Use voice channel in Zoho Desk by integrating with Twilio extension for Zoho Desk

Customer engagement is the key for customer success. The faster your support teams respond to the customers, the more will be the customer satisfaction. Although various channels are available for customer interaction, voice service is an inherently personal medium that enables you to communicate directly with your customers and share specific information about requests or issues.

The Twilio extension for Zoho Desk lets you embed call support into your Desk platform. Twilio is a cloud-based communication software that helps you make voice calls to your customers right from your Zoho Desk. The extension manages your organization's incoming and outgoing calls all from within Zoho Desk. All you need to do to enable phone channel is adding your Twilio phone number, configure routing, and add automated messages.

By integrating Twilio extension with Zoho Desk, you will benefit from the following:

Receive and make calls from within your browser with caller ID information.
Set up a phone tree menu (or IVR) to segment and route calls to the most appropriate agent.
Setup phone tree menu (or IVR) to segment and route calls to the most appropriate agent.
Track and audit all voice processes by recording conversations.

You can install the extension from Zoho Marketplace. For details about setup and installation, refer to our help doc.

Kindly share your feedback and questions by commenting below.

For more similar extensions, you can explore Zoho Marketplace.

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