Zoho CRM for Call Centers

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Zoho PhoneBridge lets you integrate your call center solution with Zoho CRM, and manage your telemarketing activities during every stage of your business, from lead nurture, to sales follow up and post-sales customer service.

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  • Zoho Phonebridge is a very cool add-in for Zoho. If you have an Avaya or Asterisk-based on-premise install, it's a no-brainer. If you're looking for a Hosted-PBX solution that pre-integrates out of the box with Zoho CRM, please check out Ringio as well - http://www.ringio.com/virtual-pbx-system/apis-integrations/zoho-crm-plugin/
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Zoho CRM for Call Centers

  1. 1. Zoho CRM for Call Centers (PhoneBridge) Gopal, Zoho Corp.
  2. 2. Key Features <ul><li>Manage PhoneBridge Groups for multiple PBXs </li></ul><ul><li>Make Phone Calls to Leads or Contacts </li></ul><ul><li>Log Outgoing Call Details for Leads or Contacts </li></ul><ul><li>Receive Phone Calls from Leads or Contacts </li></ul><ul><li>Log Incoming Call Details for Leads or Contacts </li></ul><ul><li>Manage Call Reports </li></ul>
  3. 3. PhoneBridge Scenarios <ul><li>Telemarketing & Telesales </li></ul><ul><li>Customer Care & Help Desk </li></ul><ul><li>Customer Satisfaction Survey </li></ul><ul><li>Tele-Services for Air Tickets, Taxi bookings, Bills payment, etc. </li></ul><ul><li>Tele-shopping </li></ul><ul><li>More… </li></ul>
  4. 4. Supported PBX Systems
  5. 5. PhoneBridge Workflow
  6. 6. User Role: Zoho CRM Administrator
  7. 7. Activate PhoneBridge License to Users
  8. 8. Manage PhoneBridge Groups Next step is to request PhoneBridge Owner to generate API Key
  9. 9. User Role: PhoneBridge Group Owner
  10. 10. Generate CRM Auth Key Next step is to send Auth Key to PBX Administrator
  11. 11. User Role: PBX Administrator
  12. 12. Download PBX Adapter from Zoho Version 1.4 Version 2.6 Version 1.6
  13. 13. Install and Start PhoneBridge Adapter <ul><li>Read License Agreement </li></ul><ul><li>Configure CRM Auth Key </li></ul><ul><li>Configure PBX Details </li></ul><ul><li>Start PhoneBridge Adapter as a Service </li></ul>
  14. 14. User Role: Zoho CRM Business User
  15. 15. Make a Phone Call to Lead or Contact
  16. 16. Log Outgoing Call Details
  17. 17. Receive a Call from Lead or Contact
  18. 18. Log Incoming Call Details
  19. 19. Manage Call Log Reports
  20. 20. For more information, please refer: www.zoho.com/crm © 2011, ZOHO Corp . ZOHO Corporation, 4900 Hopyard Rd, Suite 310, Pleasanton, CA 94588, USA

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