Zoho Voice

4.0 (45)
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Cloud-based business phone for SMB sales and support teams

Overall rating

4.0 /5
(45)
Value for Money
3.8/5
Features
3.6/5
Ease of Use
4.2/5
Customer Support
4.2/5

76%
recommended this app
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45 Reviews

Gavin
Gavin
Overall rating
  • Industry: Leisure, Travel & Tourism
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Zoho Voice good for SMB's who use the Zoho Eco system

Reviewed on 2024/09/25

The best part is the support team who are always willing and dedicated and try to find work...

The best part is the support team who are always willing and dedicated and try to find work solutions.

Pros

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.

Cons

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.

Jessica
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Improving Everyday - Proven to be a great product

Reviewed on 2024/11/22

In the beginning we struggled with quality, but customer service consistent throughout and they...

In the beginning we struggled with quality, but customer service consistent throughout and they improved quickly!

Pros

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

Cons

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

Alternatives Considered

RingCentral Contact Center

Reasons for Choosing Zoho Voice

Being removed from zoho as an option for integration

Switched From

Twilio

Reasons for Switching to Zoho Voice

Wanted to try staying with zoho - price seemed better as well
vignesh
Overall rating
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Great IVR Integration tool

Reviewed on 2025/01/17

Great plans for solo, team, office and corporate users. Compare the pricing, calling, contact...

Great plans for solo, team, office and corporate users. Compare the pricing, calling, contact center, IVR, voicemail, integrations and other features of each plan and choose the best one for your needs.

Pros

plans for solo, team, office and corporate users.

Cons

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

Ryan
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 2.0 /10

I WISH it was better. I WANT it to be better. I'm beating myself up waiting.

Reviewed on 2024/12/04

Support is responsive, but the app is not well polished.

Support is responsive, but the app is not well polished.

Pros

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

Cons

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.

Reasons for Choosing Zoho Voice

Integration with Zoho Suite. Desk. CRM.

Switched From

Google Voice

Reasons for Switching to Zoho Voice

Integrations. I want to be able to see all customer communication via a single dashboard.
Ed
Overall rating
  • Industry: Accounting
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Zoho Voice love how it works, not setting it up

Reviewed on 2024/11/23

Once its up and running it is easy and convenient to use.

Once its up and running it is easy and convenient to use.

Pros

the integration with other Zoho products

Cons

It can be confusing with multiple ways to configure

Alternatives Considered

Dialpad

Reasons for Choosing Zoho Voice

Features and price. The abililty to integrate with our other Zoho products.

Switched From

Dialpad

Reasons for Switching to Zoho Voice

Features and price. The abililty to integrate with our other Zoho products.
Martin
Overall rating
  • Industry: Hospitality
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Chief Operating Officer

Reviewed on 2024/11/11

Good set up experience, but sometimes hard when it goes into details because certain features and...

Good set up experience, but sometimes hard when it goes into details because certain features and processes are not yet documented.

Pros

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

Cons

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

Alternatives Considered

Aircall

Reasons for Choosing Zoho Voice

Integration and better monitoring including not having a self hosted system

Switched From

3CX

Reasons for Switching to Zoho Voice

Pricing and ZOHO Suite integration (CRM/ Desk)
Chris
Overall rating
  • Industry: Food & Beverages
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 3.0 /10

Needs work but promissing

Reviewed on 2024/11/26

Stability is a big concern. I switched off of Ring Central but may have to go back.

Stability is a big concern. I switched off of Ring Central but may have to go back.

Pros

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

Cons

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.

Luke
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Zoho Voice Review

Reviewed on 2024/11/22

Overall I've had a good experience with Voice. I'm still learning with the software but I feel the...

Overall I've had a good experience with Voice. I'm still learning with the software but I feel the integration with the other applications works well

Pros

I like the integration it has with the other Zoho products

Cons

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 Considered

Twilio

Reasons for Choosing Zoho Voice

3cx did not integrate with both CRM and Desk which I felt was vital. It was a one or other option

Switched From

Flowroute and 3CX

Reasons for Switching to Zoho Voice

Again the integration with the other zoho applications was the deciding factor
Kip
Overall rating
  • Industry: Financial Services
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Great but not the greatest yet!

Reviewed on 2024/12/03

The customer service has been outstanding.

