Contact center

Integrated Cloud Contact Center

An intuitive, insight-driven, personalized cloud contact center solution designed for today's hybrid workforce that enables agents to work smarter, faster, and more collaboratively by leveraging seamless integrations with CRM, Desk, Bigin, ManageEngine ServiceDesk Plus to deliver optimal customer success.

  • What you get
  • Contact centre types
  • Pricing
  • Features
  • FAQs

Bringing the power of cloud innovation to your communication platform

  • Advanced call routing
  • Seamless integrations
  • Mobile contact center solution
  • Two-way SMS services
  • Holistic reporting and analytics
  • Improved flexibility and scalability
  • Assured call quality
  • Round-the-clock availability
  • Regulatory compliance
Customer Commucation Platform
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Advanced call routing

Route incoming calls to the right department by configuring IVRs with predefined rules. Promptly assist VIP customers by having them dial a number that is assigned to a specific set of agents, managers, or executives. Define your business hours and holidays, and allow your callers to leave voicemails during off-duty hours. Reduce the number of missed calls and improve the overall customer experience.

Live call monitoring

Listen to live calls, talk to agents without the caller hearing, or jump into a live call to start a three-way conversation. Ensure quality sales and support assistance by monitoring calls and training agents in real time. Record your calls and analyze them later to further enhance the quality of your services.

Seamless integrations

Integrate your virtual contact center system with Zoho CRM and Zoho Desk to streamline your communications. Manage calls directly from CRM and Desk with handy features, such as click-to-call, call pop-ups, and call notes. View relevant caller information from screen pop-ups and quickly understand the context for all customer interactions.

Mobile contact center solution

Take your contact center service wherever you go so you can provide timely support on the move. Manage calls using just your mobile phone and an internet connection. Zoho Voice’s mobile app is available for both iOS and Android platforms.

Two-way SMS services

Send and receive SMS with voice and SMS-enabled local numbers. Strike up a quick conversation with your customers or effortlessly track the conversations of your agents. Make yourself easily reachable to build a consistent and pleasant customer experience.

Holistic reporting and analytics

Dive deep into your call data from the dashboard and get a macro view of outgoing, received, and missed calls. Easily look up and analyze completed calls by filtering the call logs based on date, agent, department, queues, and numbers so you can manage your workforce efficiently. Track performance with queue analytics and customer feedback ratings.

Improved flexibility and scalability

Route incoming calls to the right department by configuring IVRs with predefined rules. Promptly assist VIP customers by having them dial a number that is assigned to a specific set of agents, managers, or executives. Define your business hours and holidays, and allow your callers to leave voicemails during off-duty hours. Reduce the number of missed calls and improve the overall customer experience.

Assured call quality

Zoho Voice ensures high quality calls with the help of WebRTC TURN servers. These servers are installed in multiple locations across the globe to relay call traffic. By bringing the communication infrastructure close to you and completely encrypting your calls with Secure Real-time Transport Protocol (SRTP), we guarantee safe and efficient transmission of call traffic.

Round-the-clock availability

With robust disaster recovery and business continuity programs in place, Zoho ensures high availability and smooth operations with minimal or no loss of time, even if one data center fails. You can check service availability, performance metrics, and incident history on the service status page.

Regulatory compliance

Stay compliant with all contact center regulations such as consensual call recording and encrypted storage of health data. We ensure the confidentiality, integrity, and availability of your data by maintaining compliance with standards and regulations like ISO, GDPR, and HIPAA.

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The contact center software for growing businesses

Inbound contact center - Support teams

Enable just inbound services and effectively manage all incoming calls using IVRs, call queues, voicemails, Zoho Desk integration, and much more. Provide reactive support and sales assistance for customers and prospects who initiate interactions.

Outbound contact center — Sales teams

Activate just outbound services and allow sales and marketing teams to initiate interactions or campaigns that proactively hunt for leads or prospects. Reach out to more leads in less time with the power dialer, Zoho CRM integration, and other great features.

Blended contact center — Hybrid teams

Provide both inbound and outbound contact center services with Zoho Voice’s blended contact center by enabling both incoming and outgoing services. Increase agent versatility and productivity by granting them access to all the advanced contact center features.

Contact centre types

Simple, affordable pricing

$74/user/month*

  • Zoho Voice’s Contact Center includes all premium contact center features.
  • Each licensed user gets a free phone number and 3000 minutes of free calls**.
See full plan details

* Billed yearly. Call charges applicable after free mins.

