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

Digital channels

Embedded WebRTC Webphone

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



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



Call Dialing

Wrap-UP Codes



Conversation Activity
- Task Owner
- Time
- Subject
- Duration of the call
- Contact/Account
- Conversation Direction
- Status
- Agent
- Priority

Wrap-UP Codes



Conversation Activity
- Task Owner
- Time
- Subject
- Duration of the call
- Contact/Account
- Conversation Direction
- Status
- Agent
- Priority

Wrap-UP Codes



Conversation Activity
- Task Owner
- Time
- Subject
- Duration of the call
- Contact/Account
- Conversation Direction
- Status
- Agent
- Priority