The customer service has been outstanding.

Pros

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

Cons

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.

Shanye
Overall rating
  • Industry: Telecommunications
  • Company size: 2–10 Employees
  • Used Monthly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great Telephony option

Reviewed on 2024/10/09

It has been overall good for what I need it for

It has been overall good for what I need it for

Pros

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

Cons

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

Alternatives Considered

Freshcaller, RingCentral Contact Center and XCALLY

Reasons for Switching to Zoho Voice

I use freshcaller with Zoho because of its crm, the other two are too expensive for me right now or i would be using them
Darrin
Overall rating
  • Industry: Government Administration
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Non-Sales Review of Zoho Voice

Reviewed on 2024/09/25

Love the support we get in Zoho Voice! I find that we get a quicker and better response in Voice...

Love the support we get in Zoho Voice! I find that we get a quicker and better response in Voice than we do in Desk. Kavi is great and responds to the majority of items we sent. I like the chat feature also, and wished Desk had that.

I will say in the beginning we were hoping for some help in getting us set-up or to show us some best practice ideas. We tried the on-boarding calls in the beginning but they were with other clients and we didn't learn a whole lot. I think we'd use the system more, if we knew the things we don't know.

Pros

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

Cons

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.

Alternatives Considered

Amazon S3

Reasons for Choosing Zoho Voice

Originally were going to make the switch to Amazon Web Services which the State of Colorado has an umbrella contract with. We wanted both a new call center piece and a ticketing piece and the State's contract with Amazon was only for voice. We needed to make a switch to replace that old software to get away from an IP phone and make changes to the system such as call prompts was not an easy or quick change.

Reasons for Switching to Zoho Voice

Wanted a new phone and ticketing system at the same time. Found that Zoho Voice integrated with Zoho Desk with little start-up costs.
Lance
Overall rating
  • Industry: Executive Office
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Seamless, Professional, and Easy-to-Implement Voice Solution

Reviewed on 2024/09/25

Overall, as a Zoho One user, we are very pleased with Zoho Voice. The platform is user-friendly,...

Overall, as a Zoho One user, we are very pleased with Zoho Voice. The platform is user-friendly, robust, and offers a lot of value. Zoho continues to improve their products, and we appreciate the regular updates that add new features and enhancements. Zoho Voice has significantly streamlined our communication system, helping us operate more efficiently and professionally. Despite a few minor issues, it’s a great product that we’d definitely recommend to other businesses looking for a solid, integrated phone solution.

Pros

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.

Cons

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.

Reasons for Choosing Zoho Voice

We switched to Zoho Voice because we were looking for a more integrated solution that works seamlessly with the rest of our Zoho applications. As Zoho One users, having a unified communication platform that integrates with our CRM, Projects, and other tools was a key factor. Zoho Voice offered an easy-to-use and customizable system that allowed us to improve our business phone operations without the need for complex setups or additional software. The wide range of features, such as IVR, call routing, and system integration, made Zoho Voice an ideal choice for our growing needs.

Switched From

8x8 Work

Reasons for Switching to Zoho Voice

We chose Zoho Voice over other products because of its seamless integration with the Zoho ecosystem, which was essential for us as Zoho One users. Unlike other solutions, Zoho Voice allows us to manage our business communications in a way that’s fully synchronized with our CRM, email, and other business tools, which boosts our productivity and operational efficiency. The platform also offered a comprehensive set of features like IVR, call queues, and system integration, which other products didn’t provide at the same level of customization and ease of use. Additionally, Zoho’s reputation for continuous improvement and customer support gave us confidence that this was the right long-term solution for our business.
Michael
Overall rating
  • Industry: Insurance
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

ZOHO VOICE - Must have - and get CRM with it.

Reviewed on 2024/09/24

Overall experience is excellent. Easy to use, support is great, linking with crm is a huge bonus,...

Overall experience is excellent. Easy to use, support is great, linking with crm is a huge bonus, and the way it's customizable. Price Point is EXCELLENT TOO. Value to cost is really good.

Pros

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.

Cons

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 Considered

NinjaOne

Reasons for Choosing Zoho Voice

Zoho offers more features all integrated in one place....ease of use.....customizable the way I want it and with the way I use it.

