Integrating RingCentral with Zoho CRM gives you all the functionality of the leading cloud-based communication system within your customer relationship management (CRM) platform. Both have robust integration libraries, making it quick and easy to sync your systems and get started. We walk you through the step-by-step process for integrating Zoho CRM with your RingCentral account.
To integrate RingCentral with Zoho CRM, you need a RingCentral account, and the RingCentral softphone app must be installed on your computer or smartphone. Only an administrator on your Zoho CRM account can enable this integration. Once your administrator completes the integration process, all users will have the ability to enable RingCentral and log in with their credentials.
1. Visit the RingCentral Integration Page
Open Zoho CRM and navigate to the “Setup” page. Next, go to “Channels” and then “Telephony.” From the Telephony MarketPlace, you should see a list of providers. Find the RingCentral option or use the search bar to locate it.
2. Enable the Integration
Once you’ve navigated to the RingCentral integration page, find the green “Enable” button in the top right corner. Click the button. After clicking the button, the page will refresh automatically, and you’ll now be able to log in to your RingCentral account.
3. Log In to Your RingCentral Account
After the page refreshes, a box will pop up prompting you to sign in to your RingCentral account. Click the “Login” button, and you’ll be taken to the RingCentral Login Page. Enter your account credentials, and click “Sign In.”
4. Adjust Your Missed Call Alerts
Once you’re signed into your account, you’ll want to adjust your missed call behaviors and calling preferences. First, let’s make changes to your missed call preferences. By default, a missed call will be logged whenever agents don’t accept an incoming call. However, with the default settings, this missed call event will still be logged even if another Zoho user does answer the call. Let’s change this.
Navigate to the “Settings,” “Channels,” and “Phone” page. From there, go to the “Preference” tab. This tab will allow you to check a box that says, “Do not log missed calls if another Zoho user answers it.” Check this box to change this setting.
For further customization, navigate to the “Zoho Desk Preferences” tab on the page. Here, you can set rules to automatically create tickets from all missed calls, inbound missed calls, or outbound missed calls, and select which department should receive the ticket alerts for these missed calls. Click “Save,” and you’re all set.
5. Configure Your Calling Preferences
With RingCentral integration, you choose how you make phone calls through Zoho CRM. You’ll have to first log in to RingCentral via Zoho.
Once this is done, your four options are:
- RingOut: The RingOut option calls phone numbers from your RingCentral account. You’ll have the option to choose any of the devices where you’ve installed RingCentral.
- Browser: Browser calling lets you make calls directly from Zoho CRM without opening up your RingCentral account. This allows you to place calls using click-to-dial and answer incoming calls straight from the Zoho CRM.
- Softphone: You can make calls to your customers and prospects directly through a RingCentral softphone—just ensure you’ve installed the RingCentral app on that device.
- RingCentral Desktop App: Open the RingCentral desktop app and make calls directly through this interface.
To change your calling preferences, click the “Phone” icon located in the bottom right corner of the Zoho CRM window. Select your preferred option from the drop-down menu next to “Make my calls through.” If you select RingOut, you’ll then choose your preferred device.
6. Start Using RingCentral Within Zoho CRM
You’re now ready to start using RingCentral and Zoho CRM together. Depending on your settings, you can use RingCentral’s mobile or desktop apps, or you can make calls directly through your Zoho CRM application.
Ways to Use the Zoho CRM & RingCentral Integration
The Zoho CRM for RingCentral integration helps your agents better handle calls without leaving the CRM. This creates efficiencies in their workflows, and helps them collect and log more accurate data about each customer interaction, which contributes to higher customer satisfaction, lead generation, and nurturing.
Here are a few ways you can maximize your RingCentral Zoho CRM integration:
- Make calls: Dial leads and customers with a single click from within the Zoho CRM. Just click the lead’s name and you’ll have the option to initiate a call or even send a text message.
- Receive screen pop-ups for incoming calls: You’ll get screen pop-up notifications whenever an incoming call dials your number. Zoho CRM automatically shows you detailed information about the caller’s history so that you’re armed with the right information to kick off a great customer experience.
- Follow-up activity: From within the pop-up window, you’ll have the ability to save new callers in Zoho CRM, take notes, and add follow-up tasks.
- View call logs: RingCentral automatically logs all call activities in Zoho CRM. You’re able to pull call details and analytics to track the performance of every interaction.
- Check call recordings: You can find and replay voice recordings of your phone conversations using the call logs.
Frequently Asked Questions
How do I disable my RingCentral Zoho CRM integration?
Follow the process outlined in Step 1 above. Instead of seeing a green “Enable” button, you’ll now see a red “Disable” button. Click the button, and you’ll disable the integration for your account and all other users in the organization.
Which browsers support browser calling?
Browser calling through Zoho CRM is only supported in Chrome 29 and above, and Firefox 47 and above.
Does Zoho CRM integrate with other phone systems?
Zoho CRM and RingCentral work together seamlessly once you’ve connected them through this simple, step-by-step integration. Integrate your accounts in minutes and start working more efficiently in your CRM. Can’t decide if RingCentral is the right business phone system for you? Read our RingCentral review to learn everything you need to know about the cloud communications platform.