Engage Voice | Intro to Engage CRM integrations

Engage CRM integrations
Intro to Engage CRM integrations

Installing and setting up an Engage CRM integration

Setting up Microsoft Dynamics for CRM integration

Setting up Zendesk for CRM integration

Setting up SugarCRM for CRM integration

Agent: Logging in to the Engage CRM integration

Agent: Navigating the Engage CRM integration

Agent: Using the Engage CRM integration
Engage Voice Salesforce integration
Intro to Engage Voice Salesforce integration

Installing and Setting up Engage Voice in Salesforce

Launching the Engage Voice app and Adding the CTI Softphone Widget in Salesforce

Setting up IVR screen pop and IVR alerts for Engage Voice in Salesforce

Setting up automatic case creation and call activity for Engage Voice in Salesforce

Logging in to the Engage Voice Salesforce app

Navigating the Engage Voice Salesforce app

Using Engage Voice Salesforce app

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.