Integrate Zoho CRM
How Cytrack Integrates with Zoho CRM
Zoho CRM Supported Version: Web version
Cytrack software is deeply integrated with Zoho for unparalleled enrichment of customer experience.
As well as turning Zoho CRM into a powerful communications platform, you can instantly route calls based on any Zoho CRM field and automatically update with things like voice recordings, notes and history.
If you use Zoho CRM, you should see the Zoho CRM integration feature list below for more information. We'll be delighted to answer any further questions you may have simply get in touch using your preferred contact method (details under the feature list.)
About Zoho CRM
Zoho CRM is a web-based Customer Relationship Management (CRM) platform. The award-winning software is clean and easy to use for small businesses right up to large enterprise organisations. The whole purpose of Zoho CRM is to make it easier for you to attract, retain and satisfy customers. By adding Cytrack’s software into the mix, you get an immediate uplift in customer experience.
Features of Cytrack's integration with Zoho CRM
Click to dial
Allows user to click on a number in the Zoho CRM contact fields and CyDesk will dial the number.
Caller lookup
CyDesk can lookup the Zoho CRM database based on the Caller ID and can show the Zoho CRM contact details (& account/company if applicable) in CyDesk.
Pop contact
CyDesk can tell Zoho CRM to display a contact record from either the name or number search.
Pop account
CyDesk can tell Zoho CRM to display an account record from either the name or number search.
Name search
User can select search in CyDesk and enter name details and CyDesk will search Zoho CRM and display a list of matches, the user can select the contact from the list and pop the record, dial one of the contact phone numbers as listed in the Zoho CRM contact record, and also optionally send an SMS if CySMS is installed.
Log call history
CyDesk can optionally store details of the call in the Zoho CRM contact history – includes the date, time, call type (incoming or outgoing), Caller ID and call duration.
Attach voice recordings
CyDesk can optionally store a URL to the location of the voice recording file in Zoho CRM. Note the user has to enter a username and password to play the recording and access can be controlled by the Cytrack security manager.
Outbound call campaigns
Zoho CRM integration is compatible with CyCall outbound call centre module and allows marketing campaigns from Zoho CRM to be accessed directly from CyCall. If this is not available then the user can export CSV files from within Zoho and import into CyCall, or utilise our Business Process Manager that can automate this process and create a real-time feed of contact records from an external file and feed directly into CyCall campaigns.
Log call notes
Notes entered into CyDesk during the call can be stored in the Zoho CRM contact history together with the call history.
CRM routing
CyCX Connect provides the feature to lookup an assigned field within Zoho CRM and route calls to specific queue groups according to what's in the Zoho CRM field, e.g. Customer Priority = Gold in CRM and then CyCX Connect will ensure the call is routed to the assigned premium customer service queue, or if Customer Priority = Invoice owed then transfer to the accounts queue.
Log completion code
CyDesk allows for calls to be categorised by completion codes at the end of each call, optionally the completion code selected can update a designated field in the Zoho CRM contact record with a defined entry.
Want to know more about Cytrack's integration with Zoho CRM?
Get in touch using your preferred contact method below, and one of our friendly team will be delighted to answer all your Zoho CRM integration questions...