Improving Customer Experience with Service Cloud Voice x RingCentral Integration

Industry: B2B MSP

Solution: Salesforce Service Cloud Voice x RingCentral

A B2B Managed Service Provider was struggling with missed customer calls and poor visibility into client interactions. Calls were not being logged in Salesforce, meaning service teams had no complete history of conversations tied to cases or contacts. This lack of tracking created delays in resolving issues, inconsistent customer experiences, and limited insight into call activity or agent performance.

We implemented Salesforce Service Cloud Voice integrated with RingCentral to fully automate call handling and logging. Every inbound and outbound call is now captured and linked directly to Salesforce cases and contacts, eliminating missed calls and ensuring full visibility of customer interactions. Agents can access call details, recordings, and transcripts within Salesforce, while managers benefit from improved reporting on call volumes and agent productivity. The result is faster response times, stronger governance, and a seamless customer experience.

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