RingCentral, Inc., a global leader in AI-powered business communications, has announced a significant enhancement to its Zendesk integration with the launch of Zendesk Talk Partner Edition for RingEX. This innovative solution embeds RingEX’s advanced voice capabilities and rich call data directly into the Zendesk platform, enabling streamlined workflows and actionable insights to elevate customer support experiences.

• Empowering Agents with Seamless Tools

  • With Zendesk Talk Partner Edition for RingEX, users gain access to:

    • Integrated call handling tools.
    • Real-time call data, including duration and recordings.
    • AI-driven insights for personalized, efficient customer interactions.

  • Joe Fahrner, VP Small Business Growth at RingCentral, stated:
    “This partnership delivers immersive agent experiences by equipping them with tools that streamline workflows, improve data management, and ultimately enhance customer satisfaction.”

• Innovative Features for Omnichannel Support

  • The integration includes Zendesk’s Voice Comment and Standard Call Object features, which:

    • Provide structured views of call information.
    • Enable seamless switching between voice, chat, email, and social media within the Zendesk interface.

  • Jason Bruno, Technical Operations Engineer at LUSH, highlighted the efficiency benefits:
    “This integration saves our team 40 minutes per agent each day, allowing us to focus on delivering exceptional, personalized service.”

• Key Benefits of the Zendesk Talk Partner Edition for RingEX

  • Record-Breaking Reliability: 99.999% uptime ensures uninterrupted service.
  • Improved Ticket Management: Logs call details directly into Zendesk tickets for centralized decision-making.
  • Enhanced Flexibility: Offers multiple calling methods, including desktop applications and RingOut® for desk phone connections.

• Expanding Capabilities with RingCX for Zendesk

  • RingCentral’s broader Zendesk offerings also include RingCX™ for Zendesk, which supports:

    • Inbound and outbound calls.
    • SMS and other digital channels.
    • Contact matching and automatic interaction logging.

  • Alpa Shah, Global VP CX Practice at Frost & Sullivan, emphasized:
    “RingCentral’s omnichannel integrations provide a unified view for agents, reducing stress and enabling exceptional customer experiences.”

• A Partnership for Enhanced Customer Support

  • Tim Marsden, Senior Director of Technology Alliances at Zendesk, remarked:
    “Our collaboration with RingCentral equips businesses with tools to efficiently assist customers, aligning voice services with operational workflows.”

By embedding robust voice capabilities and enhancing workflow efficiency, the Zendesk Talk Partner Edition for RingEX redefines customer support. This integration exemplifies RingCentral’s commitment to delivering innovative solutions that meet the evolving needs of businesses and their customers.