{"id":47284,"date":"2021-04-05T17:30:30","date_gmt":"2021-04-06T00:30:30","guid":{"rendered":"\/us\/en\/blog\/?p=47284"},"modified":"2025-03-13T06:43:43","modified_gmt":"2025-03-13T13:43:43","slug":"ringcentral-open-platform-roundup-new-ways-to-improve-workflow-and-customer-interactions","status":"publish","type":"post","link":"\/us\/en\/blog\/ringcentral-open-platform-roundup-new-ways-to-improve-workflow-and-customer-interactions\/","title":{"rendered":"RingCentral open platform roundup: New ways to improve workflow and customer interactions"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Highlights<\/span><\/p>\n<p><em>New integrations:<\/em><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><a href=\"#ringcentral-app-citrix\"><b>RingCentral App for Citrix<\/b><\/a><span style=\"font-weight: 400;\"><b>: <\/b>Optimize telephony processing within Citrix<\/span><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#engage-voice-servicenow\"><b>Engage Voice for ServiceNow<\/b><\/a><span style=\"font-weight: 400;\"><b>: <\/b>Respond to customers at the right moment<\/span><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#engage-voice-netsuite\"><b>Engage Voice for NetSuite<\/b><\/a><span style=\"font-weight: 400;\"><b>: <\/b>More personalized customer interactions<\/span><\/li>\n<\/ul>\n<p><em>New <span style=\"font-weight: 400;\">updates<\/span>:<\/em><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><a href=\"#ringcentral-google-workspace\"><b>RingCentral Google Workspace Add-on<\/b><\/a><span style=\"font-weight: 400;\"><b>: <\/b>Enable waiting rooms and get access to global dial-in numbers<\/span><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#ringcentral-zendesk\"><b>RingCentral for Zendesk<\/b><\/a><span style=\"font-weight: 400;\"><b>: <\/b>Make or receive calls from the RingCentral unified app<\/span><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#ringcentral-lti\"><b>RingCentral for LTI<\/b><\/a><span style=\"font-weight: 400;\"><b>: <\/b>New security features like waiting rooms and access to global dial-in numbers<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><strong><a href=\"#high-volume-sms\">High Volume SMS App<\/a><\/strong><b>: <\/b>Quickly reach customers using SMS at up to a 98% open rate and 7x engagement compared to email<\/span><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">The RingCentral platform team has been busy creating new integrations and APIs to help your teams work more productively. New integrations with Citrix help optimize telephony processing in your virtual desktop, and you can get personalized customer interactions with the ServiceNow and Netsuite integrations for Engage Voice.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s what\u2019s new from February and March. Available now for Office Standard, Premium, and Ultimate edition customers.<\/span><\/p>\n<h3 class=\"heading h3\"><strong><a id=\"ringcentral-app-citrix\"><\/a>1. <b>RingCentral App for Citrix<\/b><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">In a typical VDI environment, RingCentral acts as any other application running in a virtual host environment; however, delivery telephony media streams without optimization can lead to high server bandwidth utilization, expensive cloud bills (if not hosted on-prem), and poor end-user experience, which impacts productivity.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now, with the new <a href=\"https:\/\/www.ringcentral.com\/apps\/ringcentral-app-citrix\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral App for Citrix<\/a>, we work to establish a direct media channel from your remote device where Citrix is installed to the RingCentral data center. This allows us to minimize the number of network hops and optimize the delivery of audio between callers<\/span>.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-47292\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/ringcentral-citrix-3.png\" alt=\"RingCentral App for Citrix\" width=\"930\" height=\"776\" \/><\/p>\n<h3 class=\"heading h3\"><strong><a id=\"engage-voice-servicenow\"><\/a>2. <b>Engage Voice for ServiceNow (Beta)<\/b><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">By connecting your phone system to ServiceNow, <a href=\"https:\/\/www.ringcentral.com\/apps\/engage-voice-for-servicenow\" target=\"_blank\" rel=\"noopener noreferrer\">Engage Voice for ServiceNow<\/a> enables you to recognize and respond to your customers at the moment of interaction\u2014with features like unified customer profile, click-to-dial, local presence dialing, and more. Enhance your <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> experience by increasing productivity with direct connection inside your CRM, providing better, more personalized customer interactions.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-47299\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/engage-servicenow.png\" alt=\"Engage Voice for ServiceNow\" width=\"669\" height=\"587\" \/><\/p>\n<h3 class=\"heading h2 h3\"><strong><a id=\"engage-voice-netsuite\"><\/a>3. <b>Engage Voice for NetSuite (Beta)<\/b><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Increase productivity and provide better, more personalized customer interactions by leveraging <a href=\"https:\/\/www.ringcentral.com\/apps\/engage-voice-for-netsuite\" target=\"_blank\" rel=\"noopener noreferrer\">Engage Voice for NetSuite<\/a>. The seamless integration enables you to capture call information directly inside NetSuite customer records, create a unified customer profile, click-to-dial, use local presence dialing, and more.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-47298\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/ringcentral-update.png\" alt=\"Engage Voice for NetSuite\" width=\"671\" height=\"653\" \/><\/p>\n<h3 class=\"heading h2 h3\"><strong><a id=\"ringcentral-google-workspace\"><\/a>4. <b>RingCentral Google Workspace Add-on<\/b><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">The <a href=\"https:\/\/www.ringcentral.com\/apps\/ringcentral-for-google-calendar\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral Google Workspace Add-on<\/a> has a few new RingCentral Video feature enhancements. When scheduling a RingCentral Video meeting, choose to enable waiting rooms for your participants in case you\u2019re running late.