Zoho Corporation Limited

Zoho Voice: Business telephony solution for efficient communication and collaboration

Zoho Voice: Complete business communications via Cloud telephony and contact centre solutions. Ensure seamless business operations by making incoming and outgoing calls over VOIP and WebRTC. This service offers call centre features like Call Groups, multi-level IVR, Call Recording, Call Monitoring.

Features

• Incoming calls, outgoing calls to/from UK Numbers and EU countries
• Get Local and toll-free phone numbers from multiple EU countries
• Power Diallers: Handle high call volumes, make call campaigns.
• Monitor call activity with Real-time Call Supervision dashboards
• Click to call functionality for Instant calling from any website
• Call Routing using Multi-level IVR (Interactive Voice Response), Call Groups
• Integrate with inhouse Customer relationship management and help-desk software
• Manage call logs and recordings with multi language support transcriptions
• Real time Call analytics to measure and boost agent productivity
• Leverage multiple Call Queuing Strategies and Queue Performance Metrics

Benefits

• Secure, seamless customer communications for enterprise businesses
• Analyse call recordings and voicemails for strategic business improvements
• Boost productivity with targeted call campaign outreach using Power Dialer
• Maintain call quality standards with real-time interactions and call coaching
• Elevate customer satisfaction and agent empowerment with instant calling accessibility
• Engage callers effectively with intuitive and Interactive IVR menus
• Streamline operations, elevate service quality, and boost productivity with integrations
• Securely store, access, and retrieve call recordings to ensure compliance
• Make data-driven decisions with updates and analytics In unified dashboard
• Optimise operations with actionable insights from queue performance metrics

£31.20 a licence a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at zohouk-gcloud@eu.zohocorp.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

242897866243104

Contact

Sreyas Benjamin
+44 2038072092
zohouk-gcloud@eu.zohocorp.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Zoho Voice Is a standalone application. However, Zoho Voice can be used within Zoho Cliq and Zoho Meeting when Integrated. It can also be used In other Zoho apps via Native and Telephony Integrations through our browser extension.
• Cloud deployment model: Public cloud
• Service constraints: Call Recording and Storage: Charged based on usage (Check Pricing doc); Voicemail Transcription: Charged based on usage (Check Pricing doc); Planned maintenance once a year. Only cloud-based deployment and no support for an on-premise setting. Basic prerequisites includes a good network connection with an upload speed of at least 3MBPS for smooth access, and recommended browser and machine specifications for avoiding uninterrupted compatibility concerns. Phone numbers are procured from British Telecoms, BICS.
• System requirements:
  • Stable internet connectivity
  • Chrome (v90+), Firefox (v80+), Safari (v13+), Edge (v80+), Opera (v90+)
  • Android 5.0 (API-Level 21 & above)
  • IOS (14.0 & above)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We provide 24 hours support 5 days a week
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Our web chat is accessible right from our home page. Users can chat regarding any support requirements or any queries they have regarding Zoho Voice. ; Our support team is available 24*7 via chat, email, or call. ; ; For ease of access; a) No time based responses required for web chat.; b) Supports 200% of zoom without loss of content and functionality in our web page.
• Web chat accessibility testing: We are currently assessing and in the progress of making our product compliant to Accessibility standard WCAG 2.1 AA . In this journey, we are yet to do the testing with the actual users of assistive technology. It will be done when the product becomes compliant to WCAG standard
• Onsite support: No
