Every day, thousands of enterprise-level organisations rely on RingCentral for their phone and voice communications, with business needs varying from team to team. At the same time, we’re constantly innovating to bring you the latest in enterprise-grade voice features in the world.
Guided by recent polls of our customers, we wanted to share the top 10 voice features that enterprise organisations love in our flagship product: RingCentral MVP.
1. Multi-site admin: Unify and scale communications across locations and departments
Large enterprises with multiple offices often have different technologies at each location. This means a complex backend system of twists and turns that IT teams have to navigate and manage.
The RingCentral Multi-site Support feature allows you to unify your communications infrastructure and manage them all under one single portal. Here are a few ways to use this feature:
- Set individualised outbound caller ID numbers to distinguish their operations within the company.
- Customise call handling rules based on languages, time zones, operating hours, and more.
- Delegate administrative capabilities at the site level for a more efficient management.
- Track individual site performance within a larger company view.
Pro-tip: If you have a multi-site deployment, use Zero Touch Provisioning to enjoy faster deployments of hardware with fewer mistakes. Automate the setup of your phone devices to save money, time and resources.
2. Role-based access control: Take control over who can access what
Roles and Permissions allows you to easily manage access and permissions of users in RingCentral. Choose from prebuilt role templates to quickly grant access to users or create custom roles based on your business requirements.
Roles and Permissions gives IT more visibility into the business while ensuring authorised users and guests are only given the access they need. IT teams also have an extra layer of security to protect company data.
3. Cost-centre management: Track and charge licence expenses on a department level
For companies with global offices or multiple locations, tracking expenses and budget planning can be extremely complex without a Cost Centre hierarchy built into your apps.
With Cost Centre Management, IT admins can easily assign purchases of RingCentral licences to a department/location or an individual based on Cost Centre Codes.
Let’s say you have hundreds of departments each with its own budget to keep track of. Cost Center Management helps track and manage RingCentral service costs against your departmental budgets in a single, unified view.
Pro-tip: Bulk upload Cost Centre Codes for each location to save time and boost work efficiency.
4. Single Sign On (SSO): Use your apps with less effort and more security
Single Sign-On (SSO) allows your employees to logon with a single password to get access to a wide range of applications your business is using, including RingCentral.
Single Sign-On reduces cyber attacks and reduces “password fatigue” by encouraging stronger passwords among your users without having to save a list of passwords. In fact up to 50% of help desk requests can be password-related—with password resets costing organisations approximately £60/$70.
5. Call queues: Improve first call resolution and increase business efficiency
Call queues automatically answer incoming calls and distribute them to identified employees in your organisation who can help resolve an issue or answer a question.
Maximise employee availability through call queues, which offer call handling, flexible call flows, customising business hours, real-time and historical call analytics. Spend less time redirecting the call to the correct employee and lower your cost per call.
With call queues, the entire resolution cycle is streamlined, allowing your employees to make the most of every call and provide the best service possible.
Pro-tip: Resolve customer issues faster and elevate customer experience with RingCentral Contact Centre.
6. CRM Integrations: Embed your phone where sales teams do their work
Want to get valuable data from your sales call logs and improve close rates? Integrate RingCentral MVP with popular CRM apps such as HubSpot and Salesforce—or Zoho to automate call logging and call transcriptions.
Gain insights on every call and leverage RingCentral’s advanced phone system capabilities like Multi-level IVR and call handling, in tandem with your CRM tools and revenue intelligence AI tools like Gong.
7. Company directory: Full control of your internal employee directory
Company Directory Control enables IT admins to take control of the company contacts shown on employees’ instances of the RingCentral app. IT admins can easily hide specific contacts in the company directory from being seen in the app and vice versa.
This helps keep your company contacts clean by taking group extensions off directory lists or keep specific extensions (for example, the CEO) unsearchable.
8. Automatic call recording: Stay compliant and keep improving
Automatically record all inbound or outbound phone calls with Automatic Call Recording. Businesses in highly-regulated industries such as financial services and healthcare can stay compliant while also monitoring calls and interactions with clients.
Recordings can also be used for customer insights, training or to simply keep records. These help identify winning customer strategies and shortcomings. Just remember to always inform recipients that calls will be recorded before the conversation begins.
9. Call monitoring: Better support your agents
Your agents won’t have the ability to resolve customer issues every single time. That’s where call monitoring comes in.
Call monitoring allows you to listen in on calls, whisper to your employees, enter conversations and even take over calls to improve agent performance. This provides opportunities for course correction, especially for new agents with important leads or if leadership is needed to manage either the next phase of a sales deal or a multifaceted support ticket.
Real-time call monitoring also gives you a top-down view of everything happening in customer calls. Use together with RingCentral Analytics to access real-time data such as who’s the most active agent, who spends the most time on calls, and how much time customers are waiting in the queue to anticipate next-minute changes.
10. Caller ID Name (CNAM): Improve call pick up rates
RingCentral Caller Name (CNAM) is a component of our Caller ID services. It refers to the caller ID name that’s displayed on an incoming phone call. When RingCentral users deliver an outbound phone call, our customers can use an API function called ‘CNAM Lookup’ to input the phone number and query the caller ID. Think of it as ‘do it yourself’ caller ID.
You can update your outbound caller ID name through the Admin Portal. And with local presence dialling, you can connect using over 100+ different local numbers on every call. After all, people are four times more likely to answer local phone numbers.
Originally published 21 Sep, 2022