RingCentral Enhances Zendesk Integration to Maximize Productivity

On December 2, 2024, RingCentral announced enhancements to its Zendesk integration with the launch of the Zendesk Talk Partner Edition for RingEX. This solution is aimed at improving user workflows and personalizing customer support. It integrates RingEX’s advanced voice capabilities and call data directly into the Zendesk platform, allowing users to streamline their operations and gain actionable insights for better customer interactions.

According to Joe Fahrner, VP of Small Business Growth at RingCentral, this collaboration enhances agent experiences by providing improved tools for call handling and data management, ultimately leading to a more satisfying customer experience. The integration is designed for informal contact center users across sales, marketing, and support, featuring Zendesk’s latest Voice Comment and Standard Call Object functionalities. These tools offer a structured view of real-time call metrics, facilitating seamless transitions between communication channels like voice, chat, email, and social media.

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Jason Bruno from LUSH highlighted that this integration has significantly improved efficiency, saving agents three to five minutes per call. With consistent uptime of 99.999% over five years, RingEX ensures reliable access to essential tools. The integration also enhances ticket management by allowing users to log call details directly within Zendesk tickets, centralizing customer information for better organization.

Tim Marsden from Zendesk emphasized that this partnership is crucial for developing innovative solutions that integrate voice services into operational workflows. Overall, these enhancements aim to provide a unified view of customer interactions, improving both response times and service quality.