If you’ve been following today’s news, you might already know that Amazon is entering the cloud-based contact center service market through its latest product offering, Amazon Connect.

Amazon Connect offers a contact center service with no per-agent fee or set-up charges. Customers are charged on a per-minute basis, and Amazon claims that agents can set up a “virtual contact center” in minutes without any special training.

A pay-as-you-go call center service from Amazon is exciting news, but if you’re a Zoho customer, we have even more exciting news for you! We’ve partnered with Amazon to make a free Amazon Connect integration available to customers of Zoho CRM and Zoho Desk.

Built using the Zoho PhoneBridge platform, the Amazon Connect integration for Zoho CRM and Zoho Desk is available immediately and offers the following benefits:

​Contextual customer information​

When calls come into the sales and support teams, contextual information about the callers appears in Zoho Desk and Zoho CRM. This information provides salespeople and support agents with data from past conversations, notes, and tasks associated with each customer, making them better prepared to handle calls. Salespeople can save first-time callers as leads or contacts in Zoho CRM, and add follow-up actions. Support agents, on the other hand, can add first-time callers as contacts in Zoho Desk and add notes.​

Click-to-dial​

Users can call leads and customers with a single click from within Zoho CRM or Zoho Desk. They do not have to juggle multiple screens, and have more time to make or receive calls.

​Automatic call logging​

All the call activities and details get logged automatically inside Zoho CRM and Zoho Desk. Call analytics can be run anytime via reports in Zoho CRM. Customer support agents using Zoho Desk can associate calls with an existing ticket or create a new one in case there are no existing ones.​

With this announcement, we’re sure that having your sales and support teams run all their activities through their Zoho accounts became a whole lot more easier. The Amazon Connect integration is available through Zoho PhoneBridge to all paid subscriptions of Zoho CRM and Desk, users can learn more about the integration through the links below:

Amazon Connect for Zoho CRM: Learn more.

Amazon Connect for Zoho Desk: Learn more.