CRM Integrations
Integrate business communications within your CRM system and discover innovative ways to improve customer and agent satisfaction rates.
There’s a reason most businesses invest in a customer relationship management (CRM) system—it is a strategic tool that leads companies to success. It is the key to understanding your customers, learning how they interact with your business, and creating data-driven strategies to increase employee and customer satisfaction. While CRM systems are good on their own, you can make the most out of them by integrating your system with all the business apps you use daily.
Good thing RingCentral’s AI-first contact center platform includes a CRM integration solution that ticks all the boxes: skills-based routing, channel elevation, interaction data sync, integrated VoIP softphone, SSO login, and so much more.
What is CRM integration?
CRM integration is the process of connecting various third-party applications and management tools to your main CRM software to combine different data, roles, and functions into a single platform. The main goal of CRM integrations is to provide companies with a holistic picture of the business processes, the team members, and, of course, the customers.
Call centers utilize this technology to enhance customer experience and improve agent performance across all voice and non-voice channels: phone, live chat, email, online communities, social media, and more. CRM integrations make it possible for call center agents to gain complete access to customer account information and history, deliver personalized customer service, take advantage of smarter call routing rules, increase first-contact resolutions, and more.
What are the different kinds of CRM integrations?
Targeting customers across several digital channels (social media, email, display ads, etc.) can be a laborious process. With marketing automation software, you can automate a lot of the processes involved, including the implementation and tracking of marketing campaigns, gathering and analyzing data that can be used for improvement, and creating a sweeping perspective of the entire customer journey.
Customer interests and demands are always changing, and it is crucial for businesses to find ways to create an easy, hitch-free purchasing experience. With the right eCommerce platform and ERP integration, your finance experts and sales reps can better understand your customer journeys and acquire in-depth data about their preferences and behavior as well as information about completed or abandoned orders.
There is great value in being able to provide fast, effective customer service on demand. Integrated help desk solutions can help you demonstrate professionalism and sincere care for your customers by organizing support requests from all your communications channels, providing a history of previous conversations, tracking success, creating reports, and performing other related tasks.
The benefits of call center CRM
Holistic view
Give your agents a comprehensive 360° view of data across the entire customer journey, allowing them to streamline workflows and deliver more personalized interactions that take less effort. Shorter average handle times (AHT) mean positive outcomes for customers and the business itself.
Unmatched accessibility
Equipped with an integrated desktop, agents have easy access to important tools and customer data to deliver first-rate customer support. A unified CRM solution translates to reduced agent effort, less time spent switching between separate applications, and better automation capabilities.
Improved performance
Improve agent and customer satisfaction by ensuring callers are connected to the best call center resource. When agents handle queries matching their skill sets, your business gets more first-contact resolutions and fewer callbacks, transfers, and follow-ups—freeing reps to handle call queues, SMS/chat questions, and more.
Data-driven processes
Combine data from your on-premise or cloud-based contact center with your CRM software to make better business decisions. Removing manual updates from the equation reduces errors and allows agents to access accurate, up-to-date customer information.
No-fuss deployment
Avoid delays, eliminate additional costs, and evade risks with a pre-built contact center solution. Because there is no need to build custom integrations from scratch, small business owners can expect deployment within hours—not days or weeks.
Ease of use
Reduce training times by utilizing an integration platform agents are already familiar with. Team members can continue building sales pipelines, working on lead generation efforts, and streamlining other core business processes without having to adapt to a new environment.
RingCentral CRM Integrations
RingCentral for Salesforce
Key features:
- Enable telephony integration for your sales teams. Click-to-call right from the work queue and log in with an HVS disposition to move your sales cadence forward.
- View a complete dashboard of your team’s performance that allows you to edit and customize RingCentral Analytics data as a native Salesforce report.
- Enable screen pop-ups for every incoming call, giving support teams a 360° view of important customer contact information.
RingCentral for Microsoft Dynamics 365
Key features:
- Never miss any kind of customer interaction across all channels with automatic phone call and text message logging.
- Access all RingCentral text messages, voicemails, and faxes from one place.
- Improve call efficiency through the click-to-call feature that allows users to start an outbound call just by clicking on the hyperlinked number within contact cards.
Zoho CRM with RingCentral Video
Key features:
- Get the most out of your video meetings and webinars with automated activity tracking and comprehensive post-meeting statistics.
- Save, store, and search past video, email, or call recordings to a non-attendee right from CRM.
- Take advantage of automatic invites and instant meeting links to connect quickly with your contacts and leads.
RingCentral for Zendesk
Key features:
- Make and receive calls across all endpoints: desk phones, mobile phones, or the RingCentral desktop app.
- Reduce the need for agents to switch between multiple devices and applications to access business functionalities and accomplish their tasks.
- Free up agents by automating tedious tasks and creating smarter workflows that result in complete customer satisfaction.
RingCentral for HubSpot
Key features:
- Make custom reports and get AI-driven insights backed by invaluable metrics into individual and team performance.
- No need to download any software; simply call or send an SMS directly from your PC, Mac, and internet browsers.
- Choose to manually or automatically log calls under several associations, such as contact, company, active deals, or tickets.
Can’t find your CRM platform above? Don’t worry because RingCentral has partners who built additional off-the-shelf integrations with some of the best CRM providers on the market. We also offer application programming interfaces (APIs) and professional services to assist you in connecting any back-end systems, reporting tools, chatbots, and AI systems.
Gain a deeper, better understanding of your customer base with RingCX.
Leverage an AI-powered call center software
Combining your CRM and contact center software is a decision you wouldn’t regret making. From personalized customer experiences and enhanced analytics to smooth data syncing and optimized workflows, integrating does not fail to deliver a myriad of benefits and upgrades.
If you are interested in a next-generation CX solution unlike any other, consider RingCentral. We can help you get started. Contact our team today to book an appointment or to learn more about our offers and pricing.
Integrate your CRM with an AI-first call center solution like RingCentral and enjoy the benefits of having everything you need housed within a central platform. Watch the demo to learn more.