Zoho contact
center integration
Embed contact center features within the Zoho interface, available
for Cisco UCCX, PCCE, UCCE, WxCC, Genesys, and Expertflow CC
Enable your contact center agents to handle calls and chat sessions directly from within Zoho, and you don’t need to toggle screens
What makes us different
Agent Assistance
Real-time contextual agent AI assistance such as
recommended actions and answers
link to knowledge base articles
Transcription and translation
Manual or automated wrap-up codes
Expert Transfer to MS Teams
Manage and transfer calls efficiently with a user-friendly console in your CRM.
Digital channels
Unified interaction history across all communication channels (voice, video, Whatsapp, SMS, Facebook Messenger, Viber, Telegram)
Embedded WebRTC Webphone
Any agent that has access to your CRM has access to full contact center capabilities (* for Cisco, requires a Mobile agent for CCE or E&C for CCX)
Agent Desktop & State Controls
Agents can handle interactions from different channels using the agent desktop and can manage their activity states. The following state controls are supported
- Login – The agent may be configured to auto-login to Zoho CRM.
- Logout – The agent will automatically be logged out of EFCX upon logout from Zoho CRM.
- Ready / Not Ready – The agent may change the availability status to “Ready” to receive contact center calls or may change it to any of the “Not Ready” states for a break.
Customer Account Pop-up on Start Conversation
When an agent receives a notification for a new conversation, the customer’s account details and previous history automatically pop up to provide the agent with convenient access to relevant information.
Call Controls
Controls/buttons on the toolbar change based on the current state of the agent/call and on the telephony event fired from the contact center. Using the communication toolbar, agent can perform the following actions,
- Accept an incoming call
- Hold/Resume/End call
- Consultative or blind call
- transfer to extensions
- Conference call
- Call wrap-up
Chat Switching
An agent can manage multiple conversation requests simultaneously and easily switch between them by clicking the corresponding panel on the left side. When switching, the customer profile in the CRM automatically updates to align with the active conversation.
Call Dialing
Agents can also make outbound calls using the dial pad, with the customer’s account details automatically popping up for a smoother workflow. This feature ensures quick access to relevant customer information, enhancing efficiency and delivering a personalized customer experience.”
Wrap-UP Codes
A wrap-up is a summary note added at the end of a conversation, providing businesses with insights into the conversation’s purpose. Expertflow CX agents can add wrap-ups to conversations they handle during or after the interaction.
Conversation Activity
A conversation activity is c created at the end of the conversation for all call & chat types except consulting calls. It contains information such as
- Task Owner
- Time
- Subject
- Duration of the call
- Contact/Account
- Conversation Direction
- Status
- Agent
- Priority