Zoho launches new customer experience platform

The new all-in-one platform empowers Sales, Marketing, Customer Support, and Operations to work as one

Zoho launches new customer experience platform - CIO&Leader

Zoho today unveiled the next generation of Zoho CRM Plus, its all-in-one customer experience platform that empowers Sales, Marketing, Customer Support, and Operations to work as one. Now, Zoho customers have complete visibility of their customers across departments rather than partial views. Fueled by Zia, Zoho’s AI-powered assistant, and the enhanced Zoho Analytics, Zoho’s business intelligence and reporting platform, Zoho CRM Plus helps businesses deliver superior customer experiences, by allowing users to deeply understand customer sentiments, delight customers across channels, and adeptly prescribe actions to keep customers content throughout their journey—all from one place.

Besides, Zoho also announced updates to its existing products:

Zoho Analytics: The new release unleashes the power of data blending and artificial intelligence, enabling organizations to analyze massive amounts of data in a much more efficient way and derive cross-functional business insights.

Zia, Zoho’s intelligent assistant based on machine learning (ML) and artificial intelligence (AI) technologies, is now part of Zoho Analytics. Users can ask Zia questions such as, “What was my monthly sales for the last year across regions?” Zia converts such questions to complex SQL queries in the back end and gives answers in the form of visual reports, without users having to create them manually.

Zia can auto-blend data and understand questions that span across business apps, for example “Give me the revenue per employee” - where revenue comes from the accounting app, and employee count comes from the HR app. Zia comes up with multiple suggestions as possible answers, from which users can choose the relevant report.

Zoho Desk: Zoho Desk adds artificial intelligence and process automation capabilities as the product surpasses 150% growth in new business year over year.

Zoho Social: The new version provides deep analytics into social media metrics such as reach, impression, and engagement, while the latest Facebook Lead Form integration with CRM field-mapping allows users to map and sync lead information from Facebook Lead Ads with records in Zoho CRM.


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