Overview
Gate6 addressed the manual data entry inefficiencies its clients’ call center teams faced by building a custom integration that embeds communication tools directly into CRM workflows. By leveraging RingCentral’s Open Platform, they enabled automated call logging and secure audio storage within ServiceNow. This transition eliminates app-switching and ensures call center agents have real-time access to historical client interactions during calls, fostering a more informed and professional customer support experience.
Using the RingCentral API and integrating our Gate6 CRMConnect for ServiceNow creates an improvement in the performance of our clients’ call teams. With all of the customer history it makes available to the call center agent, this integration makes it a whole lot easier to offer high-quality support for clients.
Bob Cody
Chief Services Officer
About our partner
Gate6, based in Scottsdale, Arizona, is a premier Enterprise AI and System Integration Solutions provider that has been in operation since the late 1990s.
The challenge: App hopping led to fragmented workflows and limited real-time data
A common challenge facing Gate6’s clients was that their agents struggled with "Lost in Translation" requirements and the friction of jumping between disconnected systems, for example, between their communications solution and ServiceNow. The team recognized that critical client context was frequently missing during live interactions because data lived in separate silos.
- Manual Entry Errors: Agents were required to manually log call details and take notes outside the primary CRM.
- Data Retention Gaps: Standard cloud recordings expired after 90 days, creating a liability for long-term support and compliance.
- Operational Blind Spots: Call center staff often handled incoming inquiries "blind" without immediate visibility into past interactions.
The solution and ROI: A unified interface for high-velocity support
To resolve the obstacles of disconnected communication channels for its clients, Gate6 utilizes a deep integration built on the RingCentral App Connect framework. By anchoring voice and video tools within the ServiceNow environment, they optimize the agent workspace and preserve the details of every client interaction.
- RingCentral Open Platform APIs facilitate the automatic creation of "Interactions" in ServiceNow the moment a call begins.
- App Connect for RingCentral automates the entire call logging process, ensuring 100% of conversations are captured without requiring agents to manually type notes or toggle between screens.
- SDK hooks can upload audio files securely, ensuring permanent record-keeping for every conversation - all via App Connect.
- RingEX drives efficiency by embedding phone, voice, and video controls directly into the CRM.
What’s next for Gate6
Gate6 is currently finalizing automated license tracking within the App Connect API to simplify scaling for enterprise clients. The roadmap also includes integrating with RingCentral AI Conversation Expert (ACE) to inject AI-generated call transcriptions directly into ServiceNow records. Building on the significant momentum and proven ROI of their ServiceTitan integration, Gate6 is now expanding the CRMConnect solution to additional platforms like monday.com. This continuous evolution ensures that Gate6 sustains its twenty-year reputation for software excellence by merging a deep legacy with advanced, intelligence-driven communication tools.
To learn more about our customer, visit Gate6 Inc.
