Inspiration
Here at Loyally we are focused on developing and delivering high quality CTI solutions.
What we have built
The app integrates RingCentral Engage into Freshdesk allowng the user to do everything from one environment. The app gives you all the call functionality your are used to as an Engage user with the added benefit of automatic Freshdesk Contact lookup based on the phone number and the ability to add and use your call notes to create a ticket for the correct Contact. On top of that you will be able to use click to dial and call recording are directly available from the created Freshdesk ticket
How the app was developed
We have developed the app with the best of what Freshworks and RingCentral has to offer. Using the RingCentral embeddable widget we have integrated the user interface within the Freshdesk SDK giving a seamless integration and excellent user experience.
Challenges we ran into
While setting up the RingCentral Engage account there were some technical difficulties with regards to the sandbox/production environment. This was resolved with the help of RingCentral. Specific issues that were noted during testing were resolved with close cooperation between Loyally, Freshworks and RingCentral
Accomplishments that we're proud of
With the help of the Freshdesk SDK and the RingCentral Engage embeddable the end product is a seamless integration between the two platforms. We are very excited to be launching this as an app.
What we learned
We have learned that working together with both parties is key in achieving your goal. Luckily communication was always possible via different channels and platforms.
What's next for RingCentral Engage
We will be looking at the backlog and having refinement sessions for the next version. User feedback and feedback from Freshworks and RingCentral plays a big roll in this next phase.
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