RingCentral Announces RingCX for Salesforce Service Cloud Voice on Salesforce AppExchange

RingCentral, Inc. , a global leader in AI-powered business communications, announced it has launched RingCX for Salesforce Service Cloud Voice on Salesforce AppExchange, a leading enterprise marketplace for partner apps and experts, empowering customers to deliver a unified and streamlined experience for agents by integrating RingCentral’s digital channel and voice capabilities into Salesforce. This powerful combination enables organizations to not only deliver faster, more intelligent, and highly personalized service across all touchpoints, but also to enrich their CRM ecosystem with deep insights into customer interactions that grow more intelligent over time.

RingCX for Salesforce Service Cloud Voice is currently available on AppExchange.

RingCentral’s integration with Salesforce is particularly valuable for organizations seeking to unify their communication channels and improve cross-functional collaboration. Having established a robust Unified Communications integration with Salesforce trusted by thousands of customers worldwide, RingCentral is building on this successful foundation to extend its capabilities to include Contact Center integration within the Salesforce environment. By bringing together unified communications and contact center capabilities within the Salesforce ecosystem, businesses can break down silos between departments, enabling seamless information sharing and more efficient customer service.

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Comments on the News

• “This native integration brings best-in-class cloud voice and digital communications to the Salesforce CRM environment,” said Carson Hostetter, EVP & GM, AI & Customer Experience at RingCentral. “We’re helping businesses maintain their existing telephony and contact center investments with RingCentral while leveraging Salesforce’s powerful CRM capabilities for a more comprehensive customer service solution. By combining voice and digital channels in one unified experience, we’re enabling seamless interactions across all touchpoints. Together we’re dedicated to delivering effortless customer experiences and driving powerful outcomes for our mutual customers.”
• “RingCX for Salesforce Service Cloud Voice is a welcome addition to AppExchange, as it accelerates business transformation for customers by seamlessly integrating RingCentral’s advanced voice capabilities into the Salesforce environment, enabling agents to effortlessly manage calls, messages, and customer data from one intuitive interface,” said Alice Steinglass, Executive Vice President and General Manager, Platform, Integration, and Automation, Salesforce. “AppExchange is constantly evolving to connect customers with the right apps and experts for their business needs.”
• “In today’s competitive business environment, having a unified approach to communication and customer engagement is crucial,” said Sheila McGee-Smith, Founder and Principal Analyst at McGee-Smith Analytics. “RingCentral’s integration of unified communications and contact center capabilities within Salesforce addresses a critical need in the market, enabling businesses to create more cohesive and efficient workflows across their entire organization.”

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RingCX for Salesforce Service Cloud Voice offers many benefits, including:

• Unified agent workspace: Agents can manage calls, digital channels, and CRM data from a single interface, providing a true single pane of glass experience that improves productivity and reduces context switching.
• Native Salesforce experience: The integration delivers a native Salesforce user interface, allowing employees to assist customers without leaving their familiar Salesforce environment.
• Service Cloud Voice integration: RingCX now fully integrates with Salesforce Service Cloud Voice, allowing businesses to leverage RingCentral’s robust voice capabilities within Salesforce’s omnichannel routing environment.
• Embedded dialer: Users can make calls directly from Salesforce records, with automatic call logging and easy access to customer information during conversations.
• Omnichannel routing: The integration supports voice, chat, email, and social media channels, enabling businesses to provide consistent customer experiences across all touchpoints.
• Advanced analytics: Comprehensive reporting and analytics tools provide insights into communication patterns, agent performance, and customer interactions, helping businesses make data-driven decisions.
• AI-powered insights: Leveraging Salesforce’s AI capabilities, the integration provides real-time transcription, next-best action, and conversational insights to achieve the best customer outcomes.
• Seamless workflow integration: The solution enables automatic call logging, screen pops with customer information, and leveraging Salesforce data during calls, improving agent productivity and customer service efficiency.