Zoho has long been known for providing affordable, easy-to-use software for growing businesses, and their Zoho Call Center solution is no exception. Integrated into the Zoho ecosystem via Zoho Voice and Zoho CRM, it allows companies to manage inbound and outbound calls, track communication history, and improve support and sales processes.
But as call center expectations evolve in 2025, many teams find themselves asking: Is Zoho’s native call handling enough on its own? Or is it better when paired with a smart, AI-powered voice platform like FreJun?
In this blog, we’ll explore what Zoho Call Center offers, where it shines, where it struggles, and why forward-thinking teams are extending its value with a solution like FreJun, designed for real-time insights, CRM automation, and better call outcomes.
Table of contents
What Is Zoho Call Center?
Zoho Call Center isn’t a standalone product — rather, it’s a voice-calling layer built into Zoho CRM and Zoho Voice. Users can purchase Zoho Voice credits or integrate third-party providers like Twilio and RingCentral to enable telephony within their CRM or support interface.
It’s a good starter option for teams already using the Zoho ecosystem, offering basic features like click-to-call, call logging, IVR (Interactive Voice Response), and voicemail.
But in 2025, call handling isn’t just about placing a call — it’s about capturing insights, analysing sentiment, automating follow-ups, and building a smarter, more responsive customer experience.
Pros and Strengths Of Zoho Call Center
There are definitely benefits to using Zoho Call Center, especially if your team already operates within the Zoho ecosystem:
- Easy Setup: No coding required; works natively within Zoho tools.
- Affordable: Pricing is budget-friendly for startups and SMBs.
- Good for Internal Use: Ideal for handling internal support or sales coordination.
- CRM Visibility: All call activities are tracked and viewable within Zoho CRM.
- Global Reach (with VoIP): Twilio/partner integrations allow international calling.
For startups and teams just getting into voice, these benefits are useful. But to compete in modern sales and service, teams increasingly need more intelligence, flexibility, and control.
Limitations and Cons Of Zoho Call Center
As powerful as Zoho’s native tools are, there are critical gaps when it comes to running a high-performance call center:
- No Real-Time AI or Transcription: No live call transcription, no keyword tagging, no sentiment scoring.
- No Predictive Dialer: All calls are manual or queue-based; no smart dialling or call prioritisation.
- Limited Coaching Tools: No whisper/barge, no call scoring, no rep dashboards.
- Minimal Workflow Automation: Follow-ups must be created manually unless rules are deeply customized.
- Limited Analytics Depth: No advanced tracking for call conversions, talk-time efficiency, or call trends.
This is where FreJun shines — by turning Zoho’s foundation into a smart, AI-powered command center for voice engagement.
Why FreJun Is the Smartest Add-On for Zoho Call Center
If you’re using Zoho CRM and wish your call functionality did more, FreJun is your perfect match.
FreJun plugs directly into Zoho CRM and instantly enhances it with powerful call automation, AI transcription, multi-channel outreach (voice, SMS, WhatsApp), and performance tracking. It’s built for modern teams who want to automate their workflows and gain insights from every conversation.
Why FreJun is better with Zoho than any other add-on:
- Instant CRM Sync: Every call, note, and recording auto-logs to Zoho CRM in real time.
See How FreJun Integrates with Leading CRMs
- AI Transcription & Sentiment: Calls are transcribed and scored for mood, urgency, and next actions.
Discover How FreJun’s Call Recording Works
- Predictive Dialer: FreJun connects you with the right lead at the right time — intelligently.
- Click-to-Call Across Channels: Start calls, WhatsApp chats, or SMS from inside Zoho CRM.
- Performance Analytics: Gain insights into team performance with detailed call metrics and reporting.
How FreJun’s AI Enhances Business Communication
Pricing:
Standard: Begins at $14.49 per user, per month
Professional: Starts at $16.69 per user, per month
G2 Reviews: 4.9/5
FreJun also delivers enterprise-grade security, with full DoT compliance, consent logging, and encrypted data storage — critical for industries like finance, healthcare, or recruitment.
CRM Automation: Transforming Zoho Call Center into a Sales Engine
While Zoho Call Center offers a functional starting point for logging calls and tracking basic activity, it doesn’t fully unlock the power of CRM automation — especially when your team needs to scale faster, follow up smarter, and close deals with more precision. That’s exactly where FreJun makes all the difference.
