RingCentral has announced the launch of RingCX for Salesforce Service Cloud Voice, now available on Salesforce AppExchange. This powerful integration brings RingCentral’s voice and digital communication capabilities directly into Salesforce, allowing organisations to deliver faster, more intelligent, and personalised customer service experiences—all from within a single, familiar interface.
We’re helping businesses maintain their existing telephony and contact centre investments with RingCentral while leveraging Salesforce’s powerful CRM capabilities for a more comprehensive customer service solution. By combining voice and digital channels in one unified experience, we’re enabling seamless interactions across all touchpoints. Together we’re dedicated to delivering effortless customer experiences and driving powerful outcomes for our mutual customers,” said Carson Hostetter, EVP & GM, AI & Customer Experience at RingCentral.
With RingCX for Salesforce, agents can manage customer conversations across voice, chat, email, and social channels without leaving the Salesforce environment. This unified workspace eliminates the need for toggling between platforms, reducing context switching and boosting agent productivity. By offering a truly native Salesforce experience, businesses can assist service teams with all the tools they need—CRM data, communication channels, and AI-powered insights—right at their fingertips.
Facilitating agent workflows
RingCX for Service Cloud Voice also includes key features like an embedded dialer, automatic call logging, and real-time screen pops that surface relevant customer data during conversations. These features not only streamline agent workflows but also improve response times and personalisation. In addition, the omnichannel routing capabilities ensure customers receive consistent support, whether they connect via phone, chat, email, or social media.
The integration also taps into Salesforce’s AI engine to deliver real-time transcription, intelligent suggestions, and conversational insights. This allows agents to respond more effectively in the moment and provides managers with deeper analytics to optimise service performance over time.
Moreover, with advanced reporting tools and actionable data, RingCX for Salesforce gives businesses a clear view of customer interactions and agent efficiency, helping teams continuously refine their service approach and drive better outcomes.