3rd Party Remote Call Monitoring Feature

Knowlarity Communications is the leading player of cloud telephony in Asia. By replacing traditional communication hardware systems with cloud based marketing automation and communication tools, the company has revolutionized the way small and medium businesses (SMBs) and enterprises communicate. ZOHO Corporation is a California-based company launched in 2005 with a web-based word processor. Today they offer the Zoho (News - Alert) Office Suite, a web-based online office suite that includes customer relationship management.

Recently, the two companies announced the integration of Knowlarity’s SuperReceptionist and Zoho CRM. SuperReceptionist is a cloud-based personal receptionist, offering personal telephone numbers where customers can call any time. Customers calling the number are greeted with a message customized especially for the company. Zoho CRM is an advanced customer relationship management platform.

Some of the features offered by what is being called SuperReceptionist for Zoho CRM include;

• Click-to-dial — Users can call leads and customers with a single click from within Zoho CRM, eliminating the need to juggle multiple screens allowing time to make more calls;
• Screen pop-ups — Incoming calls appear as pop-ups in Zoho CRM, along with contacts information, making salespeople better prepared to handle calls. They can save first-time callers as leads/contacts in Zoho CRM and add follow-up actions;
• Automatic call logging — All call activities and details automatically get logged inside Zoho CRM. Call analytics can be run anytime via reports in Zoho CRM.

This joining of forces by two call center leaders presents its customers with a concise, efficient way of handling calls. There has been a shift lately with a major focus on presenting a good customer experience. If a representative has to put a customer on hold to gather information, or transfer them, there is a lot of down time which results in a frustrated customer.

Prashanth H N, director and head of product management at Knowlarity, said, “With this integration, call center agents will have all the customer information accessible in one place during the call, hence achieving more results in a day. Businesses will be able to deliver better customer experience as the conversations are more contextual and personalized.”