Think about what a rep does after every call: they write notes, tag contacts, update lead status, schedule a follow-up, and maybe send an email.
With FreJun’s CRM automation, all of that happens automatically.
Every call is synced to Zoho CRM in real time, along with the full transcription, sentiment analysis, duration, and outcome. Based on what was said in the call, FreJun can trigger actions like:
- Auto-updating lead status (e.g., from “Contacted” to “Follow-Up”)
- Assigning a task to a sales rep based on urgency or tone
- Logging conversation highlights as timeline notes
- Triggering a workflow (like sending a proposal or survey)
- Scheduling callback reminders without agent input
- Adding tags based on detected intent or keywords
This turns Zoho CRM into a living, breathing system that actively supports your sales and support teams, without them having to babysit it.
Why it matters:
- Reps sell more, input less: No more wasting 3 – 4 hours/day on data entry.
- Smarter follow-ups: The system knows when and why to reconnect.
- Closed-loop workflows: FreJun can automatically start email sequences, assign deals, or notify managers based on what happened in a call.
- Zero data loss: Everything is recorded, tagged, and logged in your CRM.
Whether you’re running outbound campaigns or managing incoming support, this level of CRM automation transforms Zoho Call Center from a functional tool into a fully optimized growth engine. Your team will operate faster, your pipeline will be cleaner, and your customers will feel the difference
Key Takeaways
Zoho Call Center offers a solid starting point for voice capabilities inside the Zoho ecosystem, especially for small support teams. But in 2025, conversations need context, automation, and intelligence.
That’s why so many growing teams use FreJun to supercharge their Zoho workflows. From predictive dialling to AI-powered transcription and CRM automation, FreJun transforms Zoho’s native voice layer into a modern call intelligence platform.
If your team is serious about connecting faster, following up smarter, and closing more, FreJun + Zoho is the combination that delivers.
Final Thoughts and Recommendations
In today’s customer-first era, a call center is no longer just a place where agents answer phones — it’s a critical engagement hub that connects prospects, customers, and business teams in real time. The success of your operations depends on how quickly your team can respond, how intelligently they can communicate, and how effectively they can log and act on every conversation.
Zoho Call Center offers an accessible and easy-to-set-up solution for businesses already invested in the Zoho ecosystem. It’s particularly valuable for small to mid-sized companies looking to unify CRM and basic telephony. If your needs are simple — like routing inbound calls, logging activity, or enabling click-to-call — Zoho does the job well at a very competitive price point.
That’s where FreJun becomes essential.
FreJun enhances your Zoho Call Center by turning it into a modern communication command center. It seamlessly integrates with Zoho CRM to deliver AI-powered transcription, sentiment analysis, click-to-call, predictive dialling, WhatsApp/SMS engagement, and automatic workflow triggers — all inside your existing Zoho interface.
This means no more toggling between apps, no more missed follow-ups, and no more guessing what happened on a call. So if you’re currently using Zoho Call Center — or planning to — and you want to maximize its value, FreJun is the upgrade your business deserves.
It’s the difference between a basic dialer and a fully optimised calling engine. Between manual hustle and automated intelligence. Between the status quo and sales momentum.
Further Readings – 7 Reasons Why Startups Outgrow Tello Mobile and Switch to Business Calling Solutions
FAQs
A: Not exactly. It’s offered as part of Zoho CRM or Zoho Voice, so you’ll need to use Zoho’s ecosystem to access its call features.
A: Yes! FreJun integrates natively with Zoho CRM, enabling features like click-to-call, automatic call logging, AI-powered transcriptions, and more — right inside your CRM.
A: Not necessarily. FreJun can function as a complete voice solution or work alongside Zoho Voice, depending on what your team needs.
A: Setup is quick and user-friendly. Most teams get fully onboarded with FreJun in under a week, with personalised onboarding support included.
A: Absolutely. FreJun is designed for both outbound sales and inbound support, offering tools for high-volume calling, automation, and CRM sync — ideal for any customer-facing team.
Subhash is the Founder of FreJun, the global call automation platform. With 8+ years of entrepreneurial experience, FreJun was established to help customers with their voice communication needs. The goal of FreJun is to develop cutting edge technology and solutions to help customers.