Zoho integrates deep AI into CRM and enterprise browser

Zoho’s updated CX platform introduces advanced generative AI and orchestration features powered by Zia, designed to streamline CRM adoption by empowering cross-departmental users—not just sales or support—to easily access and act on customer data

Zoho Corporation has introduced major enhancements to its Customer Experience (CX) platform and launched Ulaa Enterprise, a secure, enterprise-grade version of its privacy-first browser. These developments mark a significant leap in Zoho’s strategy to integrate deep artificial intelligence into its product ecosystem, aiming to streamline operations, democratize access to CRM, and bolster enterprise cybersecurity.

The latest updates to Zoho’s CX platform include advanced generative AI and orchestration features powered by Zia, the company’s in-house AI engine. These features are designed to reduce the friction that often hinders CRM adoption by enabling users across departments—not just sales or support teams—to access and act on customer data. CEO Mani Vembu emphasized this inclusive approach, saying that "CRM for Everyone" is about allowing people from all parts of the organization to serve customers effectively. With Zia, users can add features or design layouts through simple text prompts, while also using image-to-design functions to personalize their CRM experience.

Zia’s expanded role in the CX platform introduces an agentic layer of automation. Users can now create reports using natural language prompts with Ask Zia, which generates the content according to user permissions and allows real-time interaction. If needed, users can override the AI’s process and resume it later, offering a seamless blend of automation and control. Another key enhancement is the no-code module creation, enabling users to customize CRM fields and permission settings using plain language commands.

Zia’s agentic capabilities also allow users to build automated workflows effortlessly. Whether it’s setting up triggers, assigning tasks, or coordinating multi-department processes, Zia acts on the user's behalf to streamline tasks. The image-to-Canvas feature transforms uploaded visuals into CRM-compatible design elements, letting users create functional, aesthetic dashboards without any coding.

To further support interdepartmental collaboration, Zoho’s CX platform now includes "connected records" and "connected workflows." These features ensure smooth coordination by linking work across team modules and orchestrating activities across departments. This guarantees that all stakeholders—from sales and marketing to finance and legal—have synchronized access to customer data throughout the customer journey, promoting consistent and informed engagement.

In parallel, Zoho has launched Ulaa Enterprise, a purpose-built browser developed to address growing cybersecurity risks in today’s browser-centric, cloud-first workplaces. With browsers now acting as both productivity enablers and security vulnerabilities, Ulaa Enterprise integrates AI-driven protections directly at the browser level. It includes features such as data loss prevention, granular policy controls, and real-time threat detection, all designed to protect enterprise environments without compromising usability.

Ulaa Enterprise, which follows the consumer launch of Ulaa in 2023 and its recent win in the Indian Web Browser Development Challenge, is built on the Chromium engine for familiarity while layering enterprise-grade security. Zia also powers Ulaa Enterprise’s productivity and security tools, including ZeroPhish, which preemptively detects phishing threats before users click on malicious links. It also improves tab management by intelligently grouping tabs based on behavior, aiding multitasking professionals.

For IT teams, Ulaa Enterprise provides centralized policy management, allowing control over extensions, permissions, and user activity. The browser includes robust DLP features to prevent sensitive data exposure during uploads, downloads, or clipboard actions. Detailed audit logs and real-time risk monitoring give administrators full visibility and control, making Ulaa particularly valuable for highly regulated industries like BFSI and government.

The browser’s deployment is lightweight and infrastructure-free, eliminating the need for complex virtualization. Its cross-platform availability—including support for Android and iOS—ensures consistent security across hybrid workforces.

Together, the revamped CX platform and the launch of Ulaa Enterprise reflect Zoho’s holistic approach to solving key enterprise challenges through privacy-conscious, AI-integrated tools. As businesses increasingly seek to unify customer engagement, enhance operational agility, and secure their digital environments, Zoho continues to position itself as a vital partner in enterprise transformation.

Pricing and Availability

CX Platform: Unless explicitly stated otherwise, AI capabilities are included in license costs for customers. CRM For Everyone: Team user (non-sales CRM users) licenses start at  ₹400 per user per year on all paid editions of Zoho CRM. 

Ulaa Enterprise: It’s priced at ₹40 per device per month, with a yearly option of ₹365 per device per year. A three-month free trial is also available for businesses to explore the full feature set.