Zoho Voice

Avantages

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.

Inconvénients

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.

Avantages

Quality keeps improving. Zoho is dedicating a lot of time and customer service is excellent.

Inconvénients

Limited API - separation from zoho one - but the worst part is telephony agents not being able to access the main line voicemail!

Alternatives envisagées 

Pourquoi choisir Zoho Voice 

Logiciel antérieur 

Pourquoi passer à Zoho Voice

Avantages

plans for solo, team, office and corporate users.

Inconvénients

oho voice doesn't save activity happening like missed call or if a call was answered by specific person in your company

Avantages

Integrated well with the Zoho Suite including voice recordings, SMS logs.
App has facial recognition login.
This is why we went to Zoho Voice.

Inconvénients

1. App in App store is still called Z-Dialer.
2. App shows Caller ID based on CRM for incoming calls, but not "Contacts" within the app do not sync with CRM.
3. Voice quality is hit-or-miss.
4. Search (within contacts, SMS) is absolutely terrible, like most of Zoho's search functions within their apps.
5. SMS function is missing features. Group text was available at one time, appears no longer. MMS works intermittently, "download" the message vs seeing it right in the app. Sharing contacts via mms didn't work last time I checked.
6. Can't find out how to set up voicemail with the Zdialer app. (Not intuitive)
7. Sometimes it doesn't ring.
8. Sometimes the app has to be rebooted to work properly.
9. When you pick up on one device, other devices continue to ring... including EVERYONE ON YOUR TEAM's EVERY DEVICE.
10. Blocked calls appear to still ring, but when you pick them up... silence.

Alternatives envisagées 

Pourquoi choisir Zoho Voice 

Logiciel antérieur 

Pourquoi passer à Zoho Voice

Avantages

the integration with other Zoho products

Inconvénients

It can be confusing with multiple ways to configure

Avantages

Pricing, Easy to set up, connection into the ZOHO suite working fines

Inconvénients

IVR limitations, no European mobile telephone support, support agents are not able to directly grab calls

Alternatives envisagées 

Pourquoi choisir Zoho Voice 

Logiciel antérieur 

Pourquoi passer à Zoho Voice

Avantages

Low cost option with some good integrations in the zoho platform.

Inconvénients

lack of features and slow development. We've been dealing with constant call drops and even incorrectly routed calls (i.e. I would call one number and a completely random person would pick up at a different number). Support has tried to help, but they just keep telling me changes were made. It stabilized for a little and then dropped calls started again.

Avantages

I like the integration it has with the other Zoho products

Inconvénients

I don't like that it doesn't have the ability to log an incoming or outgoing text or call as a comment on an active ticket. Also would be nice that an incoming text would create a ticket if a client already exists. Also would be nice if I could set individual check in and check out days along with the hours for my agents.

Alternatives envisagées 

Pourquoi choisir Zoho Voice 

Logiciel antérieur 

Pourquoi passer à Zoho Voice

Avantages

I like the website and the user platform. It is easy to navigate once in it for a while. Customer service has been outstanding.

Inconvénients

I can't set up a call directory for each extension for incoming calls to choose whe they want to speak with. I can't switch from my laptop to my cell phone while on a call if I were to have to leave the office and stay on a call. Also, adding a conference call and not being able to dial in the number is an inconvenience. I should not have to have the number as a contact prior.

Avantages

Zoho Voice is feature rich and can do many things competitors cannot. Support has been fantastic.

Inconvénients

Voice takes a lot to set up. It is not plug & play. The settings are very detailed and it takes a lot to understand and get everything configured.

Avantages

Liked that we could link it to Zoho Desk and that we could do the configuration in-house.

Inconvénients

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.

Avantages

Zoho Voice is incredibly easy to implement, allowing businesses to quickly transition to their system without hassle. The platform provides an impressive suite of tools that cater to the diverse needs of businesses, helping them present a professional image through customizable settings. Features like IVR, custom hold music, call queues, warm and direct transfers, scheduled text messages, and system integrations make managing communications effortless and highly effective. The flexibility to configure these features according to business-specific needs is a major advantage, allowing us to tailor our phone system exactly how we want it.

Inconvénients

While Zoho Voice offers a lot of great features, there are a few areas for improvement. The mobile app sometimes faces connectivity issues, which can be frustrating. Additionally, the text messaging feature is limited to one-on-one messages, with no option for group texting, which would be beneficial. The unlimited plans are only available for annual subscriptions, which can be expensive for small businesses that prefer a monthly payment option. Lastly, the integration with Zoho Creator workflows is missing, which would greatly enhance the overall experience for users of the Zoho ecosystem.

Alternatives envisagées 

Pourquoi choisir Zoho Voice 

Pourquoi passer à Zoho Voice

Avantages

It's easy to use...also, how it integrates with the CRM. DropVoice is a dream. But that isn't a huge deal. Dispositioning a call is easy too and customizable.

Inconvénients

The only thing I would say about DropVoice is that it doesn't take a standard windows recording. I have to convert the file. Also, for some phone numbers it auto sends as an out-of-country call even though it clearly isn't one. Have to stop it and manually type in the number. Again, not a huge deal.

Alternatives envisagées 

Pourquoi choisir Zoho Voice 

Pourquoi passer à Zoho Voice

Avantages

Super budget-friendly. Love it easy to use and roll out to the team

Inconvénients

Sometimes there is a voice quality issue, especially from mobile devices. Iphone

Avantages

It's speed, its faster than most full CRM's.

Inconvénients

There are a few design improvements and features that it should have but doesn't

Alternatives envisagées 

Pourquoi passer à Zoho Voice

Avantages

Price, responsiveness of support. It seems the are adding features.

Inconvénients

Expected closer integration to zoho crm.

Avantages

What I liked most about Zoho Voice is its intuitive interface and how easily it integrates with other Zoho solutions. I was also impressed with the call quality and the variety of features available for managing customer communications.

Inconvénients

Although I generally had a great experience, the setup process can be a bit complex at first. However, once everything is properly configured, it works smoothly and efficiently.

Avantages

Integration with other Zoho One solutions.

Inconvénients

Some issues with call connectivity, but that's true with any VOIP solution.

Alternatives envisagées 

Pourquoi passer à Zoho Voice

Avantages

it somewhat integrates with other zoho products

Inconvénients

quality powerdialer does not allow you to import lists from leads and is very limited on what gets pushed back into zoho crm

Avantages

Easy setup across multiple devices, I already use Zoho ecosystem so Voice was a no-brainer.

Inconvénients

Pricing for additional agents is too high

Avantages

Moving from previous product was easy. Porting phone numbers was a piece of cake. Support helped with every step of the way.

Inconvénients

zdialer app is limited. Could do better job of integrating with CRM a bit tighter (Like allowing automated sms messages from CRM). Also need a way to send SMS from DESK!!!! This is a huge miss

Avantages

Integration with CRM. The ability to send messages from Zoho VOICE and Zoho CRM.

Inconvénients

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.

Alternatives envisagées 

Pourquoi passer à Zoho Voice

Avantages

its design is super user-friendly, easy to understand.

Inconvénients

There is lack of guidance on how to do 10DLC compliance certification correctly.

Alternatives envisagées 

Pourquoi choisir Zoho Voice 

Pourquoi passer à Zoho Voice

Avantages

somewhat integrates with crm, sms is not nearly as polished as ring central

Inconvénients

expensive, primative,somewhat integrates with crm, sms is not nearly as polished as ring central

Avantages

helpful with the agents and features i am so in lnlove

Inconvénients

sms i think need a little upgrade as its hard to configure