**1 US, Canada, UK, or Australia local number.

Explore our popular features

  • Virtual phone numbers
  • Interactive Voice Response (IVR)
  • Call queues
  • Queue performance
  • Call listening, whispering, and barging
  • Call transfer
  • Voicemails and call back
  • Power dialer
  • Post-interaction CSAT rating
  • Call disposition
  • Call notes
  • Call analytics
See all Zoho Voice features

Virtual phone numbers

Get personal, local, and toll-free numbers from 100+ countries. Allow your customers to call you at standard local rates or free of cost.

Interactive Voice Response (IVR)

Configure multilevel IVR trees to help your callers reach the right team or agent. Welcome your callers with custom messages by setting up a text-to-speech recording or uploading an audio file.

Call queues

Organize your agents into teams and easily route calls to the relevant group. Choose whether they’ll receive calls simultaneously or in sequential order.

Queue performance

Closely monitor the performance of various agent teams by tracking special KPIs, such as average call duration, maximum waiting time, and longest call.

Call listening, whispering, and barging

Quietly tune in to calls and monitor them in real time. Interact with your agents behind the scenes, or intervene on live calls to ensure call quality and elevate customer satisfaction.

Call transfer

Transfer a call to another agent or queue if you need help handling a caller’s request or if the caller wants to reach out to a different agent. Merge the calls to enable three-way interactions.

Voicemails and call back

Allow your customers to leave a voicemail when you’re unavailable to pick their calls. Reach out to them swiftly with easy call back capabilities.

Power dialer

Automate your outbound calls with outbound campaigns and improve agent productivity by refining the wait time between calls to leads and prospects.

Post-interaction CSAT rating

Measure customer satisfaction by allowing callers to rate the quality of service offered by your agents.

Call disposition

Easily identify call outcomes and categorize them accordingly. Track the call trends to identify areas for improvement.

Call notes

Record the key points of your conversations during a live call and easily access them later for regular follow-ups.

Call analytics

Make data-driven decisions with KPIs to measure productivity, detect any gaps in your customer interactions, and improve efficiency.

Downloads

Mobile Apps

A virtual contact center solution with everything you need.

15-day free trial

Frequently asked questions

  • What is a contact center?

    A contact center acts as a primary contact point for businesses, and it provides customers and prospects with access to information, expertise, and resources in real time through multiple communication channels. A cloud-based contact center software like Zoho Voice allows you to manage customer communication from anywhere and on any device through the internet.

  • What is a virtual contact center?

    A virtual contact center is a cloud-based contact center software that enables your business to connect with prospects and customers through multiple communication channels. Virtual contact centers are used by teams that handle sales, technical support, and customer service.

  • What are the benefits of a virtual contact center?

    Unlike traditional call centers, a virtual contact center can serve customers from a physically-dispersed yet centralized and integrated setting. You can monitor and manage a remote workforce from one platform. A virtual contact center can also help you expand your business hours and function across multiple time zones.

  • Do I need any special telephony equipment to set up a virtual contact center?

    No, you can access the contact center application using the internet from a PC, laptop, or mobile phone. A virtual contact center is an effective solution that can function with minimal capital expenditures and operating expenses, as your contact center provider takes care of maintenance efforts. For example, when using Zoho Voice, Zoho itself attends to this upkeep.

  • What is the difference between a contact center and a call center?

    A contact center uses multiple digital communication channels along with advanced analytics for customer interactions, whereas a call center is a specialized establishment dedicated to telephone-based communication.

  • What channels are supported in the Zoho Voice contact center?

    Zoho Voice currently supports phone calls and two-way SMS, and it will soon support instant messaging.

  • How can I monitor remote employees through Zoho Voice?

    Zoho Voice allows you to directly supervise your remote agents with features like agent status, live call monitoring, call barging, call whispering, and three-way conferencing.

    With these features, you can intervene in real time, silently monitor calls, guide your agents behind the scenes, and participate in the conversation with both the agent and the customer.

    Zoho Voice measures KPIs of every call queue so you can assess the performance of each of your remote teams.

  • Can I use the Zoho Voice contact center with my personal email address?

    No, you cannot use Zoho Voice with your personal email address. Email addresses that are not official business addresses, like Gmail and Yahoo, are blocked by default to avoid spam calls. Please use your professional email address to create an account.

  • Can I personalize IVR and welcome message audio?

    Yes, Zoho Voice allows you to personalize IVR and welcome message audio. This feature is available in all plans within the Enterprise Telephony edition.