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Zoho Voice is an online business telephony and contact center solution for businesses of all sizes with key features to elevate your business operations. - Advanced Calling and Routing: IVR, Messaging, and Voicemail services. - Premium features: Power dialer, Call monitoring, and Queue performance metrics. - Granular Visibility to calls at both the team and agent levels via detailed Call Analytics and Dashboards. - Seamless Integrations with Zoho Apps for better customer interaction.
Provider
Zoho
Located In
United States
Foundation
1996
Open API
No
Deployment
Cloud, SaaS, Web-Based
Mobile Apps
Android, iOS
Training
Live Online, Videos, Webinars, Documentation
Support
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat, 24/7 (Live rep)
Sales and Marketing, Customer Support, Customer Engagement, Business Phone Calls, Tele-Marketing Agents, Call Centers, Contact Centers, Recruiters, Tele-Calling Agents
Content Source: Zoho Voice
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Zoho Voice Reviews
Pros
I have not had it for a super long duration but for now its seamless integration with Bigin is great and the pricing is good too.
Its been good so far and I am hoping this changes to great in the near future.
My overall experience with Zoho Voice has been very positive. It’s a robust tool that has greatly improved the efficiency of our customer service team by simplifying call management.
Overall experience is excellent. Easy to use, support is great, linking with crm is a huge bonus, and the way it's customizable.
Cons
There is lack of guidance on how to do 10DLC compliance certification correctly.
Additionally, the text messaging feature is limited to one-on-one messages, with no option for group texting, which would be beneficial.
Terrible system; terrible support; not ready for prime time. Good concept; very poor execution.
They will steal your money and your phone number and hold them and not refund your money.
"Zoho Voice good for SMB's who use the Zoho Eco system"
Overall: The best part is the support team who are always willing and dedicated and try to find work solutions.
Pros: All in one interface, control all your business office phone needs from one system. Ability to move between call logs, live calls, settings, stats and more quickly.
Cons: Call reliability is improving but still quiet frustrating on a few occasion's. Calls drop or go silent during conversation1 out of 20 times and it is tricky to work out who is at fault but this is something I did not experience when using Twilio directly on Zoho CRM (over 4 years). I have made a feature request to allow managers to log into the system and add notes and tags to calls (in the call log) for the purposes of training. For example to monitor a staff's call and flag and add ratings to calls so that this data can be reviewed later.
"Non-Sales Review of Zoho Voice"
Overall: Love the support we get in Zoho Voice! I find that we get a quicker and better response in Voice than we do in Desk. Kavi is great and responds to the majority of items we sent. I like the chat feature also, and wished Desk had that. I will say in the beginning we were hoping for some help in getting us set-up or to show us some best practice ideas. We tried the on-boarding calls in the beginning but they were with other clients and we didn't learn a whole lot. I think we'd use the system more, if we knew the things we don't know.
Pros: Liked that we could link it to Zoho Desk and that we could do the configuration in-house.
Cons: I think that super admin users should be able to access user's accounts as with Zoho Desk, we don't have users actually ever login to Zoho Voice, except when they are new to set them up. Seems that as a super admin, we should be able to set them up without them. We also struggle with the missed calls as we do not want missed calls creating tickets in Zoho Desk, unless there is a voicemail. Right now, agents waste lots of time searching those tickets looking for voicemails. Voicemails are also, not working so well since the update a few weeks ago. The player doesn't work at all, and some users cannot actually open the link. We want to use the transcription of the voicemail, but had to turn that off due to it's high cost. If there is a plan to lower that rate, we would use it again. We also are a bit disappointed in the text feature as when we tested this, when a text came in, every agent received it instead of that text being round-robin assigned to an agent. This caused confusion and we rolled it out. If we are not using this correctly, please let us know as it would be so nice to have. Last item is the credits as we would rather be able to pay from an invoice rather than a credit card and they always add tax in there when we are a tax exempt State government agency.
"Chief Operating Officer"
Overall: Good set up experience, but sometimes hard when it goes into details because certain features and processes are not yet documented.
Pros: Pricing, Easy to set up, connection into the ZOHO suite working fines
Cons: IVR limitations, no European mobile telephone support, support agents are not able to directly grab calls
"Integrated telephony for Zoho CRM"
Overall: Excellent. There is some room to make pricing a bit more competitive.
Pros: Integration with CRM. The ability to send messages from Zoho VOICE and Zoho CRM.
Cons: Cannot select a CRM contact from Zoho Voice. But once a message is sent, the contact name shows up Zoho Voice if their record is present in CRM.
"Good product"
Pros: Easy setup across multiple devices, I already use Zoho ecosystem so Voice was a no-brainer.
Cons: Pricing for additional agents is too high
