Machine Learning capabilities improve response time, agent
efficiencies, and overall customer experience
BELMONT, Calif.--(BUSINESS WIRE)--
RingCentral,
Inc. (NYSE:RNG), a leading provider of global enterprise cloud
communications, collaboration, and contact center solutions, today
announced the integration of RingCentral
Engage Digital™, a digital customer engagement platform, with Google
Dialogflow, a machine learning development suite for conversational
interface to connect customers to businesses. With this new
integration, RingCentral Engage Digital customers can now leverage
the machine learning capabilities of Google Dialogflow to efficiently
manage the rapidly growing volume of digital customer interactions. In
addition, enterprises can now better prioritize agent workloads to focus
on critical customer interactions. RingCentral will showcase this newly
integrated solution at Google
NEXT, April 9 – 11, in San Francisco, CA.
"We’ve currently deployed a beta version of the newly integrated product
from RingCentral and we believe that this will be a game changer for us
in providing timely and effective customer service to our rapidly
growing customer base," said Darryl Hoover, chief technology officer,
Direct Travel.
The key benefits of the RingCentral Engage Digital integration with
Google Dialogflow include:
-
Manage large volumes of customer interactions efficiently: With
natural language processing (NLP) capabilities of Google Dialogflow
for written communications combined with RingCentral Engage Digital,
enterprises can automate certain aspects of customer interaction,
without involving a live agent. The interactions that require human
response can be seamlessly escalated to live agents using RingCentral
Engage Digital
-
Enhance the quality of customer interactions: Agent time can be
re-purposed on more complex tasks and questions as opposed to basic
queries that can be automated using AI
-
Improve customer satisfaction: Enterprises can deliver more
engaging and faster customer resolution resulting in higher customer
satisfaction
-
Drive cost efficiencies: Enterprises can enable customers to
communicate with multiple digital channels of their choice without
having to add additional resources and cost
-
Provide historical and contextual information: When an
escalation arises, the right agent is automatically selected and
provided with historical and contextual information to efficiently
solve more complex customer issues
“The variety of digital channels that customers use to interact with
enterprises is rapidly increasing. This has also led to a dramatic
increase in the volume of digital customer interactions that enterprises
now have to manage,” said Jim Dvorkin, senior vice president, Customer
Engagement, RingCentral. “Most enterprises are not equipped with the
right technology to support the volume of digital customer interaction.
The combination of RingCentral Engage Digital with Google Dialogflow
will provide enterprises a solution with built-in machine learning
capabilities to deliver enhanced customer experiences.”
RingCentral Engage Digital is built from the ground up to address these
changing customer behaviors. Leveraging an AI-based smart routing
engine, RingCentral Engage Digital enables agents to efficiently manage
customer interactions across all digital channels via a single
interface. With the integration between RingCentral Engage Digital and
Google Dialogflow customers will have access to a single, fully
integrated and seamless communications experience that enables
businesses to deliver on the promise of world-class digital customer
engagement.
Availability
The beta version of the RingCentral Engage
Digital and Google Dialogflow integration is now available to customers
worldwide.
About RingCentral
RingCentral, Inc. (NYSE:RNG) is a leading
provider of global enterprise cloud communications, collaboration, and
contact center solutions. More flexible and cost-effective than legacy
on-premises systems, RingCentral empowers modern mobile and distributed
workforces to communicate, collaborate, and connect from any location,
on any device, and via any mode. RingCentral provides unified voice,
video meetings, team messaging, digital customer engagement, and
integrated contact center solutions for enterprises globally.
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.
©2019 RingCentral, Inc. All rights reserved. RingCentral, RingCentral
Engage Digital, and the RingCentral logo are trademarks of RingCentral,
Inc.
View source version on businesswire.com: https://www.businesswire.com/news/home/20190409005410/en/
PR:
Jyotsna Grover
Jyotsna.grover@ringcentral.com
415-917-7411
www.ringcentral.com
Source: RingCentral, Inc.