• Support levels: Free L1, L2, and L3 support will be provided. Our dedicated support team is available 24 hours per day (UK Time), 5 days per week.; ; Customer Interaction Flow:; 1. Customer will reach the Support Team via support Call/ chat/ email and create ticket.; 2. Request will be validated & maintained in Zoho Desk. Based on the type (feature request/issues/backend changes) it is actioned accordingly.; Issues requiring developer attention will be debugged by SDE (Support Debug Engineer) team.; 3. The SDE owner will debug the issue further and revert with the reason & the solution will be conveyed to the customer by support engineer; 4. The severity level of the issues will be categorised as below,; - Severity Level 1: The Zoho Service does not function without a fix being applied and the problem has significant effect on the revenues or business operations of Subscriber.; - Severity Level 2: The Zoho Service can function. However, the Zoho Service functions providing incorrect results, or performance is inconsistent with the performance described in the Documentation.; - Severity Level 3: The functionality of the Zoho Service is not affected by the problem or can be achieved by using other features of the Zoho Service.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our website features comprehensive documentation, help guides, and video tutorials, offering users an in-depth exploration of our product. Additionally, we offer onboarding demos to guide users through setting up the service seamlessly. Scheduled webinars and online training sessions further enhance the customer experience, providing valuable insights and support.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Users can download reports of their call logs, credit usage, and zip files of all their call and voicemails recordings, and port out their number If they wish to. Zoho Voice adheres with GDPR; Users can exercise their "Right to Delete" even after the termination of their contract by sending data subject requests (DSR).
• End-of-contract process: The Contract Includes Zoho Voice subscription and usage of the application. Users in paid edition of Zoho Voice will be moved to the free edition (Solo plan) if their contract (subscription) terminates and remains un renewed. There will not be any data loss; however, the features exclusive to paid editions will become inaccessible.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile app service is used only for making and receiving calls, changing status, and managing profile settings. Desktop application and browser application support all the functionalities of the service.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Zoho Voice's user interface is designed for seamless navigation and productivity. The dashboard provides real-time insights into call and agent statistics, aiding informed decision-making. Features like Call Queues and Power Dialer streamline call management and campaigns. Interactive Voice Response (IVR) guides callers efficiently, while voicemail transcription and Voicemail drop options assist in communication management. Call recordings are securely stored for reference and compliance. Users can access extensive documentation and help guides to explore the product comprehensively. Zoho Voice's interface prioritises simplicity, functionality, and a positive user experience.
• Accessibility standards: None or don’t know
• Description of accessibility: All text content on service is linear, clear and readable. There is minimal usage of audio,video and images, making all the essential modules accessible. We have supported Text Alternatives, Contrast Minimum and Keyboard Accessibility also.
• Accessibility testing: We are currently assessing and in the progress of making our product compliant to Accessibility standard WCAG 2.1 AA . In this journey, we are yet to do the testing with the actual users of assistive technology. It will be done when the product becomes compliant to WCAG standard.
• API: Yes
• What users can and can't do using the API: Users can import & manage users, make calls, fetch call logs, recordings and perform other important service functions by using the API. However, the admin has to first create the account to be able to use the APIs.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: In Zoho Voice, users can customize various aspects of their telephony system, including:; ; Call Routing: Configure how incoming calls are directed within the organization.; IVR (Interactive Voice Response): Design personalized call menus for callers to navigate through options.; Call Queues: Set up queues to manage and distribute incoming calls among agents efficiently.; Call Recording: Customize settings for call recording, including when and which calls to record.; Voicemail Greetings: Create and customize voicemail greetings for different scenarios.; Caller ID Settings: Customize how the organization's caller ID appears to recipients.; Call Analytics: Tailor reports and analytics to track specific metrics relevant to the organization.; Integration: Customize integrations with other Zoho apps or third-party tools for seamless communication workflows.; User Permissions: Set custom permissions and access levels for users based on their roles and responsibilities.; Branding: Customize the appearance of call interfaces and voicemail greetings to reflect the organization's branding.

