RingCentral Enhances Zendesk Integration to Streamline User Workflows and Personalize Customer Support
RingCentral (NYSE: RNG) has enhanced its Zendesk integration by launching Zendesk Talk Partner Edition for RingEX™. The upgrade embeds RingEX's voice capabilities and call data into Zendesk's platform, featuring Voice Comment and Standard Call Object capabilities. LUSH, a cosmetics retailer, reports saving 3-5 minutes per call with this integration, totaling about 40 minutes saved per agent daily. The solution offers 99.999% uptime, improved ticket management, and enhanced flexibility in call handling methods. The integration allows users to seamlessly switch between communication channels while maintaining context-aware customer interactions.
RingCentral (NYSE: RNG) ha migliorato la sua integrazione con Zendesk lanciando la Zendesk Talk Partner Edition per RingEX™. L'upgrade incorpora le funzionalità vocali e i dati delle chiamate di RingEX nella piattaforma di Zendesk, presentando capacità di Voice Comment e Standard Call Object. LUSH, un rivenditore di cosmetici, riporta di risparmiare 3-5 minuti per chiamata grazie a questa integrazione, per un totale di circa 40 minuti risparmiati per agente ogni giorno. La soluzione offre un uptime del 99.999%, una gestione dei ticket migliorata e una maggiore flessibilità nei metodi di gestione delle chiamate. L'integrazione consente agli utenti di passare senza interruzioni tra i vari canali di comunicazione mantenendo interazioni con i clienti consapevoli del contesto.
RingCentral (NYSE: RNG) ha mejorado su integración con Zendesk lanzando Zendesk Talk Partner Edition para RingEX™. La actualización incorpora las capacidades de voz y los datos de llamadas de RingEX en la plataforma de Zendesk, ofreciendo capacidades de Voice Comment y Standard Call Object. LUSH, un minorista de cosméticos, informa que ahorra de 3 a 5 minutos por llamada con esta integración, sumando alrededor de 40 minutos ahorrados por agente al día. La solución ofrece un tiempo de actividad del 99.999%, mejor gestión de tickets y mayor flexibilidad en los métodos de manejo de llamadas. La integración permite a los usuarios cambiar sin problemas entre canales de comunicación manteniendo interacciones con los clientes conscientes del contexto.
링센트럴 (NYSE: RNG)는 Zendesk Talk Partner Edition for RingEX™를 출시하여 Zendesk 통합을 강화했습니다. 이 업그레이드는 RingEX의 음성 기능과 통화 데이터를 Zendesk 플랫폼에 통합하여 Voice Comment 및 Standard Call Object 기능을 제공합니다. 화장품 소매업체인 LUSH는 이 통합을 통해 통화당 3-5분을 절약하고, 하루에 각 상담원당 약 40분을 절약하고 있다고 보고했습니다. 이 솔루션은 99.999%의 가동 시간을 제공하며, 티켓 관리가 개선되고 통화 처리 방식의 유연성이 증가했습니다. 이 통합은 사용자가 문맥 인식을 유지하면서 통신 채널 간에 원활하게 전환할 수 있도록 합니다.
RingCentral (NYSE: RNG) a amélioré son intégration avec Zendesk en lançant la Zendesk Talk Partner Edition pour RingEX™. La mise à niveau intègre les capacités vocales et les données d'appel de RingEX dans la plateforme Zendesk, offrant des fonctionnalités de Voice Comment et de Standard Call Object. LUSH, un détaillant de cosmétiques, indique économiser 3 à 5 minutes par appel grâce à cette intégration, pour un total d'environ 40 minutes d'économies par agent par jour. La solution offre un temps de disponibilité de 99,999%, une gestion améliorée des tickets et une flexibilité accrue dans les méthodes de gestion des appels. L'intégration permet aux utilisateurs de basculer facilement entre les canaux de communication tout en maintenant des interactions avec les clients en tenant compte du contexte.
RingCentral (NYSE: RNG) hat seine Zendesk-Integration verbessert, indem es Zendesk Talk Partner Edition für RingEX™ eingeführt hat. Das Upgrade integriert die Sprachfunktionen und Anrufdaten von RingEX in die Plattform von Zendesk und bietet Funktionen für Voice Comment und Standard Call Object. LUSH, ein Einzelhändler für kosmetische Produkte, berichtet von Einsparungen von 3-5 Minuten pro Anruf dank dieser Integration, was täglich etwa 40 Minuten pro Agent einsparen lässt. Die Lösung bietet eine Betriebszeit von 99,999%, verbesserte Ticketverwaltung und erhöhte Flexibilität bei der Anrufbearbeitung. Die Integration ermöglicht es den Nutzern, nahtlos zwischen Kommunikationskanälen zu wechseln und dabei kontextbewusste Kundeninteraktionen aufrechtzuerhalten.
- Integration saves 3-5 minutes per call for customer service agents
- Maintains 99.999% uptime for over five consecutive years
- Streamlines workflow efficiency by centralizing customer data and communication channels
- None.
