RINGCENTRAL CUSTOMER EXPERIENCE
Complex Connections made simple
Easy customer communications make great customer experiences
Deliver the experience your customers want—anytime, anywhere, with anyone
INBOUND CONTACT CENTER
Make it more than customer support
Resolve customer issues faster with intuitive tools that work from anywhere. Get fast resolution to your customer issues, no matter which channel you’re on.
Omni-Channel Skills-based routing: Connect customers with the right agents and solve their problems the first time—no matter where they are.
Agent management: Optimize agent schedules to minimize downtime and prevent long hold times for customers.
Real-time insights: Improve sales and service with real-time reports, agent monitoring, and in-depth customer surveys.
OUTBOUND CAMPAIGNS
Step up your proactive outreach
Upsell, cross-sell, collect, and promote with dynamic outbound contact center and campaign management.
Dialers for every campaign: Make the most out of every conversation with manual, preview, progressive, and predictive dialers.
Easy agent experiences: Increase efficiency and productivity when working through lead lists and dispositions.
Personalized scripting: Ensure consistent, on-brand experiences with accurate, flexible scripts tailored to every customer.
DIGITAL ENGAGEMENT
Meet customers on their preferred channel
Make it easy for customers to reach out in the way that’s most convenient for them. Make it simple, intuitive, and easy to connect in their channel of choice.
Support on every channel: Whether customers reach out on Facebook, Twitter, email, chat, or any other digital channel, manage all your responses in one customer engagement platform.
Right agent, right time: Use artificial intelligence and machine learning to analyze messages so you can filter and route them to the right agent, every time.
Data that works for you: Identify ambassadors and detractors while boosting sales with analytics that track volume, activity, and quality across every interaction.
OMNICHANNEL ROUTING
Speed up service
Route inbound calls based on capacity, availability, and rules you define in one easy-to-use interface.
One routing engine for smoother operations
Optimize productivity and customer experience by handling multiple digital and voice interactions based on individual capacity.
Resolve issues faster with skills-based routing
Connect customers to the best available agent. Set up queues based on agent skill, language, or even specific channels.
Deepen relationships with personalized routing
View recent purchases, VIP status, or the last agent a customer interacted with to identify the best agent for each conversation.
WORKFORCE MANAGEMENT
Keep agents engaged and productive
Incentivize great service with tools for gamification, all while minimizing downtime and reducing costs.
Optimize everyone’s schedule
Plan and manage your inbound call 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 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, and more.
REPORTS AND DASHBOARDS
Get instant performance snapshots
Make business-critical decisions based on customizable and visual reports.
Track progress with pre-built reports
Gain insight into average handle time, first contact resolution, queue time, and other important metrics.
Act fast with real-time dashboards
Monitor critical KPIs, agent performance, and the customer experience in real-time. Send push notifications to key stakeholders during critical events.
Dive deeper with business intelligence
Go beyond standard KPIs with data visualizations and root cause analysis using an easy custom dashboard.
AGENT SCRIPTING
Set agents up for success
Help your team deliver a more personalized service to every customer.
Create scripts quickly
Quickly build and update responses with our drag-and-drop scripting builder. No coding is necessary.
Guide conversations
Assist agents by creating dynamic workflows to guide conversations and highlight compliance and mandatory disclaimers.
Onboard new agents in minutes
Get new outbound call center agents up and running quickly with script guidance every step of the way.
OUTBOUND DIALERS
Speed up lead generation
Reach leads and customers faster than competitors while reducing the risk of TCPA violations.
Stay dialed-in
Make the most of every connection by using advanced list management features with preview, predictive, and proactive dialers.
Leverage call blending
Maximize productivity by starting an outbound campaign during low traffic and switch to inbound when it gets busier.
Reduce TCPA risks
Set up manual agent-initiated calling from a separate system. Scrub outbound call lists against the Do Not Call Registry and time-of-day enforcement data.
DIGITAL CHANNELS
Be where your customers are
Go beyond phone calls and meet customers wherever they are online.
Offer social media support
Handle large volumes of interactions on Facebook, Twitter, Instagram, YouTube, and other social media apps.
Be more accessible
Chat with customers using WhatsApp, Apple Business Chat, Facebook Messenger, Google Business Messages, and in-app messaging on any iOS or Android device.
Connect across all channels
Set up seamless customer service by integrating with other channels including chat, text, review sites, communities, and an SDK.
CHATBOTS
Free up agents with virtual assistants
Handle higher inbound volume, automate simple inquiries, and provide a consistent experience across digital channels.
Open up new customer channels
Easily automate conversations by integrating directly with Google Dialogflow, a best-in-class chatbot.
Find the right fit
Implement your bot of choice, or take advantage of one of our partnerships with Microsoft Bot or Cognigy.
Speed up response times
Use chatbots to respond to common inquiries or gather more information before handing off to an agent.
ANALYTICS AND REPORTING
Understand the full customer experience
Craft a better customer experience with built-in feedback surveys and data-informed insights.
Spot trends on every channel
Set custom SLAs by channel to monitor and track the complete customer journey.
Improve team performance
Get a deeper look into agent performance with pre-built and customizable dashboards.
View data from every angle
Inform your customer service strategy by slicing and dicing your data any way you’d like with drag-and-drop business intelligence dashboards.
Better customer service starts here
Get Omnichannel Flexibility
Connect your inbound contact center agents with customers on their channels of choice—not just by phone..
Enable Self-Service
An automated IVR system and robust resource centers let customers help themselves without agent intervention.
Integrate your Corporate Directory
Enable agents to collaborate with back-office experts through a shared directory and presence indication.
Tap into Supervisor Tools
Course-correct inbound customer service agent behaviors through whisper coaching, silent monitoring, and barge-in functionality.
Setup Intelligent Router
Deliver a smarter customer experience through AI, skills-based routing, and actionable analytics.
Connect your CRM and your favorite Apps
Integrate your favorite business intelligence tools and your CRM to personalize service for customers and to enhance workflows.
Sign up for a free personal demo
A sales advisor will contact you for a personalized, informative demo on the key features and benefits of a cloud phone system.