting.
Track call volume, average wait times, missed calls, and agent performance. Telephony becomes measurable, not guesswork.
Configure IVR menus clearly — simple options reduce customer frustration.
Use analytics regularly to optimize staffing and reduce missed calls.
Train teams to log notes after calls for richer CRM records.
Combine Voice with CRM workflows (e.g., trigger follow-up tasks after calls).
Zoho Voice isn’t just about making calls. It’s about making telephony part of the digital business system. With click-to-call, logging, and analytics, every conversation becomes a data point that drives better decisions.