Unveils intelligent bots and team collaboration integrated with
Contact Center to revolutionize customer experiences
BELMONT, Calif.--(BUSINESS WIRE)--
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.
View source version on businesswire.com: http://www.businesswire.com/news/home/20180307005734/en/
RingCentral, Inc.
Mariana Kosturos, 650-562-6545
mariana.kosturos@ringcentral.com
Source: RingCentral, Inc.