Muscat: Zoho Corp, a prominent worldwide technology company, today announced improved AI and work orchestration capabilities for its customer experience (CX) platform, all powered by Zia, Zoho's proprietary AI engine. These new features aim to remove technical barriers, allowing crossfunctional teams to easily adopt and work together in the CRM as they strive to provide better customer results.
"Multiple people in an organisation need access to customer information, yet historically, CRMs have been relegated to only sales teams," said Hyther Nizam, President Middle East and Africa (MEA) at Zoho. "As we democratize CRM with the introduction of CRM for Everyone, we also need to include capabilities that allow anyone to build and extend CRM using simple prompts, without having to be an expert in the system. " This is where Zia's advanced capabilities come into play. Now, anyone can make functions, workflows, and reports in CRM with a basic prompt. With Zia's image design capabilities, they can also customize the appearance of their CRM. ”
Available in all MENA nations, the newest improvements provide MENA companies with a strong set of tools, including enhanced capabilities from Zia and the addition of two key components: Connected Records and Connected Workflows. These innovations represent a considerable step toward making CX tools more intelligent, accessible, and collaborative across the board. Among Zia's advanced capabilities is Report Creation with Ask Zia, an agentic function that allows users to create a report by just providing a prompt. Zia then creates the report in real time, honoring the user's access rights and enabling them to view and even halt the process to make modifications before continuing. This is part of a larger deployment of agentic AI throughout Zoho's ecosystem. Similarly, Custom Module Creation allows users to set up their CRM using natural language, removing the need for programming. Users may now modify the system to their preferences using plaintext instructions, whether they’re building modules, changing field types, or modifying permissions.
Similarly, Workflow Creation with Ask Zia enables users to create and execute unique workflows using simple instructions. Zia functions as an intelligent agent, performing tasks on the user's behalf and significantly simplifying process automation. Meanwhile, Image to Canvas offers a unique imagetodesign function that converts static visuals into dynamic CRM layouts, adding user-friendly design on top of structured consumer data.
Building on the foundation of CRM for Everyone, Zoho continues to redefine how teams work together throughout the consumer journey. The introduction of Connected Records guarantees that work and context are automatically connected across several team modules, ensuring that customer information is constant and up to date across all touchpoints. In parallel, Connected Workflows acts as a coordination layer, automatically managing crossfunctional processes that span several departments, including sales, marketing, onboarding, finance, and legal. These features not only increase visibility and alignment across teams, but also guarantee that every consumer engagement is knowledgeable, timely, and consistent from beginning to end.
