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RingCentral Contact Center
Advanced Capabilities
30+ channels including international
Advanced attribute-based routing
Proactive Conversational AI
Personalized, data-driven conversations
Keeps customers engaged
Native
WEM
Native scheduling and forecasting
Advanced QM and agent performance management
Extensive 3rd Party Integrations
120+ marketplace integrations
400+ APIs available for customization
Bespoke
Deployments
Meets specific business needs
Optimal functionality and performance
Gain a competitive advantage with a CX solution that adapts to your unique requirements
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 interaction - such as a live agent from a bot or 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 unified tools 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.
Transform CX with proactive conversational AI
Harness the power of artificial intelligence across the entire customer journey for enhanced self-service, smart routing, AI agent assistance, knowledge management, proactive outreach and insights and 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.
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 through 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.
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.
