Genesys Zoho CRM integrationCalls from every queue on the right Zoho record
Genesys Cloud connectors for Zoho CRM are listed on the Zoho Marketplace by third-party developers. If you already use one, we set it up and extend it. If not, we build the connection with the Genesys Cloud Embeddable Framework and APIs and the Zoho CRM API, so agents work calls inside Zoho and every call is logged on the right record.
- Marketplace connector set up and extended, or built through the APIs
- Callers matched by phone, or created as leads
- Queue, agent and wrap-up data on every call in Zoho CRM
900+ integrations completed · We sign BAAs
- • Inbound call
- • Call from a new number
- • Each call
- • Wrap-up notes
- • Click-to-dial
Queues in Genesys, follow-up in Zoho
Without the two connected, agents look up callers by hand, wrap-up notes stay in Genesys Cloud, and nobody can see in Zoho CRM which calls turned into deals.
What it does
What the Genesys Zoho CRM integration handles
Connector or API build
We set up a Zoho Marketplace connector when it fits your process, or build the connection through the Genesys Cloud and Zoho CRM APIs.
Agent desk inside Zoho
The Genesys Cloud Embeddable Framework puts the agent desk in Zoho CRM, so agents answer, dial and wrap up without switching screens.
Screen pop and caller match
Inbound calls are matched by phone to the lead or contact, with numbers normalized first so one caller stays one record.
Leads from new callers
A call from a new number creates a lead, with your lead source and owner rules applied.
Calls in the Calls module
Each call is logged in the Calls module with direction, duration, queue, agent and wrap-up code, next to notes and tasks.
Click-to-dial
Agents call from the lead, contact or deal, and the outbound call is logged on the same record.
Genesys call center dashboards
Calls, queues and outcomes next to leads and deals, in Zoho reports or a call center dashboard we build.
Try it: connect two systems
Click and drag the blue plug back, then let go to connect Genesys to Zoho CRM.
AimingData that flows
Genesys Zoho CRM integration: both directions, field by field
- Inbound callScreen pop on the matching lead or contact
- Call from a new numberCreates a lead
- Each callLogged in the Calls module with queue, agent and wrap-up code
- Wrap-up notesSaved on the call record
- Recording linkOpened from the record
- Click-to-dialCalls placed from the lead, contact or deal
See your own Genesys Cloud + Zoho CRM map
A free call maps your fields and data flow, so you see exactly what the integration would do before anything is built.
Built for real life
Genesys Zoho CRM integration: the hard parts, already solved
Transfers between queues
A call that moves between queues or agents is logged once on the record, with the handling agent kept.
Lead or deal
When a caller already has an open deal, the call can be logged where your team is working it.
Same caller, different formats
Numbers are cleaned to one format before matching, so a caller does not end up on two leads.
What clients say
The JTS team are extremely knowledgeable when it comes to advertising attribution and maximizing the potential of customer and leads. They know software extremely well, and how all the pieces fit together perfectly. I highly recommend his services to anyone looking to streamline their technology and maximize their sales potential.
I have been thoroughly impressed with the results. JTS team expertise in systems and software integration has given me clear and concise reports, they help me also with generating qualified leads, has been instrumental in driving my business forward. Thank you for everything you have done for my business.
For the past five years, Journeys Through Search has been an incredible marketing company to assist in our PPC, web development and support. Quick responses, vast knowledge and marketing creativity made them such a value add to our organization.
How it works
How the Genesys Zoho CRM integration goes live
- 1
Book a free call
We look at how calls reach your team today, which queues and agents take them, and what your team needs to see on the record.
- 2
Mapping
Which records calls match or create, which fields carry over, and where calls, notes and recordings are logged, agreed first.
- 3
Set up and test
The native integration set up or the API build done, then tested with real calls before your team relies on it.
- 4
Go live
Running in the background, with support if your numbers, queues or process change.
Working with us
US and overnight hours
Our teams cover all hours, so work keeps moving after your day ends.
AI agents in the workflow
We use AI agents in development and content creation, on a HIPAA-compliant Claude Enterprise license, so builds move faster.
900+ integrations completed
We have done this before, and it shows in how we plan and test.
Free call first
Honest advice before any work starts, even if you never hire us.
Who the Genesys Zoho CRM integration is for
- Contact centers on Genesys Cloud with teams working leads in Zoho CRM
- Sales and intake teams that take calls in queues
- Managers who want queue activity tied to deals in Zoho
Genesys Zoho CRM integration FAQ
Is there a native Genesys Cloud integration for Zoho CRM?
Connectors from third-party developers are listed on the Zoho Marketplace. We set one up and extend it, or build the connection through the Genesys Cloud and Zoho CRM APIs.
Where are calls logged in Zoho CRM?
In the Calls module, on the matching lead, contact or deal, with queue, agent and wrap-up code.
Can we get Genesys call center dashboards in Zoho?
Yes. Once calls and outcomes are on Zoho records, we build reports and dashboards that show them next to leads and deals.
How is it priced?
By project, not by the hour. The first call is free, and you get a project quote after it.