Telephony | Online Help - Zoho CRM

Telephony - An Introduction

The time and effort that you put into choosing and setting up a phone system for your business is always worth it. The goal is to give your customers an easy way to get in touch with you and provide the best services to answer their questions and address their concerns. A good PBX system is also a great help to your sales reps.

PBX stands for Private Branch Exchange, a private telephone network which allows an organization to make internal and external calls. Standard PBX systems have more functions that suit businesses and are the most commonly used systems in organizations.

Most of a sales executive's day is spent on follow up calls, reminder calls, cold calls, negotiation calls, and so on. What helps them make these calls is a good phone system, ease of access to key details before the call, flexible reminders to avoid missing out on important calls, and a convenient way to jot down their observations and notes about the call. The Telephony feature is a convenient way to address all these requirements.

Conventional PBX systems involve a phone device installed in the company premises. However, modern PBX systems have moved on to cloud-based services, which removes the need for expensive equipment.

The Telephony feature connects the PBX system with the Zoho CRM system that stores all the important details about your leads and customers. With this feature, Zoho CRM offers you a platform to manage incoming and outgoing calls. It also reminds you of scheduled calls and identifies the caller and matches the details with the customer's record in Zoho CRM.

What You Can Do With Telephony
  • Manage outbound and inbound calls from Zoho CRM
  • Take a quick glance at the purchase history, notes, email conversations, etc. of the caller
  • Get reminders for your outbound calls
  • Dial calls with a single click
  • Check out the calls that you missed while you were away
  • Add a call description during the call
Permission Required
Users with the Administrative profile can access this feature.

Supported Telephony Systems
Hosted PBX (also known as cloud-based PBX) systems, where the telephony services are facilitated by a provider through the internet, have the following advantages: 
  • Know who your caller is and be ready with the right information before the call.
  • Never miss calls as a call missed could be a customer lost to your business. Set up reminders for calls so that you do not miss the opportunity to call the customer.
  • Jot down a call description during or after the call and so you don't have to remember all the details after the call.
  • Get a quick glance at key details in the business card view before you answer a call from a customer. 
  • Lower initial equipment cost and setup cost.
  • Low service and maintenance cost.
  • Easy to add extra lines and extensions. 
View the list of PBX systems you can integrate with CRM, here.


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