RingCentral Launches Integrated Collaborative Contact Center
March 07 2018 - 9:28AM
Business Wire
Unveils intelligent bots and team collaboration
integrated with Contact Center to revolutionize customer
experiences
RingCentral, Inc. (NYSE:RNG), a leading provider of global
enterprise cloud communications and collaboration solutions, today
announced its Collaborative Contact Center solution, which
transforms the way organizations manage customer engagement.
RingCentral Contact Center™ integrated with RingCentral Glip™, a
team messaging and collaboration solution, and new RingCentral
Pulse™ service enables agents and supervisors to communicate and
collaborate across their organizations in real time to resolve
customer issues efficiently.
RingCentral Pulse provides intelligent bots that monitor
critical call center metrics in real time and provide automated
alerts and notifications to key stakeholders directly into
RingCentral Glip messaging teams. This will enable companies to
deliver superior quality service to their customers. In addition,
all the various agent groups in the contact center automatically
have corresponding teams in RingCentral Glip to enlist help of
other agents and experts in the enterprise to improve response
times.
“We’re pioneering a new approach to customer engagement and
giving companies a better way to serve their customers that goes
beyond the traditional contact center,” said Jim Dvorkin, SVP of
Contact Center at RingCentral. “RingCentral is delivering on its
Collaborative Communications™ vision, which puts collaboration at
the center of the customer experience, and extending it to the
contact center. Contact center agents, teams, and experts
throughout the organization can collaborate in real time, enabling
businesses to fulfill the promise of world-class customer
engagement.”
In traditional contact centers, the lack of communication and
collaboration between agents and other departments across the
organization has historically resulted in siloed communications
efforts, leading to slow response times and poor customer
satisfaction. RingCentral Collaborative Contact Center
provides:
- Expert Access: Using RingCentral
Glip team messaging capabilities, agents and teams can bring in the
necessary expertise, not only from within the contact center, but
also from the rest of the organization, to speed up response time,
ultimately improving the customer experience.
- Customer Engagement: Contact
center agents can create in real time new teams consisting of
customer representatives and company experts. These teams can now
use integrated communications tools, such as chat, file sharing,
video and web meetings, and conference calling. This enables
customers to collaborate with multiple company experts in complex
problem resolution to quickly identify and settle customer
issues.
“A good portion of support inquiries handled by contact center
agents require some sort of assistance from experts in various
parts of their organization,” said Blair Pleasant, President &
Principal Analyst for COMMfusion. “By integrating the power of
cloud-based unified communications, team messaging, and
collaboration into the contact center, RingCentral enables
businesses to better serve customer needs in a faster and more
flexible way.”
RingCentral Pulse for Contact Center provides automated
intelligent bots
With the integration of team messaging with Contact Center,
RingCentral Pulse adds intelligent bots for monitoring of important
contact center metrics with alerts and notifications to key contact
center stakeholders and teams. This visibility empowers supervisors
to take immediate action to resolve contact center quality of
service issues in real time, while also improving the efficiency of
contact center performance.
Specific capabilities of RingCentral Pulse for Contact Center
include:
- Automated KPI Monitoring: A
series of bots monitor various performance parameters of the
contact center, informing supervisors when problems emerge so
immediate action can be taken, such as bringing on additional
agents or rescheduling planned activities.
- Smart Alert Distribution: When
KPIs are not being met, leading to subpar service levels or
operational inefficiencies, contact center alerts and notifications
are delivered within RingCentral Glip teams. These alerts provide
supervisors with real time access to critical operational contact
center insights so they can take action and expedite the
resolution.
- Ease of Configuration:
Supervisors can easily configure and tailor important KPIs for
agents, teams and skill groups for which they are responsible, as
well as identify who should get notified to take immediate
action—right within RingCentral Glip.
- Mobility Enabled: Alerts and
notifications are available on desktop and mobile devices, enabling
supervisors to take action, no matter their location.
- Team Sync: Contact center agent
groups defined in a contact center application now appear as Teams
in RingCentral Glip, so agents and supervisors can post messages
and exchange files that will reach the whole agent group, thereby
improving internal collaboration.
The RingCentral Pulse for Contact Center beta is expected to be
available in Q2 2018. Demos will be shown at Enterprise Connect
2018 in Orlando, Florida, from March 12–15 at booth #1907.
About RingCentral
RingCentral, Inc. (NYSE:RNG) is a leading provider of global
enterprise cloud communications and collaboration solutions. More
flexible and cost-effective than legacy on-premises systems,
RingCentral empowers today’s mobile and distributed workforce to
communicate, collaborate, and connect from anywhere, on any device.
RingCentral unifies voice, video, team messaging and collaboration,
conferencing, online meetings, and integrated contact center
solutions. RingCentral’s open platform integrates with leading
business apps and enables customers to easily customize business
workflows. RingCentral is headquartered in Belmont, California, and
has offices around the world.
©2018 RingCentral, Inc. All rights reserved. RingCentral,
RingCentral Pulse, RingCentral Contact Center, RingCentral Glip,
Collaborative Communications, and the RingCentral logo are
trademarks of RingCentral, Inc.
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version on businesswire.com: http://www.businesswire.com/news/home/20180307005734/en/
RingCentral, Inc.Mariana Kosturos,
650-562-6545mariana.kosturos@ringcentral.com
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