Collaborative Contact Center enables greater customer responsiveness
with integrated team messaging and real-time analytics
BELMONT, Calif.--(BUSINESS WIRE)--
RingCentral,
Inc. (NYSE:RNG), a leading provider of global enterprise cloud
communications and collaboration solutions, today announced that Market
Force Information (Market Force), a leader in customer experience
management, has selected RingCentral to expand its contact center
operations and enhance productivity of its global workforce across
multiple locations in US, Canada, and Europe.
Recently named a breakout vendor by Forrester
Research, Market Force offers customer experience solutions,
including contact center services, customer experience and employee
engagement surveys, mystery shopping, and social media review tracking.
Serving hundreds of customers globally, Market Force was seeking a
contact center solution that would better support the growth of its
customer experience management business.
Previously, Market Force had a contact center system that was limited in
reporting capabilities and did not enable mobility. Market Force was
working to enhance its ability to more efficiently report call center
data to other groups across the organization, and optimize schedules and
associates’ performance against key indicators. The previous system was
less effective in enabling agents to work from home, impeding mobility,
which is a core part of the company’s future operations to meet customer
and business demands. With RingCentral
Collaborative Contact Center, Market Force now has integrated team
messaging capabilities for faster communication across teams, enhanced
mobility, and real-time analytics to enable greater customer
responsiveness.
“Given the growth that our customer experience management business is
experiencing globally, we feel RingCentral is key to us continuing to
serve our clients and their customers at a very high level,” said Ryan
Stewart, Vice President of Canadian Operations, Market Force.
“RingCentral’s contact center solution is the best I’ve worked with in
my 20 plus years in this business. Paired with RingCentral Glip team
messaging, we’re able to get the right information to the right people
in real time, avoiding the additional email traffic that burdens
organizations and slows customer response. It has fundamentally been a
game changer.”
Key RingCentral benefits for Market Force include:
-
RingCentral
Glip™ team
messaging: Streamlines inter-office communications
among Market Force’s global workforce; enables messaging in real time
to communicate updates on service levels; empowers dialogue around
changes that are happening at different contact centers.
-
Real-time analytics: Enable Market Force to have direct insight
on customers and increase overall responsiveness and client
satisfaction. Account managers who previously had to request contact
center data and then wait while it was compiled can now access this
themselves using the RingCentral Contact Center™ real-time
dashboards.
-
Global capabilities: Provide highly personalized and efficient
customer experience, supporting agents based in the US, UK, and
Canada, including robust self-serve voice response, customer
messaging, agent screen pops with client information, as well as
customer callbacks and virtual queuing.
“Market Force is a great example of how RingCentral’s Collaborative
Contact Center solution can serve customers very effectively,” said John
Finch, Associate Vice President of Contact Center Product Marketing,
RingCentral. “The powerful combination of RingCentral’s team messaging
and contact center capabilities enables organizations like Market Force
to accelerate the pace at which they respond to customers, opening the
door to new opportunities.”
For more information about Market Force, visit http://www.marketforce.com.
About Market Force Information
Market Force Information® is a customer experience (CX) management
company that provides location-level measurement solutions that help
businesses protect their brand reputation, delight customers and make
more money. Solutions include customer experience surveys, employee
engagement surveys, mystery shopping, contact center services and social
media review tracking, which are integrated into one technology and
analytics platform, KnowledgeForce®. Founded in 2005, Market Force has a
growing global presence, with offices in the United States, Canada,
United Kingdom, France and Spain. It serves more than 200 clients that
operate multi-location businesses, including restaurants, major
retailers, grocery and drug stores, petro/convenience stores, banking &
financial institutions and entertainment brands. The company has been
recognized in 2017 as one of the top 50 market research organizations in
the AMA Gold Report and by Forrester as a Breakout Vendor. For more
information about Market Force, please visit us online www.marketforce.com.
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
Contact Center, RingCentral Glip and the RingCentral logo are trademarks
of RingCentral, Inc.
View source version on businesswire.com: https://www.businesswire.com/news/home/20181101005117/en/
RingCentral, Inc.
Mariana Kosturos, 650-562-6545
mariana.kosturos@ringcentral.com
www.ringcentral.com
Source: RingCentral, Inc.