{"id":46564,"date":"2021-02-24T03:45:43","date_gmt":"2021-02-24T11:45:43","guid":{"rendered":"\/us\/en\/blog\/?p=46564"},"modified":"2025-03-13T06:43:50","modified_gmt":"2025-03-13T13:43:50","slug":"ringcentral-for-salesforce-leveraging-webrtc-for-in-app-calling","status":"publish","type":"post","link":"\/us\/en\/blog\/ringcentral-for-salesforce-leveraging-webrtc-for-in-app-calling\/","title":{"rendered":"RingCentral for Salesforce: leveraging WebRTC for in-app calling"},"content":{"rendered":"

We’re well into 2021, and work from anywhere is still as widespread as it was when we were all told to move our entire workforce to our homes in March of 2020. Suddenly, employers had to scramble to make sure employees had the software they needed on their laptops so they could perform essential tasks as required. Instead of having multiple tools, communications platforms such as RingCentral have had to show their distinction by connecting to other tools that their teams use.<\/span><\/p>\n

Salesforce is one of those applications that workforces have needed to use regularly at home. <\/span>Salesforce is designed to unify all aspects of managing customer relationships, creating a single view of each customer that can be shared across departments. It compiles customer data across sources and channels to help teams deliver optimized communications and service while reducing information silos and other obstacles that often stand in the way of productivity. In other words, it\u2019s designed to make workers\u2019 lives easier by making the sharing of information more streamlined, efficient, and accessible, thereby improving customer service.<\/span><\/p>\n

But as effective as CRM software may be for coordinating information, it has its limits when it comes to execution, often requiring extensions and add-ons to fully manage the customer relationship. That\u2019s why <\/span>PC Magazine<\/span><\/i> notes<\/span><\/a>\u00a0that if you\u2019re using Salesforce or something like it, \u201c<\/span>making this information accessible for collaborative teams and piping it out to other business software solutions via smart integrations is the logical next step<\/span>.\u201d<\/span><\/p>\n

Introducing in-app calling (WebRTC)<\/b><\/h2>\n

As a continued promise to make our integrations for customers as seamless as possible, we now use WebRTC (Web Real Time Communications) technology to <\/span>leverage RingCentral calling capabilities\u2014like call controls and inbound and outbound calls\u2014without ever navigating away from Salesforce.<\/span><\/p>\n

\"RingCentral<\/span>With in-app calling, sales associates can easily control and manage all customer calls without ever leaving their Salesforce browser. Users can select their preferred caller ID number from the Dialer page, organize multiple calls as separate tabs on the browser,<\/a> and manage incoming and outgoing calls across devices without having to download any additional software.<\/span><\/p>\n

\"RingCentral<\/p>\n

The new addition to our Salesforce integration enables sales agents to make o<\/span>r transfer phone calls and access call controls directly from within Salesforce on a web browser, thereby increasing productivity and efficiency while empowering sales agents to drive improved customer satisfaction and loyalty.<\/span><\/p>\n

Benefits of leveraging WebRTC<\/b><\/h2>\n

Previously, when using the Salesforce integration, reps were forced to download the RingCentral App in order to be able to access call controls. Now, with WebRTC<\/span>\u2014<\/span>the web standard for real-time communication<\/span>\u2014<\/span>it is no longer necessary to rely on desktop apps or browser plugins just to enable click-to-call in a web application. Voice calls happen natively in supported browsers (i.e., Safari and Chrome) with WebRTC.<\/span><\/p>\n

\"RingCentral<\/p>\n

Simplified workflow: skip the extra software, go straight into using your business tools<\/b><\/h3>\n

WebRTC is the latest advancement in the growing list of features of the RingCentral for Salesforce integration that now includes:<\/span><\/p>\n