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*Available only in US, EU, and IN Data Centers
Integrated Cloud Contact Center
An intuitive, insight-driven, personalized customer service software designed for today's hybrid workforce that enables agents to work smarter, faster, and more collaboratively by leveraging seamless integrations with Zoho CRM, Desk, Recruit, Bigin, and ManageEngine ServiceDesk Plus to deliver optimal customer success.
- What we offer
- Types
- Features
- pricing
Bringing the power of cloud to your communication platform
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.
Enhanced Call experience
Reduce the number of missed calls and improve the overall customer experience. Route incoming calls to the right department with Multi-level IVR. Promptly assist VIP customers to connect with a specific set of agents, managers, or executives using direct extension numbers.
Live call monitoring
Listen to live calls, talk to agents without the caller hearing, or jump in 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 measure your agents’ performance.
Advanced reporting and analytics
Dive deep into your call data from the contact center dashboard and get a unified 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.
Seamless integrations
Integrate your contact center software 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.
Power Dialer
Supercharge your outbound call campaigns with Zoho Voice's Power Dialer. Say goodbye to manual dialing and hello to enhanced productivity with automated calls, allowing your team to effortlessly connect with more customers. Experience seamless communication to reach your targets, revolutionizing your communication strategy for unparalleled success.
Flexible and Scalable
Bypass expensive telephony hardware. Manage calls from any device with the Zoho Voice web app, desktop app, mobile app, and ZDialer browser extension. Scale up your operations quickly and effortlessly based on demand. Take your virtual call center global.
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.
The contact center solution for growing businesses
Explore our popular features
Instant Messaging
Improve business communication with user-friendly chat platforms such as WhatsApp and Telegram. Assign multiple agents to a single chat window, send media rich messages, and automate messaging using auto-response and canned messages.
BYOC
Access Zoho Voice capabilities while using your existing number and your competitively priced carrier. No need for number porting or purchase numbers. Configure BYOC explore Zoho Voice with your existing numbers.
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.
Workflow Automation
Deluge integration allows you to connect Zoho Voice with both Zoho and non-Zoho applications such as Slack, HubSpot, Mailchimp, and Google services, to name a few. Automate business processes to enhance cross-functional collaboration.
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 analytics
Make data-driven decisions with KPIs to measure productivity, detect any gaps in your customer interactions, and improve efficiency.
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 metrics
Closely monitor the performance of various agent teams in your contact center by tracking special KPIs, such as average call duration, maximum waiting time, and longest call.
Call monitoring
Quietly tune in to your agents’ calls and monitor them in real time. Interact with them behind the scenes, or intervene on live calls to ensure call quality and boost 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.
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.
Simple affordable pricing
See full plan detailsFrequently 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?
What are the benefits of a virtual contact center?
Do I need any special telephony equipment to set up a virtual contact center?
What is the difference between a contact center and a call center?
What channels are supported in the Zoho Voice contact center?
How can I monitor remote employees through Zoho Voice?
Can I use the Zoho Voice contact center with my personal email address?
Can I personalize IVR and welcome message audio?