Recently, one of my Zoho CRM clients approached me to integrate their existing IP Telephony. This would provide them with the ability to “Click-To-Dial” from Zoho, bring up a Contact’s record when they call and track and monitor calls directly within the CRM.

My client had a Vonage IP Telephony solution, but to integrate this with Zoho CRM would have incurred significant additional costs as a specialist API connector service would be required to link the two systems.

Fortunately, Zoho CRM has a selection of IP Telephony providers which they’ve already integrated and tested under their Phonebridge Add-On. After analyzing and trialling each, I decided to try RingCentral for the client. You can view the other alternatives by clicking here.

RingCentral

Since installing RingCentral for my client, I’ve been so impressed with the technology that I’ve invested myself. It’s just so good. As a single business owner, I’d always thought having a mobile-only business meant that I could be lean, mean and anywhere at anytime. What I didn’t account for is a burning ear at the end of the day and the fact that the user interface on an IPhone isn’t really geared towards making lots of calls (ironic isn’t it?)

Integrating RingCentral with Zoho CRM is pretty straightforward. The PhoneBridge Add-On can be accessed under Setup>Apps and Add-Ons>Other Apps>PhoneBridge. From there, follow the installation wizard adding your RingCentral credentials as you go. As with most premium features, the PhoneBridge connector is not available in the free version of Zoho CRM.

RingCentral
RingCentral

Initially, I used the desktop Softphone to make and receive calls, but it quickly became evident that the system would come alive with a deskphone. One of the main issues with the Softphone was when making a “Click-To-Dial” call from the CRM, it launches the Softphone which then rings you as the agent. From there, you need to press “1” to connect the call. This all feels a little clumsy.

I’ve now purchased a Desktop IP Phone. I opted for a very reasonably priced Polycom VVX201. It’s a basic model with nothing fancy in terms of features, but Zoho CRM does all that for me anyway. It does have HD Voice, speaker and an RJ9 connection for a headset. Perfect for my requirements and at only £70, it fits most small business budgets too.

Polycom VVX201 IP Phone

Connecting the Desktop IP Phone to RingCentral couldn’t be easier. It’s as simple as plugging it into an Ethernet port and letting the system do the rest. If purchased from RingCentral (highly advisable), it comes pre-configured and ready to go. I was up and running in minutes.

RingCentral can be configured from a cloud-based console to divert calls wherever you need them to go. So, if you’re on the road, you can point your cloud-based number to your mobile for the day. For larger organisations, it’s easy to set up call groups, receptionists and IVR systems.

Making and receiving calls is now so much easier. There’s no worries about my mobile burning my ear or causing future issues, I track every single call made in Zoho CRM along with notes and follow-up tasks or calls and it’s flexible enough to ensure I can still be where I need to without worrying about leaving a desktop phone unmanned.

Target Cloud will be bringing RingCentral into the portfolio of services for clients. If you would like to have a trial, then get in touch to register your interest.

Zoho CRM

When customers engage across email, social media, and in person, you should, too. With Zoho CRM, you can. Bring all your conversations into one place, and make the most of your interactions at a moment's notice. Zoho CRM: Ready for multichannel, ready for you.

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