RingCentral has announced it has launched RingCX for Salesforce Service Cloud Voice on Salesforce AppExchange in a move to provide a single pane of glass for customer journeys.
“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,”
Alice Steinglass, Executive VP and General Manager, Platform, Integration, and Automation at Salesforce, said.
The ability for Salesforce customers to now incorporate RingCX into their workflow empowers them to deliver a unified and streamlined experience for their agents by utilizing RingCentral’s digital channel and voice capabilities.
RingCX’s Capabilities on Salesforce
RingCX is RingCentral’s contact center solution, designed to deliver seamless, omnichannel customer engagement.
It combines voice, video, and digital messaging into a single, unified platform that empowers agents to manage all customer interactions from one intuitive interface.
It leverages AI to automate routine tasks, provide real-time assistance, and surface actionable insights-enabling businesses to deliver faster, more personalized service across the entire customer journey.
With built-in analytics and deep CRM integrations, RingCX helps organizations transform customer service from reactive support to proactive experience management.
Salesforce AppExchange is an enterprise cloud marketplace, offering thousands of pre-built and customizable apps, solutions, and consulting services designed to extend Salesforce’s capabilities across every department and industry.
Businesses use AppExchange to quickly find and install secure, ready-to-use applications that address a wide range of needs-from automating manual processes to integrating specialized industry solutions-without the need to build custom software from scratch.
By including RingCentral’s RingCX on its AppExchange, Salesforce customers are able to use the features on the Salesforce Service Cloud Voice.
“This native integration brings best-in-class cloud voice and digital communications to the Salesforce CRM environment,”
Carson Hostetter, EVP & GM, AI & Customer Experience at RingCentral, said.
“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 integrating RingCentral’s advanced voice, digital, and AI-powered capabilities directly into Service Cloud Voice, businesses can streamline workflows, reduce agent context switching, and provide faster, more personalized service across all channels.
By bringing together unified communications and contact center capabilities within the Salesforce ecosystem, this native integration empowers agents to manage calls, messages, and CRM data from one interface, enhancing collaboration and operational efficiency by breaking down silos between departments.
As a result, organizations are better equipped to deliver improved customer experiences and drive business transformation, all while leveraging the robust analytics and automation tools of both RingCentral and Salesforce.
RingCentral’s Integration Ecosystem
RingCentral has been bringing its RingCX to businesses across industries.
Earlier this year, RingCentral and BT announced the launch of Cloud Work RingCX, an AI-powered platform designed for business contact centers.
Equally, alongside MiaRec, it announced the integration of MiaRec Auto QA solutions with RingCentral in an effort to enhance and automate quality assurance (QA) processes within customers’ contact centers.
