RingCentral Enhances Zendesk Integration with AI-Streamlined Workflows

For agents, saving time via improving the efficiency of customer transactions is critical. (And nowadays, it can of course benefit from AI-driven technologies.)

With more knowledge presented in a way that agents find highly usable, transactions become augmented by useful data. With better data integration and more insight, agents are able to provide customers with what they want, when they want it, boosting the level of personalization and targeted marketing.

And so, AI business communications company RingCentral, Inc. recently announced that it has enhanced its Zendesk integration with the launch of Zendesk Talk Partner Edition for RingEX. This solution embeds RingEX’s voice capabilities and rich call data directly into the Zendesk customer support platform, allowing users to gain more streamlined workflows and actionable insights that personalize customer interactions for an improved support experience.

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," said the company. This allows businesses to deliver more context-aware, personalized interactions with customers, enhancing both response speed and resolution accuracy.

"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 of Small Business Growth for 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.”