babelforce Integration with Zoho Desk
babelforce integration with Zoho Desk helps you answer all your customer support calls right inside your help desk. You can view the caller information while you receive calls from your babelforce number to deliver context-aware customer service.
Benefits of babelforce Integration
With babelforce integration, you take advantage of a no-code, straightforward, and scalable cloud calling infrastructure with the following benefits:
- View details of the Zoho Desk contact when you receive an incoming call via babelforce
- Make outbound calls to your customers from inside Zoho Desk
- Add a new contact for calls received from unknown callers
- Calls made or received via babelforce are automatically logged when you associate them with tickets
- All unanswered or missed calls are automatically created as tickets
- Create multiple levels of IVR call flows for targeted routing
- Configure conditional and skills-based routing of incoming calls to your agents
- Extract data to your warehouse for Business Intelligence
- Add PCI compliant handling of call recordings
- Use your own data storage, e.g. for regulatory or compliance reasons
Note:
- babelforce integration is available only in the Professional and Enterprise editions of Zoho Desk.
- For this integration to work, you must have a babelforce account.
- Only an administrator of a Zoho Desk account can enable the babelforce integration.
Setting up babelforce Integration
To set up babelforce integration, you must:
- Enable babelforce Integration.
- Integrate your Zoho Desk account.
- Sync Zoho Desk agents with babelforce.
- Add telephone number for the synced agents.
- Authenticate click-to-call integration (for outbound calls).
STEP 1: Enabling babelforce Integration
To begin with, you must enable the babelforce integration in Zoho Desk.
To enable babelforce integration:
- Click the Setup icon (
) > Channels > Phone.
- In the Telephony List page, click babelforce.
- Click Enable on the babelforce page.
The babelforce login page will open in a new browser tab.
STEP 2: Integrating your Zoho Desk Account
You must integrate your Zoho Desk account with babelforce to sync the agent information.
To integrate your account:
- Log in to your babelforce account on the browser tab.
- Enter the Label name and click Save. The label helps you to identify the integration in babelforce.
- On the following screen, click Integrate Zoho Desk.
- Select the Zoho Desk Portal you want to integrate and click Submit.
Note that you will see this only when you have access to more than one portal. - Click Accept. This allows babelforce to access your Zoho Desk data.
You have now enabled the babelforce integration for your Zoho Desk. Also, a list of the agents in your Zoho Desk account will be displayed.
STEP 3: Synchronizing Zoho Desk agents
Now, you must sync the agents who will be answering calls, using babelforce. Please note that only the synced agents will be able to make and receive calls.
To synchronize agents:
- Select the agents who will be answering calls in your Zoho Desk.
- Click Synchronize.
STEP 4: Adding Telephone Number
You must now add the phone numbers of the agents you have synced in babelforce. You can provide either a desk phone or a mobile phone number.
To add a number:
- Click Agents under the Routing and Queuing menu.
- Click empty corresponding to the agent you want to add a number.
- Enter the phone number of the agent.
- Click the Tick icon to save the number.
You can repeat the above steps for other agents.
Also, remember to click the Busy tag corresponding to agents to make them available for receiving calls.
STEP 5: Authenticating Click-to-Call
You must authenticate the click-to-call integration to make outbound calls from Zoho Desk.
To enable click-to-call integration:
- Click the Setup icon (
- In the Setup Landing page, click Phone under Channels.
- Click the babelforce widget.
- Click Authenticate Click-to-Call on the babelforce page.
- Click Authorize on the permissions window.
You are now ready to make outbound calls from Zoho Desk.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Amazon Connect Integration With Zoho Desk
Amazon Connect integration with Zoho Desk helps you answer all your customer support calls right inside your help desk. You can view the caller information while receiving calls from your Amazon Connect number to deliver context-aware customer ...RingCentral Integration With Zoho Desk
Unlike the regular on-premise systems, RingCentral is a Cloud phone system. It helps you to know the help desk related information about your caller and also make calls to your contacts inside help desk. Once you integrate RingCentral with Zoho Desk, ...Twilio Integration With Zoho Desk
Twilio is a cloud-enabled or hosted PBX platform which makes it incredibly easy for you to use the voice channel with your web apps. By integrating Twilio with Zoho Desk, you can organize your organization's incoming and outgoing calls from within ...Hosted PBX Vendors in Zoho Desk
Connect your PBX (Private Branch Exchange) systems with Zoho Desk and execute inbound and outbound calls right within your help desk account. The cloud-enabled or hosted PBX platform makes it incredibly easy for you to use the voice channel while ...Calling Customers Using Zoho PhoneBridge
A major part of an agent's day is spent on managing outbound and inbound support calls. What helps them in making these calls is a good phone system and ease of access to the essential details before the call. The Zoho PhoneBridge feature connects ...
New to Zoho LandingPage?
Zoho LandingPage Resources