RingCentral Contact Center Solution

RingCentral CCaaS – A reliable and secure CX cloud solution that meets all your needs

Connect all your agents, no matter where they are on the planet

RingCentral Contact Center Solution is a world-class cloud-based solution that allows your agents to work from anywhere. No matter where they are, your agents can easily work with these simple and efficient tools and offer a fast service to your customers.

Omnichannel solution
Get in touch with your customers, regardless of the channel used. The RingCentral contact center solution allows you to manage inbound calls with softphones or landlines. As for outbound calls, different types of autodialers help you reach your customers or prospects more easily by reaching them at the right time.

The solution allows customers to reach you through messaging. Customers can contact you through different applications like Facebook Messenger, WhatsApp, Google’s Business Message, etc. They can also text you via their cell phone. The solution also allows you to sort and manage inbound interactions from social media like Facebook, Twitter, Instagram and YouTube.

The RingCentral contact center solution also offers chat service: your customers can communicate with you live on your website. You can also initiate the conversation with them in a personalized way by providing your agents with historical data to personalize the experience. Finally, you can manage incoming emails and the quality of responses sent.

Intelligent Routing
Connect the customer to the right agent for faster resolution with omnichannel routing, skill-based routing and artificial intelligence routing.

You can automate routine tasks for your agents using the automation feature. With Interactive Voice Response (IVR), customers can perform routine operations. In addition, virtual queuing allows you to offer customers a call back while maintaining their place in the virtual queue. Finally, your customers can get answers to their simple and common questions via an integrated virtual assistant (Chatbots).

Automatic dialer
The automatic dialer allows your organization to get in touch with your customers and prospects. You can increase your sales by knowing who to contact and when.

Workforce Management and Optimization
RingCentral’s workforce management allows you to optimize agent schedules and minimize agent downtime. With this solution, customers are served quickly during peak periods and agents on duty remain active during off-peak periods.

Quality Management
The RingCentral contact center platform allows you to improve your quality management program by automating your assessment processes and eliminating manual procedures. You can also improve accuracy and automatically assess relevant interactions on a consistent basis with built-in artificial intelligence-based analytics. RingCentral’s contact center solution allows you to assess the quality of interactions from any data source, recording solution, or digital channel in an automated program.

RingCentral Analytics enhances your customers’ omnichannel experiences by detecting emotions and analyzing customer satisfaction and dissatisfaction trends across all contact channels. With this functionality, you can identify favorable or unfavorable agent behaviors to make coaching more effective. You can also reduce compliance risks by analyzing every interaction for potential problems.

CRM Integrations
You can personalize the customer experience and improve agent productivity with pre-built CRM integrations to Salesforces, Microsoft, Zendesk, Sugars, and more. Open APIs also allow you to collect data from your own CRM. With these integrations, your agents can deliver better customer experiences in less time since they have easy access to the tools and information they need.

UCaaS Integration
You can connect the RingCentral contact center solution to RingCentral’s UCaaS MVP solution and provide a unified user experience. This integration allows you to easily contact anyone inside or outside your contact center from the same interface.

Security and Compliance
The RingCentral contact center solution is flexible, scalable and secure. Your data is protected by powerful encryption capabilities. In the event of an outage, our failover feature ensures the integrity and availability of your contact center without interruption of service.

The platform is rigorously tested through regular penetration and intrusion detection exercises. The solution is compliant with HIPAA, PCI, SOX, CPMI and many other security standards.

Advantages of RingCentral Contact Center:

Cost: you only pay for what you use.

Security: encryption of communications and data in the database. Systems continuously monitored for security anomalies.

Flexibility: fully scalable, you can increase your number of agents or your storage capacity quickly.

Mobility: accessible from anywhere via mobile devices such as phones or tablets. Available 24 hours a day/7 days a week.

Collaboration: Information sharing and collaboration between employees in different locations is greatly facilitated.

Disaster recovery: rapid restoration of computer systems (data backup, access to the platform).

Loss prevention: storing data in the cloud makes the risk of data loss almost non-existent.

Automatic update: the solution is automatically updated by the developer’s experts. No need to schedule updates, mobilize teams and plan downtime. Users always have access to the latest version in production.

Centralization: access to all applications via a single portal. All applications are integrated into the platform.

For more information on our CCaaS solutions

To access RingCentral product page