Scaling

• Independence of resources: We have adequate servers to load balance and manage user demands. ; We also constantly monitor usage, memory consumption and response time, and add servers as required to meet any heightened demands.

Analytics

• Service usage metrics: Yes
• Metrics types: Credit Reports, Call Logs, Recordings, Recordings cost reports and recording storage cost reports, number rental costs.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can download reports of their call logs from the Call Logs module, credit usage from their Subscription section In Settings, and a zip of all their call and voicemails recordings In batches of 5 GB per zip file from the Logs module which will be sent as links via email to the Super admin email address
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • .pdf
  • .zip
  • .wav
  • .mp3
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Audio files with .wav format are supported for IVR, queues.
  • Audio files with .mp3 format are supported for IVR, queues.

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: Network traffic is encrypted when it traverses over the public network and when replicating to the DR data centre. The complete Datacenter stack is under our control. We use firewalls to prevent our network from unauthorised access. Our systems are segmented into separate networks to protect sensitive data from unauthorised access.

Availability and resilience

• Guaranteed availability: Our monthly service uptime is 99.9%. The live service availability status can be seen online. Upon customer request, Zoho will, as per the terms and conditions of its Service level agreement, provide service credits. A copy of Zoho SLA can be shared upon request.
• Approach to resilience: Application data is stored on resilient storage that is also replicated in a separate redundant location. Data in the primary datacenter is replicated in the secondary in near real time. In case of failure of the primary DC, secondary DC can take over in a timely manner so that operations can continue smoothly with minimal or no loss of time. ; We have power back-up, temperature control systems and fire-prevention systems as physical measures to ensure business continuity. In addition to the redundancy of data, we have a business continuity plan for our major operations such as support and infrastructure management.
• Outage reporting: Planned Outages & Maintenance:; The planned outages would be announced/informed to the customers through several channels:; Blog post in community forum, Business emails and Banners in respective services.; Generally, annual maintenance activities would be planned during non-business hours to avoid impact to the services.; Unplanned Outages:; Major unplanned outages will be posted in social media forums & also will be informed to customers through emails. Customers can always refer to the following link on the health status of each service & update on outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: We employ technical access controls and internal policies to prohibit employees from arbitrarily accessing user data. We adhere to the principles of least privilege and role-based permissions to minimize the risk of data exposure. These roles restrict whether the employee can view, edit, or delete any data through the management interface. ; ; The roles are provided after training the respective employees, and are subject to approval by senior managers. In addition to this, all activities on management interfaces and support channels are captured in audit logs, which are reviewed regularly for discrepancies.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI (British Standards Institution)
• ISO/IEC 27001 accreditation date: 22/08/2022
• What the ISO/IEC 27001 doesn’t cover: Zoho has earned ISO/IEC 27001:2013 certification for Applications, Systems, People, Technology, and Processes
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 28/06/2021
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Not Applicable
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO/IEC 27701

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 27001 , ISO 27701 , ISO 27017 , ISO 27018 , ; ISO 22301, IS0 9001 , SOC Type II + HIPAA
• Information security policies and processes: Zoho shall maintain an information security program in accordance with the international standard ISO 27001, which includes technical and organisational security measures, physical measures, as well as policies and procedures to protect customer data processed by Zoho against accidental loss, destruction, or alteration, unauthorised disclosure or access, or unlawful destruction. Zoho maintains documented information security and data privacy policies and requirements, and periodically communicates them to employees responsible for various controls. The policies are reviewed annually to keep them up-to-date. This policy is verified during our third-party audits such as ISO and SOC.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: We have Change Management procedures in place that includes Organization, Applications, Systems, Technology, and Processes that affect information security/privacy. For every change the security impact is analysed. We maintain Audit logs as evidence for all the changes. Fall-back procedures, including procedures and responsibilities for aborting and recovering from unsuccessful changes and unforeseen events are documented and communicated. Zoho shall notify the customer of any changes that may affect the customer in an adverse manner.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We have a dedicated vulnerability management process that actively scans for security threats using both certified third-party tools and in-house tools, supplemented by automated and manual penetration testing efforts. Every update to our service is reviewed to avoid vulnerabilities, manually and with automated reports.; ; Any identified vulnerability is logged and prioritized by severity, and assigned to an owner. We further identify the associated risks and track the vulnerability until it is closed by either patching the vulnerable systems or applying relevant controls.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We monitor and analyse information gathered from services, internal traffic in our network, and usage of devices and terminals. We record this information in the form of event logs, audit logs, fault logs, administrator logs, and operator logs. These logs are automatically monitored and analyzed to a reasonable extent that helps us identify anomalies such as unusual activity in employees’ accounts or attempts to access customer data. We store these logs in a secure server isolated from full system access, to manage access control centrally and ensure availability.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: We have a dedicated incident management team. We notify you of incidents in our environment that apply to you, along with required actions, if any. We track and close the incidents with appropriate corrective actions. Whenever applicable, we provide you with necessary evidence. Furthermore, we implement controls to prevent recurrence of similar situations.; ; We respond to the security or privacy incidents reported at incidents@zohocorp.com, with high priority. General incidents will be notified through our blogs, forums, and social media, while user specific or organisation specific incidents will be notified on the email address of the Organisation administrator registered with us.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Zoho Corporation Limited have committed to working towards achieving Net-zero by 2050. Some initiatives for this:; ; Energy initiatives at Zoho UK’s workspace at Bletchley - The energy supply for the UK office is derived from renewable sources, accounting for 21% of total power consumption. LED retrofits have been implemented to enhance energy efficiency throughout the building.; Renewable energy: We've built a 5 megawatt on-grid solar energy farm at Abinimangalam near Trichy, India. This farm offsets the electricity consumption of our Chennai headquarters and data centre. Designed with a focus on energy efficiency, data centres that support Zoho UK are powered by renewable energy. Further, these data centres are progressing towards integrating with a solar grid to reduce environmental impacts.; Green Energy Procurement - All purchased energy for the data centres is sourced from green energy providers. This enables us to minimise the carbon footprint associated with our operations.; Emissions - The United Kingdom has committed to achieving carbon neutrality by 2050. Supporting this pledge, we have taken steps to monitor greenhouse gas (GHG) emissions from our operations and implement measures to mitigate them. We account for Scope 2 and Scope 3 emissions and exclude Scope 1 emissions as our work does not involve fuel combustion within operational boundaries.; e-mobility: We've switched completely to electric vehicles for movement within the campus.

