The unified communications research specialist, Metrigy, has awarded RingCentral with the Top Provider title for Contact Centre platforms.
As these awards are earned based on both customer ratings and quantitative metrics around measurable business success, it’s a real honour for RingCentral to be named a MetriStar Top Provider.
For the 2022 awards, Metrigy received input from a total of 30 businesses, whittling it down to 16 before conducting a rigorous research study into each of the platform’s user experience, and key attributes. Metrigy research participants examined essential traits such as technical features, value, reliability, app integrations, security, and AI and analytics capabilities.
The Contact Centre Platforms category focused on the performance of these platforms in driving customer engagement and business success. The Top Provider award recognises the platform whose customers achieved high business success and reached above-average customer sentiment ratings from using the platform.
Businesses have endured a huge amount of change over the past few years. Whether it’s a move to hybrid working, transitioning to fully remote, or experimenting with a four-day week, there’s a lot of upheaval for business leaders and employees alike. Now, more than ever, businesses need stability and reliability when it comes to their technology.
Integrating UCaaS and contact centre boosts service
In addition to internal changes, new developments in technology and improved flexibility has resulted in a culture of immediacy, with consumers wanting to interact with businesses faster via a communications channel they choose.
That means businesses are finding that simply offering call distribution and interactive voice response capabilities isn’t cutting it in a consumer landscape where customer expectations are at an all-time high. Businesses need to think about how artificial intelligence, such as conversational AI could support their agents, and how offering multiple, integrated channels so customers can make contact via their preferred channel, could improve their customer engagement strategy.
According to Metrigy’s CX & Workforce Optimisation study, businesses see a 54.1% improvement in revenue and a 36.9% boost in customer ratings when they use a single provider for unified communications and contact centre integration. We’re extremely proud that our comprehensive communications platform provides businesses with everything they need to collaborate internally and deliver a more streamlined, frictionless experience for the end customer.
Making customer experience a priority
RingCentral’s reliable, affordable and secure contact centre platform is the result of a huge team of talented individuals, who put customer experience at the forefront. The experiences and consumer trends we’ve seen over the past few years have driven us to strive for excellence every day, and we’ve been hugely grateful to play a role in connecting businesses with their customers during challenging times.
The past few years have triggered serious innovation for RingCentral and our customers. Learn more about our innovations in the latest blog and find the Metrigy award with insights here.
Originally published 16 Jun, 2023, updated 14 Sep, 2023