TMCnet News
RingCentral Launches Integrated Collaborative Contact CenterRingCentral, 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 (News - Alert) Pulse™ service enables agents and supervisors to communicate and collaborate across their organizations in real time to resolve customer issues efficiently. RingCentral Pulse (News - Alert) 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 rel 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:
"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 (News - Alert), 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:
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/ |