  Covid-19 recovery

  During the COVD-19 pandemic, Zoho worked to minimize the impact of COVID on our customers, other business and our local community.; Supporting remote work: At the start of the pandemic, Zoho created and distributed a Secure Remote Access Toolkit to help organizations quickly adapt to and work securely during the pandemic. This toolkit was made free for the first 100 days.; Discounts and waivers: To assist organizations impacted by the pandemic, Zoho offered free licenses of flagship products, and offered discounts and waivers on licenses on a case-by-case basis.; Food to the underprivileged: While most of our employees worked from home, we kept the kitchen at our Chennai headquarters running with a skeletal staff to provide food to underprivileged people in the local area, many of whom were impacted due to a loss of employment during the lockdown.; Infrastructure support: We converted one of our office buildings into a temporary COVID-19 ward to accommodate citizens who were required to quarantine.; We ran Covid vaccination camps to our employees, their dependents and the support staff who worked in Zoho.

  Tackling economic inequality

  Zoho has always aimed to tackle economic inequality and give back to the community. This is reflected in the following:; Transnational localism: Coined by our CEO, transnational localism is the philosophy that underpins our staffing and office location plans. Instead of focusing on crowded urban centres, we've been opening spoke offices in smaller towns and villages. The goal is to improve local infrastructure, boost the economy of these smaller towns and villages, and provide more employment opportunity. ; Local hiring: As part of our philosophy of transnational localism, we believe in hiring locally for each spoke office. This helps promote local talent and bring high-paying jobs back to the villages and towns where we are based.; Zoho Schools of Learning: Started in 2004, Zoho Schools of Learning (formerly Zoho University) provides training and employment for high school students and those holding or pursuing diplomas. Those inducted into Zoho Schools are trained by industry experts in the fields of their choice - technology, business, or design. The students are also trained in social skills. The course is completely free and students are paid a monthly stipend throughout its duration. Graduates from this program are automatically inducted into Zoho Corp.

  Equal opportunity

  As part of our efforts to tackle inequality, Zoho Corporation Limited have made efforts to provide equal opportunities and tackle workforce inequality.; Helping women restart their careers: Zoho Schools of Learning has begun a program called Marupadi. Aimed at helping women restart their tech careers after a break, Marupadi is a 3 month program comprising a mix of lectures, experiential learning and internships. At the end of the program, the candidates who've successfully completed training get to sit for exclusive face-to-face interviews for jobs at Zoho Corp.; Diversity and inclusion in hiring: All roles at Zoho Corporation are open to all people irrespective of gender, sex, race, ability, or religion. We hire solely based on skill and have a diverse team.; We eschew discrimination on any grounds, including age, colour, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, and other unique characteristics that define our associates. Instead, we espouse, fairness, striving to ensure that a merit-based approach allows wage parity among associates with comparable experiences and responsibilities, irrespective of their gender.; Accessible campus: Our campus has been designed to be accessible to all, including differently-abled colleagues. The layout design includes ramps and lifts in every building, allowing ease of mobility and access to all.; On-campus crèche and daycare: In our India office, we support new parents within the organization by providing them with on-campus creche, day-care and play school. ; Apart from the usual shuttle facilities, special cab service covering a certain distance is given for women during their third trimester.

  Wellbeing

  Zoho Corporation Limited adheres to industry standards in remuneration, ensuring that compensation is equitable across genders. Recognising the diverse needs of our people, we provide essential support such as parental leave, aligning with our efforts to build an organisation that values and cares for every individual.; We have trained medical practitioners and a dedicated medical clinic available on all days of the week. Employees can freely avail their services.; The Hazard Identification & Risk Assessment (HIRA) Framework is followed rigorously at the premises.; We provide in-house counselling to our employees for free via our team of trained and qualified therapists. ; We organize free medical check-ups for our employees on an annual basis.; We organize regular blood donation camps in association with various blood banks.; We have open house sessions conducted by the CEO periodically where employees can raise any concerns.; Day Care facilities for employee kids; The compliance monitoring framework involves ongoing reviews and enhancements of occupational health programmes, guided by feedback, data analysis, and emerging best practices.

Pricing

• Price: £31.20 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Contact Centre plan trial for 15 days with:; * Up to 3 Zoho Voice Admins and 30 Telephony agents; * Free local number; * 5 Voice Credits; * Multi-level IVR; * Dashboard; * Call Monitoring; * Queue performance metrics; All features can be explored using web, desktop, and mobile apps.
• Link to free trial: https://voice.zoho.com/app/zvt.jsp?tag=gclouduk

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at zohouk-gcloud@eu.zohocorp.com. Tell them what format you need. It will help if you say what assistive technology you use.