June 20

Improving Customer and Agent Experiences with RingCX Integrations

Agents require rapid access to essential customer information within their daily tools for optimal customer interactions. This enables them to resolve issues promptly. However, a significant challenge arises because this information is often spread across multiple applications. The need to switch between different applications during a customer interaction can prolong resolution times, annoy customers, and contribute to agent stress or burnout.

RingCX is solving this challenge by focusing on delivering immersive agent experiences through integrations with leading CRM applications to simplify how agents handle customer interactions. Agents live in the CRM app, and RingCX allows them full functionality to handle customer service inquiries within a single application. Let’s take a look. 

Omnichannel CRM Integrations

Earlier this year, we announced omnichannel integrations with five leading CRMs, including Salesforce, Hubspot, ServiceNow, Zendesk, and Microsoft Dynamics 365. These integrations, developed and managed by RingCentral, are available at no additional cost and included in the RingCX package. Since we develop and own these integrations, we will keep innovating on them and enabling customers to leverage new capabilities from both RingCX and the CRM at no additional cost.

Unlike integrations from other vendors that are often limited in their support channels, RingCX supports inbound and outbound voice along with 20+ digital channels, including email, messaging, social, in-app, web, and more. The RingCX interface is embedded right within the CRM interface. It will match contacts in the CRM during screen pop, create or manage existing tickets or cases, and automatically log each interaction in the CRM. These capabilities have attracted significant customer interest, with over 20 customers adopting the RingCX Salesforce adapter in its first month of availability.

You can read more RingCX CRM integrations in the RingCentral App Gallery.

RingCX Browser Extension for Chrome

RingCX’s new browser extension for Google Chrome allows agents to work in a web browser (whether in a home grown CRM or other business tool) and be able to answer inbound calls or click-to-dial. The simplicity of the extension enhances agent productivity by eliminating switching to another application to answer the phone call, which would often be required to support customers. Agents can stay focused on customer interactions without interruption, leading to quicker response times and improved customer satisfaction.

By configuring the extension to open a designated URL upon receiving a call, agents can instantaneously access relevant customer information or internal resources. This ensures that agents are equipped with the right tools and data to resolve customer inquiries efficiently without the hassle of navigating multiple systems or applications. Agents can devote their energy to providing personalized support and building stronger customer relationships.

RingCX Direct Routing for Microsoft Teams

Our new RingCX Direct Routing for Microsoft Teams integration seamlessly blends the RingCX contact center experience into Microsoft Teams, allowing users to make and receive calls without leaving the application. The integration upholds RingCentral’s 99.999% uptime Service Level Agreement for Teams users, empowering them with uninterrupted access to essential tools.

RingCX direct routing for Microsoft Teams is now available through an early adopter program.

With our immersive agent experiences for RingCX, agents can work within the familiar tools they use every day, with easy access to the information they need to make customers feel valued. Happier customers and agents are a win-win for any business.

Datamart is here to help you make the right choice for your business. Contact us today or give us a call at 781-235-5520.

Source: RingCentral