Zoho rolls out maiden context-conscious helpdesk software

Zoho today announced launch of 'Zoho Desk', the industry's maiden context-aware helpdesk software and first such product developed in rural India by a team in Tenkasi of southern Tamil Nadu.
Zoho Desk uses customer data from past interactions and from other Zoho products like Zoho CRM to organise tickets and intelligently present information to agents so that they can better understand a customer's problem and resolve it effectively, a top company official said.
"Zoho has challenged the conventional wisdom... We built the first software product from India when IT services were the rage and established them in the global market. We are now showcasing something that has never been done before: the first software product created in rural India, world-class in its refinement, competing with the best," said Zoho Corp Chief Executive Officer Sridhar Vembu.

What started out five years ago as a small team of three engineers has developed into a team of over 150 people in rural surroundings near Tenkasi, added Vembu.
"In an industry where companies have come to believe that the only location that matters in the cloud is a few square miles of downtown San Francisco, we are proving that a determined and sincere group of people can build path-breaking products anywhere," Vembu said.
"We believe that rural talent should not have to leave home to find opportunity. Our broken urbanisation model creates severely overcrowded and polluted mega-cities and denudes rural areas of talent. That is why what Zoha Tenkasi is doing matters."

Zoho Desk, the sixth product launched by the company this year, helps companies deliver the right solution at the right time.

Its clean user interface packs innovations like Work Modes that helps agents send context-aware response, the Headquarters dashboard enabling visibility managers to make better decisions and the Team Feed to help the entire company participate in customer service.
Vembu said Zoho Desk is available immediately and free up to 10 users.
The company said Zoho was the only cloud platform that runs entire business and offers a comprehensive suite of business applications, specifically suited for small and medium businesses.

It has 4,000 people working across six global locations to serve more than 20 million users across the world.
Zoho is headquartered in Pleasanton, CA, with international headquarters in Chennai and has offices in Austin, London, Yokohama and Beijing.