Introducing Built-In Telephony in Zoho CRM

Dear All,

Greetings!

We are excited to introduce the bespoke "Built-In Telephony" in Zoho CRM.

Built-in telephony is designed to allow organizations to build their own telephony framework, manage subscriptions and payments, generate call reports, and record calls directly from CRM without any third-party dependencies.

Where do I start?

Built-In telephony in Zoho CRM is powered by Twilio's telecommunication infrastructure. All you have to do is to,

Buy a number - Local, Mobile, or Toll-free.
Configure incoming call routing preferences - Route calls directly to CRM user(s) or via IVR menus.
Configure outgoing call user preferences - Determine who can make outgoing calls and from which number. In case multiple numbers are purchased, user preferences can be set.

What are the additional features?

Apart from making and receiving calls, Built-in telephony allows:

Call Queuing: Manage and queue up to 25 incoming calls when CRM users are busy.

Call Recording: Evaluate the quality of the correspondence for both incoming and outgoing calls and manage the recording storage in addition.

Extracting Call Reports: Examine the usage by viewing call history and downloading the call reports, and play the recorded calls.
Making Auto Recharge: Enable auto recharge when the credits reach the minimum balance limit.
Assign Caller ID: Assign a dedicated phone number as caller ID such that the outgoing calls from a department will display assigned number even though the calls are made from different phone numbers.

Free call recording storage and purchase of additional storage

Zoho offers 1,000 minutes of free call recordings storage for an organization.These recordings are stored in Zoho File Storage and if the limits are exceeded, new recordings will not be stored. However, you can upgrade the storage space for additional monthly charges.

How will I be charged?

In built-in telephony, the call activities are charged as credits and 1 Credit equals to 1 USD. These credits are collectively managed in a wallet managed by built-in telephony and can be utilized for :

Number purchase and maintenance
Call Usage
Buying additional recording storage

Click here to learn more about inbuilt voice pricing.

That is built-in telephony in Zoho CRM for you!

We have released this feature for all users in paid version from Standard to Ultimate editions.

With regards to DCs, we have opened to all users in US, IN, AU, EU, and JPN

For more information, kindly refer to our help docs

Working with Built-in Telephony

Configuring built-in telephony in Zoho CRM

Using Built-In Telephony

Thanks and have a good one!

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Sticky Posts
Focus Group Webinar - Streamline Record Creation with Wizards
Hi there, With all the time your users spend on record creation, do you feel like they have the most seamless experience while doing it? For different types of records or those with a LOT of fields, do your users spend time navigating to enter data repeatedly?
Notes and Attachments visibility can now be restricted based on profiles
Dear All, We hope you're well! We are here with a quick update about Notes and Attachments profile permissions. In the past, a record's Notes and Attachments were visible by default to all users with record access. However, as notes and attachments can
Identify and prioritize profitable deals: Zoho CRM Forecasts help users focus on revenue-driving opportunities
Post moderated on: 7th November: Release update: This feature is now available for users in all DCs. Dear Customers, We hope you're well! At any given time, a sales rep handles multiple deals, each progressing at its own pace. But not all deals will succeed—some
Gain control over record sharing with portal users through our new enhancement: criteria-based data exposure
Dear Customers, We hope you're well! Portals is a self-service avenue through which your clients can access and manage their direct and related data in Zoho CRM. This empowers them to be more independent and enables them to experience a sense of transparency
Context and convenience just got better with Zia's email intelligence
Dear Customers, We hope you're well! We are in 2024, and email as a tool is only getting more powerful each day. While it enables seamless daily correspondences, we are here with a set of abilities that will enhance your user experience and save several