We were very excited about it at first - it automatically looks for the phone number in leads/contacts, we can take notes, schedule follow up, etc really easily.
However there are some things I've noticed that have made it a little kinky for us to use:
- I answer the call - i'm usually on the line less than 30 seconds and then I transfer or "call park" it to/for another agent to answer
- Zoho will log my super short call (RingCentral usually doesn't) to me, and then a seperate call to whomever its transferred to. However the same 16 second recording which was just me answering showed up in Zoho on both my call and the agent's call THIS IS VERY UNHELPFUL
(where as ringcentral only has the recording for the agent's longer call)
- out going calls don't have a recording in zoho, so when the agent "dials out" to a parked call there is no recording in zoho
- Sometimes Zoho shows a call recording with a length of 0:00 and nothing plays - is this just a place holder or what?
- Calling out through Zoho makes it look like an incoming call on RingCentral's call log (we save our daily call log as a CYA - no you did or didn't call me kind of thing - so having calls looking like incoming when they are actually outgoing is not real helpful
- I can't attach incoming call to custom modules - only to a lead/contact