Engage Voice | Intro to Engage CRM integrations

For a PDF download of the Engage CRM integration Admin Guide, click here.

Engage Customer Relationship Management (CRM) integrations will allow users to make calls while staying inside their CRM. Engage supports Microsoft Dynamics, Zendesk, SugarCRM, ServiceNow, Bullhorn, and NetSuite.
The Engage CRM integrations will help deliver a seamless, consistent, and efficient service experience for Engage users using their respective CRMs as their working platform. This integration helps agents because they will not have to leave their CRM to use Engage controls, such as taking or making calls.

Features and benefits of Engage integration

Here are some key features and benefits of Engage CRM integrations:
  • Allows agents assigned to the Engage CRM integration to log in using Single Sign-on (SSO)
  • Allows agents to set their agent state
  • Flexible agent connection (can use any phone number or RingCentral Phone)
  • Custom ‘not ready’ agent states
  • Persistent voice connection
  • Call history
  • Notes from the Engage CRM integration will sync with the CRM database
  • Custom disposition codes at wrap-up
  • Transfer calls within the integration app
  • Allows click-to-dial inside the CRM
  • Caller info screen pops on inbound and outbound calls
  • Ability to take notes and create tasks from the integration app
  • Matches inbound calls with CRM records based on ANI
  • Allows basic outbound calls

Accessing Engage CRM integration

To use the integration, you must be an existing Engage Voice customer. Then you need to purchase the CRM integration feature before it can be enabled in your account. To learn more, visit Installing and setting up an Engage CRM integration.
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