Rare Beverage Company · Food & Beverage / Distribution
How Rare Beverage Company Unified Communications via Salesforce CTI Integration
Rare Beverage Company's 16-agent sales and support team was losing time every day — toggling between Salesforce and a separate phone system, logging calls manually, and missing caller context on inbound calls. They needed everything in one place.
- 16
- Sales & Support Agents
- 100%
- Call Logging Accuracy
- 0
- Tab Switching Required
- 1
- Unified Interface
The Challenge: Fragmented Workflows
Data Silos
Manual call logging created inconsistencies and incomplete records, making it impossible to trust the data in Salesforce.
Workflow Friction
Constant switching between Salesforce and separate phone software reduced agent response times and increased fatigue during busy periods.
Information Gaps
Agents lacked immediate caller context on inbound calls, forcing them to ask customers to repeat information already on file.
The Solution
RingQ Cloud CX was embedded directly inside Salesforce via CTI integration, eliminating the separate phone system entirely.
Embedded CTI Dialer
Agents initiate calls, manage inquiries, and handle transfers without leaving customer records — all within Salesforce's native interface.
Intelligent Caller ID & Screen Pops
Incoming calls trigger automatic customer record matching, displaying the complete interaction history before the agent says a word.
Automated Data Synchronization
Post-call manual entry is eliminated through automatic data pushes: call recordings, timestamped ledgers, and analytics — all written back to Salesforce instantly.
The Results
| Feature | Impact |
|---|---|
| Zero-Tab Switching | Increased agent productivity; reduced click fatigue |
| In-App Transfers | Seamless handoffs among all 16 agents |
| Auto-Logging | 100% accuracy in call history timestamps |
| Centralized Data | Management access to call volume vs. sales revenue reporting |
“The team no longer sees it as a separate system — it's just part of Salesforce. And the data accuracy has completely changed how we report on sales performance.”