RingEX by RingCentral
Available only to agents with “Talk - Partner Edition” seats (see zendesk.com/talk/pricing ). The RingCentral Employee Experience (RingEX) Cloud Application for Zendesk provides seamless integration between Zendesk and your RingCentral services to enable improved customer retention, greater agent productivity, and advanced business processes. RingEX provides a complete host of features to address your business needs Complete cloud-based app Use your browser on any platform (Windows®, Mac®); no software installation is needed. Make or receive calls through the Zendesk browser without having to leave Zendesk or utilizing the RingCentral phone system all directly from your account within Zendesk. Increased call efficiency With simple click-to-dial from within Zendesk, you can spend more time servicing clients and less time dialing. Save time by eliminating misdials. Search between Zendesk or RingCentral contacts within the embedded dialer for easy contact outreach Enhanced customer interaction Talk Partner Edition Support: Sync relevant call record data to your contacts and tickets with Zendesk voice comment object support Incoming callers are instantly matched to existing client records, which are automatically displayed for easy access Tickets are created automatically when a call arrives. Optimize your workflows Save time and effort with automatic ticket and contact creation for any calls received within the Zendesk integration. Streamline your processes and next steps with the ability for RingEX to log all the relevant call details into the Zendesk system along with a call recording. Know your Customer With screen pop capabilities, RingEX will automatically display relevant contact details directly from Zendesk allowing you to stay informed about who you’re talking to. Get a complete picture of your caller at a glance to make the best and informed decisions. Full Telephony Integration and Functionality RingEX provides full access to a powerful and reliable telephony solution all within an embedded dialer integration that sits on top of the Zendesk application. Make calls, receive texts, and listen to voicemails without ever leaving the Zendesk window. Privacy & Data Usage RingCentral is committed to protecting customer data and maintaining transparency regarding how information is accessed and used within the Zendesk integration. Data Access Scope The integration requests permission to read organizational data and write ticket and user data within Zendesk. This access enables core functionality such as click-to-dial, screen pop, call logging, and contact matching. Ticket & User Data Processing The application may read ticket details, user profiles, and related metadata to associate calls with the correct Zendesk records. It may write call activity, notes, and call logs back to Zendesk tickets or users to ensure accurate interaction tracking. Purpose Limitation Zendesk data is accessed strictly for enabling telephony functionality, call logging, caller identification, workflow automation, and improving agent productivity within Zendesk. Data is not accessed for advertising or unrelated purposes. Data Storage & Security RingCentral processes data in accordance with enterprise-grade security standards. Any data handled by the integration is protected using industry-standard encryption and security controls aligned with RingCentral’s global compliance framework. Privacy Commitment For more information about how RingCentral collects, uses, and safeguards data, please review our full Privacy Notice:https://www.ringcentral.com/legal/last-update-august-29-2025/privacy-notice.html Questions? Check out our support resources here or reach out to our channel at 1 (888) 898-4591
CloudAgent
Available to all customers on a Zendesk Suite plan or Customers with Support + Talk Partner Edition - Learn more at https://www.zendesk.com/pricing Cloudagent Cloud Contact Center Inbound | Outbound | Blended call center in a browser Provide Multi-channel ACD (Voice, Email, SMS, Social Media), IVR, Dialer, Quality Monitoring, Interaction Intelligence and more right from your browser within the Zendesk interface. Start your contact center in 5 minutes. Advantages Zero installation, all contact center applications delivered out of browser Improve support with Screenpop and Click to Call Automatically tag calls to tickets Use advanced call center features like call transfer, hold, conference right from the Zendesk interface Track agent performance Barge-in and Advanced analytics Improve Agent Efficiency Cloudagent unified desktop gives agent single window access to all contact center applications such as multiple-channels, dialers and more. Cloudagent, with its advanced features like screen pop, ACD, skill routing, sticky agents, agent scripts etc has been proven to improve the contact center agent efficiency by 60%. Get Insights Interaction Analyst in Cloudagent is an advanced business intelligence tool which helps you get insights into your contact patterns. It offers more than 300 reports across all dimensions of a contact center. It can help you answer questions like Who is the most efficient agent? What is the average call handling time for support skill? What is the peak hour for my call center? Reduce Call Handling Time Customers contact your contact center to get answers. Cloudagent, with Cloud IVR you can design complex IVRs integrated with your back-ends to answer caller queries before they reach your agents. Agents have access to contextual information about the caller including previous contact history. Quality Monitoring Cloudagent integrated voice logger allows supervisor to judge agent performance in context of the contact i.e. campaign, skill etc. Cloudagent allows to custom define the different weightage parameter applicable to particular skill/process allowing agent performance to be judged in terms of parameter that impact the process performance the most. Open API Integrate easily with Zendesk. Greet callers with status of their ticket. Data Disclosure This app accesses and uses the following data from your Zendesk account: User Information: Agent name, email, and ID for authentication and call association Ticket Data: Ticket IDs, subjects, and customer information for screen pop and ticket creation Call Data: Call logs, recordings metadata, and disposition codes are stored in CloudAgent servers for reporting and quality monitoring Data is processed to enable CTI functionality and is retained according to your CloudAgent subscription terms. View our Privacy Policy