Switched From

Systeme.io

Reasons for Switching to Zoho Voice

Pricing, functionality, customization and ease of use. Having everything I need in one place.
Atul
Overall rating
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Excellent - Budget friendly

Reviewed on 2024/10/11

Decent but it needs improvement to feel like RingCentral.

Decent but it needs improvement to feel like RingCentral.

Pros

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

Cons

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

Andrew
Overall rating
  • Industry: Law Practice
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Growing phone product.

Reviewed on 2024/09/24

Pretty good overall. A little new so some features aren't available yet, but it's clear that zoho...

Pretty good overall. A little new so some features aren't available yet, but it's clear that zoho is putting the value proposition first.

Pros

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

Cons

Expected closer integration to zoho crm.

Rogelio
Overall rating
  • Industry: Telecommunications
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Streamlined Communication with Powerful Features

Reviewed on 2024/09/24

My overall experience with Zoho Voice has been very positive. It’s a robust tool that has greatly...

My overall experience with Zoho Voice has been very positive. It’s a robust tool that has greatly improved the efficiency of our customer service team by simplifying call management. I would definitely recommend it to other businesses looking to optimize their communication systems.

Pros

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.

Cons

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.

Verified Reviewer
Overall rating
  • Industry: Business Supplies & Equipment
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Excellent Product

Reviewed on 2024/09/24

Great experience so far. Once the pain of setup and migration is complete, it is very easy to use.

Great experience so far. Once the pain of setup and migration is complete, it is very easy to use.

Pros

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

Cons

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.

Rita
Overall rating
  • Industry: Financial Services
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Good VOIP Solution for Zoho Users

Reviewed on 2024/11/22

Have been using for about 9 months. No complaints.

Have been using for about 9 months. No complaints.

Pros

Integration with other Zoho One solutions.

Cons

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

Alternatives Considered

Dialpad and RingCentral Contact Center

Switched From

Zoom Phone

Reasons for Switching to Zoho Voice

Integration with other Zoho One products
Ryan
Overall rating
  • Industry: Printing
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 4.0 /10

Review of zoho voice

Reviewed on 2024/11/22

I like the fast chat support service and it has a ton of potential

I like the fast chat support service and it has a ton of potential

Pros

it somewhat integrates with other zoho products

Cons

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

Sud
Overall rating
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Integrated telephony for Zoho CRM

Reviewed on 2024/10/13

Excellent. There is some room to make pricing a bit more competitive.

Excellent. There is some room to make pricing a bit more competitive.

Pros

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

Cons

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 Considered

Google Voice and RingCentral Contact Center

Reasons for Switching to Zoho Voice

Integration with CRM. Potential integration with other Zoho apps.
Yonatan
Overall rating
  • Industry: Alternative Medicine
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Good product

Reviewed on 2024/10/15

Pros

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

Cons

Pricing for additional agents is too high

Edward
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Small SAAS Company Solution

Reviewed on 2024/09/24

so far, so good but spending lots of time looking for workarounds in order to make it a success. ...

so far, so good but spending lots of time looking for workarounds in order to make it a success. However, with all Zoho products, support is great and improvements are quick, so looking forward to future updates.

Pros

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

Cons

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

Oscar
Overall rating
  • Industry: Insurance
  • Company size: Self Employed
  • Used Daily for Free Trial
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

The most user-friendly VoIP system out there!

Reviewed on 2024/10/09

Its been good so far and I am hoping this changes to great in the near future

Its been good so far and I am hoping this changes to great in the near future

Pros

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

Cons

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

Alternatives Considered

Pipedrive

Reasons for Choosing Zoho Voice

Previous CRM and VoIP was way too expensive and hard to navigate, I had Zoho set up in less than 5 minutes

Switched From

HighLevel

Reasons for Switching to Zoho Voice

ease of use and affordability, less steps when it comes to getting system set up
Chris
Overall rating
  • Industry: Legal Services
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Zoho Voice

Reviewed on 2024/09/24

expensive and not easy to integrate would change back to ring central if had the time

expensive and not easy to integrate would change back to ring central if had the time

Pros

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

Cons

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

Ricardo
Overall rating
  • Industry: Entertainment
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

review survey

Reviewed on 2024/11/24

good app amd is helpful to reach customers

good app amd is helpful to reach customers

Pros

helpful with the agents and features i am so in lnlove

Cons

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