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Omnichannel CX – RingCentral Contact Center

Effortless customer and agent experiences

Help customers from anywhere at any time on any channel.

CX that’s simple, smart, and fast

Seamless CX

Connect customers to the right resource to solve their problem the first time-whether in self-service or with a live agent-in any channel.

Smarter Service

Transform customer and employees experiences through intelligent routing, conversational AI, agent assistance, and insights & analytics.

Empowered Agents

Provide agents with AI tools to enhance engagement and solve customer problems. Simplify forecasting, scheduling, and monitor agent performance.

Cross Company Collaboration

Simplify business communications with a single unified tool for all interactions. Bring CX to the entire Organization by integrating RingCentral Contact Center with RingCentral MVP.

Agile Operations

Measure contact center performance with enhanced analytics to drive CX improvements.

Seamless CX

Connect on any channel

Interact with customers in the channel of their choice, including voice, chat, email, and 30+ digital channels.

Deliver a better customer experience with smart routing

Maintain a single customer identity no matter how they interact with you, even if they switch channels during an interaction-such as a live agent from a bot or a voice call from a digital interaction.

Connect customers to the best available resource

Set up queues based on agent skill, language, or even specific channels. Enable intelligent self-service and automation. Reduce abandoned calls with automatic callback.

Enable a better agent experience with a unified tool for all interactions

Provide agents with a single pane of glass for all interactions to simplify customer engagement, accessible on any device,
from any location.

Smarter Service

Transform CX & EX with AI and Automation

Harness the power of artificial intelligence and automation across the entire customer journey for enhanced self-service, smart routing, AI agent assistance, knowledge management proactive outreach, and insight & analytics.

Provide customers with intelligent self-service

Deploy AI-enabled omnichannel virtual agents to provide 24/7 immediate, personalized, and exceptional customer support.

Connect customers to the best agent

For the times when a customer inquiry isn’t solved with a virtual agent, leverage AI to route the interaction to the best available agent, ensuring that the interaction context is provided to the agent.

Power intelligent agent experiences

Leverage AI to assist, coach, and guide agents in the moment.
 

Empowered Agents

Keep agents happy, engaged, and productive

Make agent experiences easier with AI- driven agent guidance and assistance tools. Incentivize great service by making work fun gamification, all while minimizing downtime and reducing costs.

Optimize everyone’s schedule

Plan and manage your contact center team’s hours according to traffic volumes, vacations, and training.

Stay on top of service quality

Keep a pulse on performance with screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring.

See what’s working in real time

With analytics for every interaction, you can track sentiment, identify ambassadors and detractors, view trending topics, identify patterns and more in order to improve the customer experience.
 

Cross Company Collaboration

Keep important conversations in one place

Unlock new use cases with an single, integrated platform for employee and customer interactions.

Connect with product experts across the organization

Solve issues faster by reaching out to SMEs company-wide, with a shared directory, bidirectional presence synchronization, and call transfer/conferencing.

Engage hybrid and remote agents

Coach and train in-office and remote agents, whether individually or in groups, with RingCentral MVP video meetings.

Keep key stakeholders informed

With RingCentral Pulse, configure automated alerts and notifications to be delivered to dedicated messaging channels on RingCentral MVP.
 

Agile Operations

Get detailed performance insights

Make business-critical decisions based on historical reports and live analytics.

Track progress with pre-built reports

Choose from 100+ pre-built reports to gain insight into average handle time, first contact resolution, queue time, and other important metrics.

Get the metrics that matter to you

Build custom reports by selecting from 250+ out-of-the-box metrics that can be filtered and scheduled to meet your needs.

Act fast with real-time dashboards

Monitor critical KPIs, agent performance, and customer experience in real time with a flexible, customizable dashboard. Automatically send push notifications to key stakeholders during critical events.
 

The Business Value of RingCentral Contact Center

48%

Increase in customer satisfaction

53%

Increase in employee satisfaction

25%

Increase in average revenue per agent

30%

Decrease in cost to serve

46%

Increase in revenue growth rate

43%

Increase in first contact resolution

Enhanced flexibility

Connect your contact center agents with customers on their channels of choice—not just by phone.

Integrate your corporate directory

Enable agents to collaborate company-wide through a shared directory and presence indication.

Set up intelligent routing

Deliver a smarter customer experience through AI, skills-based routing, and actionable analytics.

Enable self-service

Help customers solve problems without agent intervention with an intelligent IVR, chatbots, and robust resource centers.

Tap into supervisor tools

Course-correct poor agent behaviors through silent monitoring, whisper coaching, and barge-in functionality.

Connect your favorite apps

Integrate your favorite business intelligence tools to enhance and customize your workflows.

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