Zoho CRM Taps RingCentral for Call Management in the Cloud
With the rising popularity of alternative office space — from virtual offices to coworking to executive office suites and beyond — cloud business communication and collaboration solutions are seeing momentum. On the CRM front, Zoho is tapping into that trend with a new RingCentral integration.
Zoho CRM, a customer relationship management (CRM) platform, is integrating RingCentral’s technology. The bottom line: Zoho CRM customers can now leverage RingCentral’s customer call management bells and whistles as part of the CRM experience. The idea is to help companies streamline communication with customers.
“By integrating Zoho with RingCentral’s cloud business communications solution we are addressing a key requirement that many of our 15-plus million users are demanding: better customer engagement and automation,” said Ian Wenig, vice president of business development at Zoho, in a statement. He said the RingCentral integration would offer companies a “more holistic view of customer interactions in addition to smoother operational workflow.”
Plenty of Benefits
In its announcement, Zoho kept sending the same message: The RingCentral integration makes it easier for companies to offer better phone-based customer service. We drilled down into the how behind the promise and discovered several interesting features.
First, there’s single-click calling. That’s a more efficient way of dialing, saving customer service reps a few extra seconds and avoiding misdials. Zoho CRM now also offers screen pop-ups for incoming calls, which help assure that customer service reps won’t miss a beat even if they are multitasking.
Another strategic function is automatic call logging. This tool lets sales and support teams manage every single call-related activity right within Zoho CRM. Ultimately, that automation saves time and drives workflow efficiency.
On top of all this, every RingCentral feature in the Zoho CRM system offers reps access to contextual information during the actual call. The goal is to help agents build stronger relationships with customers by understanding their needs and addressing them more quickly.
Zoho is also pressing another button with the RingCentral cloud communications integration: mobility. RingCentral is specifically designed for mobile and dispersed workers, like virtual offices, road warriors and coworking office tenants.
“The Zoho CRM integration with RingCentral has been fantastic for us,” said Sarah Anderson, CEO assistant of Skuvault, a Web-based inventory and warehouse management solution provider that uses both Zoho CRM and RingCentral, in a statement. “We can speed up sales calls and fit more into a day. Our sales team has been able to give their full attention to the client and Zoho’s information-capture process has allowed for that, with its integration with RingCentral.”
It could also be fantastic for Zoho and RingCentral. The opportunity in the cloud collaboration market is growing. MarketsandMarkets has predicted the cloud collaboration market will grow from $10.5 billion in 2014 to $21.4 billion in 2019, at a compound annual growth rate of 15.3 percent from 2014 to 2019.
Posted By Jennifer LeClaire on Top Tech Newson under: