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Context in the Cloud

Ring Central Blog


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We’re gearing up for Dreamforce 2016 next week, which as usual promises to be one of the year’s most inspirational events showcasing innovative solutions using cloud technology. I look forward to attending every year for a chance to see what other companies are developing, what competitors are up to, and to catch up with our customers and partners.

I’ve been asked to present at Dreamforce on the growing role of contextual communications in customer success. We all know that communications is a crucial part of any business’ workflow. However, frequently there’s a technological divide between applications employees use to manage relationships with their customers and applications they use to communicate with those same customers. In order to stay relevant, businesses need to find gains in productivity and customer engagement, and they’re getting there by integrating contextual intelligence into communications across all customer touchpoints.

To date, our integration with Salesforce has added a lot of contextual value for our customers as it allows them to make and receive calls directly from any device, click-to-dial, view contact records and call logs, take notes, and many other advanced functions, all within their Salesforce application.

What’s next you ask? At Dreamforce, we’ll be debuting our SMS integration with Salesforce. Based on what our customers are telling us, it’s clear they are increasingly going beyond voice and leveraging SMS as another communication channel for customer care and service. This new feature enables reps to send and receive text messages from within Salesforce, with their Salesforce contacts. Of course it takes more than enabling a new communications channel to be successful. You need to present, manage and report on those communication channels. With our newest integration, you can capture the raw data to do just that. Now, RingCentral users can pull the raw data generated in the SMS text and turn it into customer context that can be leveraged to solve problems, sell products and create customer stickiness. To hear more about integrating RingCentral and Salesforce for contextual communications and to see a demo of it in use, catch my talk, Contextual Communication Helps You Deliver Customer Success, on Wednesday, October 5th, at 11:30 a.m.

Two of my colleagues at RingCentral are also presenting at Dreamforce. On Tuesday, October 4th, at 4 p.m David Van Der Steen, Senior Product Marketing Manager, will be presenting Integrating a Phone System with Customer Support and CRM Systems, and discussing the business benefits of having deeper insights into your customer calls, productivity gains, and increasing call center efficiencies.

On Friday, October 7th, at 9 a.m. Marco Casalaina, our VP of Applications, will explore how to create a first-class, highly economical multichannel support structure with unified communications in his panel on All the Channels, Half the Cost: Build Multichannel Support on a Budget.

Click here if you’d like to schedule a 1:1 meeting with us to see how you can integrate your business communications with CRM, or come by our booth #1743 to say hi and enter our raffle to win a Vespa or 360fly video camera. Either way, I look forward to seeing you at Dreamforce.

Originally published Sep 29, 2016, updated Aug 11, 2020

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