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-47297\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/ringcentral-google.gif\" alt=\"RingCentral Google Workspace Add-on\" width=\"787\" height=\"573\" \/><\/p>\n<h3 class=\"heading h2 h3\"><strong><a id=\"ringcentral-zendesk\"><\/a>5. <b>RingCentral for Zendesk<\/b><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">The newest update affecting <a href=\"https:\/\/www.ringcentral.com\/apps\/ringcentral-zendesk\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral for Zendesk<\/a> includes users being able to make or receive calls from the RingCentral unified app, allowing users to no longer download the RingCentral Phone app. With seamless integration between RingCentral and Zendesk, you can streamline your help desk workflows, boost agent productivity, and improve the quality of interactions you have with your customers.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-47296\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/ringcentral-zendesk.png\" alt=\"RingCentral for Zendesk\" width=\"930\" height=\"665\" \/><\/p>\n<h3 class=\"heading h2 h3\"><strong><a id=\"ringcentral-lti\"><\/a>6. <b>RingCentral for LTI<\/b><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">With <a href=\"https:\/\/www.ringcentral.com\/apps\/ringcentral-for-lti\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral for LTI<\/a>, Instructors can select from new security options while scheduling a video meeting in their learning management system:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enable waiting rooms for everyone<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Restrict screen-sharing to hosts and moderators only<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enable \u201cparticipants can only join after me\u201d<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">If your organization wants to restrict to only certain security features, they can be locked and enforced by your admin in ServiceWeb. A lock icon will appear next to the setting to indicate the settings have been locked by your admin going forward.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-47295\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/ringcentral-lti.gif\" alt=\"RIngCentral for LTI\" width=\"903\" height=\"747\" \/><\/p>\n<h3 class=\"heading h2 h3\"><strong><a id=\"high-volume-sms\"><\/a>7. <b>High Volume SMS App<\/b><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Quickly reach customers using SMS at up to a 98% open rate and 7x engagement compared to email.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-47294\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/high-volume-sms.png\" alt=\"High Volume SMS App\" width=\"930\" height=\"327\" \/><br \/>\n<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The <a href=\"https:\/\/www.ringcentral.com\/apps\/high-volume-sms\" target=\"_blank\" rel=\"noopener noreferrer\">High Volume SMS App<\/a> allows you to send thousands of custom SMS messages to customers and opt-in lists using any RingCentral high-volume SMS-enabled number.<br \/>\n<\/span><\/p>\n<blockquote class=\"quote\"><p><span style=\"font-weight: 400;\">SMS open rates are a whopping 98% vs. only 20% for email<\/span><\/p><\/blockquote>\n<p>With the app, you can send to 1 or 10,000 recipients at a time with the ability to copy and paste numbers or upload a multi-column CSV for templated messages. Before sending, you will see the estimated number of messages and cost associated with your send (the app is free\u2014the only cost is the actual cost of the SMS messages).<\/p>\n<p><span style=\"font-weight: 400;\">Read our new blog post, <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/unleash-high-impact-communications-with-ringcentral-high-volume-sms\/\" target=\"_blank\" rel=\"noopener noreferrer\"><em>Unleash high-impact communications with RingCentral High Volume SMS<\/em><\/a>, to learn more.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t\t\t<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__landscape\" style=\"background-image: url(\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/rc-bottom-cta-bg.png);\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"393\" height=\"346\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/api-product-detail-sms.png\" class=\"responsive-image\" alt=\"Ready to enable ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t>Ready to enable High Volume SMS? Here&#8217;s how&#8217;s to get started<\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Learn more\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/developers.ringcentral.com\/api-products\/sms?utm_source=gw&amp;utm_medium=blog&amp;utm_campaign=hvsmsblog\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Learn more\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Learn more<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h3 class=\"heading h2 h3\"><b>More to come in Spring 2021<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">As we move through the new year, we\u2019ll continue to create even better ways for your teams to communicate. Keep an eye out for new releases this spring, and visit us at <\/span><a href=\"https:\/\/ringcentral.com\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">ringcentral.com<\/span><\/a><span style=\"font-weight: 400;\"> to learn more about the app.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights New integrations: RingCentral App for Citrix: Optimize telephony processing within Citrix Engage Voice for ServiceNow: Respond to customers at the right moment Engage Voice for NetSuite: More personalized customer interactions New updates: RingCentral Google Workspace Add-on: Enable waiting rooms and get access to global dial-in numbers RingCentral for Zendesk: Make or receive calls from &#8230;<\/p>\n","protected":false},"author":29,"featured_media":47293,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390,18885,35385],"tags":[34569,34536,34571,2898,7260,34535,32481,5855,34570,1120],"class_list":["post-47284","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration","category-ringcentral-newsdesk","category-open-platform","tag-engage-voice-for-netsuite","tag-engage-voice-for-servicenow","tag-high-volume-sms-app","tag-integrations","tag-open-platform","tag-ringcentral-app-for-citrix","tag-ringcentral-for-lti","tag-ringcentral-for-zendesk","tag-ringcentral-google-workspace-add-on","tag-ringcentral-platform"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>RingCentral open platform roundup: New ways to improve workflow and customer interactions | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"The RingCentral platform team has been busy creating new integrations and APIs to help your teams work more productively. 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