Zia for Calls in Zoho CRM | AI Call Intelligence | 1 Cloud Consultants

Zia for Calls

Sales calls contain a rich stream of information — customer sentiment, objections, buying signals, agreed actions — but that information typically disappears the moment the call ends. Zia for Calls captures and analyses that information automatically, turning call recordings into structured, searchable intelligence that can be reviewed, acted on, and used to improve future conversations. The feature operates across two complementary layers: Call Transcription, which converts audio recordings to text, and Zia Call Intelligence, which analyses that text to surface sentiment, emotion, intent, and scoring data.

Call Transcription

Call Transcription automatically converts recorded call audio into plain text, appearing as an attachment within the call activity record in Zoho CRM. Each line of the transcript is attributed to the relevant speaker. Transcription is powered by Google's speech recognition service. It operates in English only and applies to calls made after the feature is enabled — historical recordings are not processed.

Setting up Call Transcription:

  1. Navigate to Setup > Communication > Call Transcription
  2. Review and agree to terms, then authorise access (Zoho processes audio via an external speech recognition service)
  3. Set a monthly transcription minute limit — billed at approximately $0.012 per 30 seconds of audio; maximum 18,000 minutes (300 hours) per organisation per month
  4. Select which users, roles, profiles, or territories transcription applies to
  5. Choose target modules (e.g. Leads, Contacts, Deals) and call directions (incoming, outgoing, or both)
  6. Set a maximum call duration threshold to avoid processing very long calls
Prerequisite: Call Recording must be enabled in your Zoho CRM telephony setup before Call Transcription can be activated. Transcription only processes calls made after the feature is switched on — it does not retroactively transcribe existing recordings.

Zia Call Intelligence

Once a call transcript exists, Zia Call Intelligence analyses the content to extract structured insights — surfaced directly on the call activity record for review by the representative or their manager.

Intelligence feature What it provides
Call SentimentCategorises the overall tone as positive, negative, or neutral — giving managers an at-a-glance read on a call without listening to the full recording
Call IntentIdentifies the customer's primary intent during the call, helping representatives follow up with the most relevant next action
Emotion DetectionIdentifies specific emotional states across eight categories: Happy, Enthusiasm, Discontentment, Frustration, Gratitude, Trust, Confusion, and Neutral
Call SummaryAutomatically generates a single-line summary of the key content spoken by the customer, reducing reliance on manual note-taking
Call ScoringProduces a customer satisfaction score and a politeness score evaluating the representative's use of courteous and professional language
Call HighlightsIdentifies and colour-codes important keywords within the transcript, categorised as Person, Organisation, Location, Date, Email, Phone, Key-Phrase, or Key-Sentence

To enable Call Intelligence, navigate to Setup > Zia > Communication > Call Intelligence and toggle the feature on. Individual intelligence features can be disabled independently if not relevant to your workflow.

Data centre note: Zia Call Intelligence is available across all Zoho CRM data centres except Japan. Organisations hosted on the Japan data centre cannot currently access this feature.

Availability

Feature Requirement Limitation
Call TranscriptionProfessional and above; call recording enabledEnglish only; max 18,000 min/month; historical calls not processed
Zia Call IntelligenceProfessional and aboveNot available on Japan data centre
Need help? 1 Cloud Consultants configure Zoho CRM telephony, call transcription, and Zia Call Intelligence for UK and Ireland sales teams. Book a discovery call.