predictive dialer with zoho CRM

[HiroNikuyama]

Hi thank you for your support.

We understand 3CX can handle predictive dialer.
https://www.3cx.com/docs/cfd-predictive-dialer/

Now is it possible to operate it with zoho CRM?

Perhaps letting 3CX communicate with the CRM for campaign list to dial,
popup contact info on the CRM when a call is answered.

 

[edossantos]

You can build this yourself using the CFD. You can invoke the REST API provided by Zoho CRM to get a number to call from a campaign, and then make a call to that number. Please note that you will need to develop this, there is no solution out of the box providing exactly what you need.

When you make a call to a CRM contact, and then pass this on to an agent, if the CRM integration with Zoho is enabled, your agent will get the popup, as if you would be dealing with an inbound call from this customer.

 

[VoIPTools]

As @edossantos mentioned, there is a Call Flow Designer "predictive" dialer example. However, this example is really just a starting point for building a production dialer. To actually build a production-ready dialer will require significantly more work.

Further, I think we need to clarify the definition of what "predictive" means in the case of this example. This example makes calls based on the number of available agents. It does not take into account the average call length or the average number of calls required to get a human on the phone, to determine when to place calls, or how many simultaneous calls to make. Nor does it perform voicemail detection. These are all mandatory features of a true "predictive" dialer. I'm not discounting the value of the dialer example, but I thought it was important to understand the scope of the "predictive" aspects of the example.

Then to layer on top of the above requirements, adding an integration with Zoho is going to require further development work. This is not something the dialer example can do out-of-the-box. You will have to handle the 2-factor authentication required by Zoho, and lean their API and perform the Zoho queries yourself.

To actually build a functional dialer based on a Zoho campaign would be a fairly significant undertaking. It is completely feasible, but it would be a lot of work.