[ Zoho Voice Reviews ](https://www.g2.com/products/zoho-voice/reviews) [ Zoho Voice Reviews ](https://www.g2.com/products/zoho-voice/reviews) # Zoho Voice Features ##### ## Channels (5) Voice Provides voice call functionality. Social Provides an interface for one or more social media channels. Live Chat Ability to chat online in real time Mobile SMS Accepts contacts initiated through SMS or other mobile text functions. Email Allows CSRs to receive and answer customer emails. Show More ##### ## Functions (12) Call Routing Sends voice calls to a specific queue based on predetermined criteria Session Queuing Callers can be routed to a queue or placed on hold until an agent becomes available. Concurrent Calling Place a large or unlimited volume of calls simultaneously without diminishing the call quality. Speech Analytics Provides some level of analytics based on keywords and vocal tones. Auto Dialer Has auto dialing or predictive dialing functions for outbound use. IVR Includes an interactive phone menu. Inbound Screen Pop Populates CSR's screen with available customer data. Persistent Data Maintains and shares information across channels and agents as the case progresses. Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Real-Time Analytics Analyze and gain insights into data in real-time Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Show More ##### ## Administrative (8) Session Summary Notes Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. Administrator Access Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Session Recording Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. Agent Scheduling and Assignment Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. Callback Scheduling Schedules callback times Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Call Reporting Track and report on all incoming and outgoing calls Show More ##### ## Generative AI (2) AI Text-to-Speech Simulates human-like speech from text inputs. Generative AI Use AI to generate content in the form of text, images, videos, etc. Show More ##### ## Agentic AI - Contact Center (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Third-Party Integrations Set up connections to third-party platforms to improve business processes Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Show More ##### ## Additional Functionality (34) API Application programming interface that allows for integration with other systems/databases Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Call Transfer Transfers live calls to other agents Data Import/Export Import and export data to and from software applications Call Scripting Provide agents with a typical response for common call subject matter Interaction Tracking Track interaction history by documenting conversations for contacts Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Customizable Reports Alter the layout and content of reports Contact Management Manage, organize, and store contact information Activity Tracking Track and document all activities across devices, networks, and other systems Automatic Call Distribution Distribute/route/connect calls Contact Database Centralized database of stakeholders and their contact information such as names, address, phone number etc. Chatbot AI-based platform which conducts a conversation via auditory or textual methods Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Quality Management Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Agent Interface Agents can view and manage all customer requests and interactions. Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Customer History Access previous interactions or concerns to maintain customer relationships Voice Mail Computer-based system that allows users to send and receive voice messages Monitoring Observe and track the demand, usage, progress or quality of a system, product, or user Call List Management Manage and track all past and future calls. Chat/Messaging Communicate using direct chat or messages within the system Workforce Management A set of processes to optimize the productivity of its employees Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Email Management Manage, store and organize emails within the system or via third-party apps Caller ID Identify the number and contact information of a caller before answering the phone Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Real-Time Monitoring Active monitoring of systems, applications, or networks Show More ## Top-Rated Alternatives [ ![RingCentral Contact Center](https://images.g2crowd.com/uploads/product/hd_favicon/041de46bcc46bc861a8b5a3a2c784358/ringcentral-contact-center.svg "RingCentral Contact Center") RingCentral Contact Center 4.1/5(217) ](https://www.g2.com/products/ringcentral-contact-center/reviews) [ ![JustCall](https://images.g2crowd.com/uploads/product/hd_favicon/905949d64d774031094b71b622a24709/saas-labs-justcall.svg "JustCall") JustCall 4.3/5(2,393) ](https://www.g2.com/products/saas-labs-justcall/reviews) [ ![3CX](https://images.g2crowd.com/uploads/product/hd_favicon/ff153aac01ae613678696e629e52116c/3cx.svg "3CX") 3CX 4.4/5(547) ](https://www.g2.com/products/3cx/reviews) [ View All Alternatives ](https://www.g2.com/products/zoho-voice/competitors/alternatives) Zoho Voice Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_be08dab78dcba32b9dfe8cb030a1c88d/ringcentral-contact-center.png "Product Avatar Image") RingCentral Contact Center 4.1/5(217) [ Compare Now ](https://www.g2.com/compare/ringcentral-contact-center-vs-zoho-voice) ##### Categories on G2 [ Contact Center ](https://www.g2.com/categories/contact-center) ##### Explore More [ Top-rated platforms for mentoring and coaching programs ](https://www.g2.com/discussions/top-rated-platforms-for-mentoring-and-coaching-programs)[ Top accounts payable automation apps ](https://www.g2.com/discussions/top-accounts-payable-automation-apps-opinions)[ Which application release orchestration software is most reliable according to DevOps engineers who have run it in production rather than just evaluated it in a trial? ](https://www.g2.com/discussions/which-application-release-orchestration-software-is-most-reliable-according-to-devops-engineers-who-have-run-it-in-production-rather-than-just-evaluated-it-in-a-trial) [ What are the best IRCM systems designed for communications service provider revenue management? ](https://www.g2.com/discussions/what-are-the-best-ircm-systems-designed-for-communications-service-provider-revenue-management)[ What's the leading RPA software for financial services ](https://www.g2.com/discussions/what-s-the-leading-rpa-software-for-financial-services)[ Pros and Cons Details ](https://www.g2.com/products/zoho-voice/reviews?qs=pros-and-cons) Show More [ Top-rated platforms for mentoring and coaching programs ](https://www.g2.com/discussions/top-rated-platforms-for-mentoring-and-coaching-programs)[ Top accounts payable automation apps ](https://www.g2.com/discussions/top-accounts-payable-automation-apps-opinions)[ Which application release orchestration software is most reliable according to DevOps engineers who have run it in production rather than just evaluated it in a trial? ](https://www.g2.com/discussions/which-application-release-orchestration-software-is-most-reliable-according-to-devops-engineers-who-have-run-it-in-production-rather-than-just-evaluated-it-in-a-trial) [ What are the best IRCM systems designed for communications service provider revenue management? ](https://www.g2.com/discussions/what-are-the-best-ircm-systems-designed-for-communications-service-provider-revenue-management)[ What's the leading RPA software for financial services ](https://www.g2.com/discussions/what-s-the-leading-rpa-software-for-financial-services)[ Pros and Cons Details ](https://www.g2.com/products/zoho-voice/reviews?qs=pros-and-cons)