Insights
The enhanced Zendesk integration represents a significant operational improvement for RingCentral's enterprise offering. The integration's 3-5 minute per-call efficiency gain demonstrated by LUSH translates to substantial cost savings and productivity improvements for high-volume contact centers. The 99.999% uptime reliability metric is particularly noteworthy in the enterprise communications sector.
The new features address key pain points in customer service operations: data fragmentation and workflow inefficiency. By embedding voice capabilities and call data directly into Zendesk's platform, this reduces context switching and improves agent productivity. The AI-driven insights and omnichannel capabilities position RingCentral competitively in the evolving CCaaS (Contact Center as a Service) market.
New features deliver deeper real-time data and context for seamless customer interactions
"RingCentral’s partnership and ongoing innovation with Zendesk propel our goal for delivering immersive agent experiences within the applications they use every day,” said Joe Fahrner, VP Small Business Growth, RingCentral. “With the launch of Zendesk Talk Partner Edition for RingEX, our joint customers benefit from enhanced tools for call handling and data management, which ultimately helps them provide a more seamless and satisfying experience for their customers.”
The Zendesk Talk Partner Edition for RingEX, designed for departmental use by informal contact center users in sales, marketing, and support, incorporates Zendesk's latest Voice Comment and Standard Call Object features. These features enable a cleaner, more structured view of real-time call information, such as call duration and call recordings. With AI-driven insights, users can effortlessly switch between voice, chat, email, and social media channels without leaving the Zendesk interface. This enables businesses to deliver context-aware, personalized interactions with customers, enhancing both response speed and resolution accuracy.
"Our Customer Care team leverages the Zendesk Talk Partner Edition for RingEX to seamlessly handle calls and create tickets concurrently,” said Jason Bruno, Technical Operations Engineer at LUSH, a cosmetics retailer. “This integration has been a game-changer for our efficiency, saving us an impressive three to five minutes per call. When you consider the volume of calls we handle, this translates to about 40 minutes saved per agent each day. This significant boost in productivity allows our team to redirect their focus to other critical tasks, enhancing our overall efficiency as a business unit and upleveling our customer care operations, aligning perfectly with LUSH's commitment to exceptional, personalized service."
Additional benefits of the new Zendesk Talk Partner Edition for RingEX include:
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Record-Breaking Reliability: With more than five consecutive years of secure, compliant
99.999% uptime, RingEX provides users with uninterrupted access to essential tools. - Improved Ticket Management: The enhanced integration allows users to easily log call details directly within Zendesk tickets, keeping all customer information in a central location for better organization, decision-making and follow-up.
- Enhanced Flexibility: Users can make calls directly within the Zendesk browser interface, using the desktop application, or via a desk phone with RingOut®, which initiates calls from the browser or desktop but connects via the desk phone. This allows users to choose the most convenient method based on their needs.
“Our partnership with RingCentral continues to be an important element in our strategy of developing innovative solutions that allow businesses to integrate voice services in a way that best suits their operational workflows and customer interaction strategies,” said Tim Marsden, Senior Director, Technology Alliances at Zendesk. "With the enhanced integrations, users will have access to more features and tools within Zendesk, allowing them to better assist customers in a timely and efficient manner.”
With this enhanced integration, RingCentral continues to expand its Zendesk offerings, which also include the RingCX™ for Zendesk integration. This solution, which caters to traditional contact centers, enables users to access RingCX functionalities within the Zendesk interface, streamlining their workflow and providing a complete view of the customer journey. The integration supports inbound and outbound voice calls, callback options, SMS and other digital channels. It also enhances efficiency through features such as contact matching with existing Zendesk records, and automatic logging of interactions as Zendesk tickets.
“One of the key challenges of great customer service is the fragmentation of customer data across multiple systems. The reality is most of the information agents need to help customers effectively is not in the contact center interface, which creates stress and burnout for the agent and frustration for the customer,” Alpa Shah, Global Vice President CX Practice at Frost & Sullivan. “RingCentral's Omnichannel CRM integrations like Zendesk enable a single pane of glass for voice and all digital channels so agents can have the right information in front of them to deliver the best customer experience possible.”
Further information on upgrading customer support with the Zendesk Talk Partner Edition for RingEX is available here. More information on the RingCX for Zendesk Integration is available here.
About RingCentral
RingCentral is a global leader in AI-powered trusted business communications, contact center, revenue intelligence, video and hybrid event solutions. RingCentral empowers businesses with conversation intelligence and unlocks rich customer and employee interactions to provide insights and improved business outcomes. With decades of expertise in reliable and secure cloud communications, RingCentral has earned the trust of hundreds of thousands of customers and millions of users worldwide. Visit ringcentral.com to learn more.
©2024 RingCentral, Inc. All rights reserved. RingCentral, RingEX, RingCX, RingOut and the RingCentral logo are trademarks of RingCentral, Inc.
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PR Contact:
Mariana Leventis
+1 650-562-6545
mariana.leventis@ringcentral.com
Source: RingCentral, Inc.
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