RingCentral Contact Center User Guide
- June 12, 2024
- RingCentral
Table of Contents
RingCentral Contact Center
Product Information
The RingCentral Contact CenterTM is a cloud-based contact center software solution that enables organizations to provide exceptional customer experiences. It combines UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) telecommunications to meet the needs of modern businesses. With real-time reporting, advanced workforce management, AI-based sentiment analysis, and integrations with leading CRM systems, businesses can greatly improve their contact center performance.
Key Benefits:
- All-in-one contact center solution
- More personalized customer experience leads to faster time to resolution and higher CSAT scores
- 99.99% reliability SLA and enterprise-grade security
- High-quality, low-cost telephony and agent collaboration
- Integration with digital channels and leading CRM systems
Key Features:
- Smart routing to reduce costs and enable efficient customer interactions
- Workforce engagement management for valuable insights and improved efficiency
- Analytics, reporting, and supervisor tools for maximizing agent performance
- Automated outbound capabilities for increased agent productivity and compliance
- Flexible, reliable, and secure cloud-based solution
- Smart packaging options with customizable features
Product Usage Instructions
To use the RingCentral Contact CenterTM effectively, follow these instructions:
- Smart Routing: Utilize the smart routing feature to reduce costs and enable efficient customer interactions. This feature uses interactive voice response (IVR) or CRM system data to identify the best possible agent for each interaction.
- Workforce Engagement Management: Take advantage of the workforce engagement management suite to gain valuable insights and improve efficiency. Use the suite to gather data and identify the agents who can best assist customers.
- Analytics, Reporting, and Supervisor Tools: Use the provided analytics, reporting, and supervisor tools to maximize agent performance and provide better customer service. These tools offer insights into agent performance, historical data, and allow supervisors to manage teams effectively.
- Automated Outbound Capabilities: Increase agent productivity with automated outbound capabilities. Utilize predictive dialer technology and intelligent call suppression features to comply with regulations and handle fluctuating call volumes effectively.
- Flexible, Reliable, and Secure: Benefit from the flexibility, reliability, and security of the cloud-based RingCentral Contact Center. Easily scale your staffing up or down as needed, allow agents to work from anywhere, and ensure automatic failover capabilities for uninterrupted service.
- Smart Packaging Options: Choose from three base packages offered by RingCentral Contact Center and tailor them with optional features to meet your specific requirements. These optional features include speech recognition, customer integrations, and workforce optimization.
By following these instructions, you can make the most of the RingCentral Contact CenterTM and provide exceptional customer experiences.
RingCentral Contact Center Overview
RingCentral is the industry leader in cloud contact center software, enabling organizations to provide exceptional customer experiences through connected, empowered, and engaged employees.
- Combining the best in UCaaS and CCaaS telecommunications, suitable for organizations of all sizes, RingCentral Contact Center meets the needs of modern businesses to embrace a future-fit technology stack, enable remote working, reduce costs, and exceed skyrocketing customer expectations.
- Capabilities such as real-time reporting, advanced workforce management, and AI-based sentiment analysis, together with a vast suite of integrations, give businesses the tools they need to greatly improve their contact center performance.
Key benefits
- Increased agent productivity with an easy-to-use, all-in-one contact center solution.
- Empowered and engaged agents deliver faster, more personalized customer experience, leading to faster time to resolution and higher CSAT scores.
- Technology managers get peace of mind thanks to RingCentral’s financially backed 99.99% reliability SLA and multiple layers of enterprise-grade security.
- Agents are happier because they have the tools they need to do a great job.
Key features
- Deep integration with the award-winning RingCentral MVP™ platform for high-quality, low-cost telephony and agent collaboration.
- Skills-based omnichannel routing across voice and digital channels.
- A powerful API suite to fit into any environment with prebuilt integrations to leading CRM systems including Salesforce, Microsoft Dynamics, and ServiceNow.
Detailed features
Smart routing
Reduce costs and enable more efficient and personalized customer interactions
- Skills-based routing connects customers to the agent who can help them best.
- Data-driven routing allows you to use information gathered from the interactive voice response (IVR) or back-end CRM system to identify the best possible agent for every interaction.
- Screen pops from your CRM system arm your agents with the right data at the right time.
Analytics, reporting, and supervisor tools
Get insights to maximize agent performance and provide better customer
service.
- Widget-based dashboards provide real-time and historical reporting.
- Call recording and monitoring make it easier for supervisors to manage teams.
Automated outbound capabilities
Increase your agents’ productivity with predictive dialer technology and
comply with government regulations through intelligent call suppression
features.
- Blended inbound and outbound calling capabilities handle fluctuating call volumes by automatically switching outbound agents to inbound queues when volumes spike and back to outbound when service levels are met.
- Auto dialer can be used for both agent and agentless calling campaigns, increasing agent productivity while staying within compliance
Workforce engagement management
A full workforce optimization suite helps you get valuable insights and
improve efficiency.
- Workforce management optimizes scheduling.
- Quality management maximizes agent performance via coaching and feedback.
- Speech and text analytics uncover customer hot buttons and hidden opportunities.
- Customer survey application provides deeper insights into what your customers think.
- Performance management features one dashboard to provide insight across all systems and gamification to drive agent performance.
Flexible, reliable, and secure
- Based in the cloud, RingCentral Contact Center allows you to easily scale your staffing up or down as needed.
- Agents can work from nearly anywhere even if disaster strikes your headquarters, and automatic failover capabilities allow you to continue running if your primary data center goes down.
- RingCentral Contact Center guarantees 99.99% uptime and safeguards your data with compliance to PCI 1 and GDPR, as well as adherence to several other key reliability standards.
Find the perfect fit with our smart packaging options
RingCentral Contact Center offers three base packages to help simplify your
choice. Each can be tailored with optional features, such as speech
recognition, customer integrations, workforce optimization, and more
For more information, please contact Partner Support at
partners@ringcentral.com or
800-595-8110">800-595-8110.
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud
communications and contact center solutions based on its powerful Message
Video Phone™ (MVP™) global platform. More flexible and cost effective than
legacy on-premises PBX and video conferencing systems that it replaces,
RingCentral empowers modern mobile and distributed workforces to communicate,
collaborate, and connect via any mode, any device, and any location.
RingCentral offers three key products in its portfolio including RingCentral
MVP™, a unified communications as a service (UCaaS) platform including team
messaging, video meetings, and a cloud phone system; RingCentral Video®, the
company’s video meetings solution with team messaging that enables Smart Video
Meetings™; and RingCentral cloud Contact Center solutions. RingCentral’s open
platform integrates with leading third-party business applications and enables
customers to easily customize business workflows. RingCentral is headquartered
in Belmont, California, and has offices around the world RingCentral, Inc. 20
Davis Drive, Belmont, CA 94002. ringcentral.com
© 2021 RingCentral, Inc. All rights reserved. RingCentral and the RingCentral
logo are registered trademarks of RingCentral, Inc. Other third-party marks
and logos displayed in this document are the trademarks of their respective
owners
References
Read User Manual Online (PDF format)
Read User Manual Online (PDF format) >>