Integrate your Zoho apps with Twilio Flex

The Ciptex Twilio Flex for Zoho integration allows Zoho users to use all the ominchannel contact centre features of Twilio Flex and Ciptex RACE from within Zoho CRM. Providing Screen pops, Click 2 Call and Call recording and Call records and Dispositions. PCI Compliant Telephone payments are also possible.

The RACE-in-Zoho consists of two main components: Zoho PhoneBridge and the Ciptex RACE contact centre for Twilio Flex.

Zoho PhoneBridge

This is the layer which allows you to interact with Zoho when you're in calls. It will show you who is calling and if they exist as a contact or lead within Zoho, allow you to add the phone number of the caller as a new number against an existing lead or contact, create a new lead or contact while in the call and disposition calls during wrap up, creating call records against the contact / lead and posting call recordings onto call records.

PhoneBridge will appear whenever you are in a call.

Ciptex RACE

Ciptex RACE is the contact centre enhancement for Twilio Flex which connects you to clients and other agents and allows you to control your calls with the facility to:

• Hold / unhold calls
• Mute / unmute yourself
• Transfer a call to another agent, both warm and cold transfer
• Accept and end calls 
• Listen to voicemails

RACE also facilitates all inbound communication and routes calls to the right agent based on the contact owner and based on agents' skills (sales, student fees, student support). It also selects the right CLI to be displayed to the client on outbound calls based on their location. 

You can access RACE using the RACE icon in the bottom bar, in the bottom-right corner. Note: training docs will have a blank space rather than a phone icon in any screenshots

Known Issues

• Occasionally PhoneBridge won't work when you first log in or when you refresh the page. To force it to work, initiate an outbound call, allow it to connect, then end the call and close the disposition screen. All calls will now pop a PhoneBridge window until you next refresh your browser - we are working with the Zoho team to get this bug resolved
• RACE can only work in one tab, which means you should only ever have one Zoho window open and you should never have both flex.twilio.com and Zoho open while taking calls as this may cause issues with call control
• On first login and after a refresh, it will take about 5 seconds after the Zoho screen has fully loaded for RACE to initialise. You cannot make or receive calls during this period