Digital CX

Digital Customer Engagement Platform

Connect with customers across 20+ digital touchpoints like the web, social media, messaging apps, review platforms and your custom channels.
Support agent using RingCentral customer engagement solutions to assist a client via chat.

Make it easy for customers to get help anytime, from anywhere

Engage across multiple channels

Whether customers reach out on Facebook, Twitter, email, chat, messaging apps, review platforms, or any other digital channel, manage all your responses in one customer engagement platform.

Elevate agent experience

Free up agents to focus on higher value activities with chatbots and smart routing. Assist agents to serve customers better with AI recommended responses.

Gain insights to improve efficiency

Leverage customisable real-time and historical analytics to increase agent and contact centre performance. Use AI to improve customer sentiment.

Get more value with open platform

Connect with tools that run your business using open APIs and webhooks. Scale your operations instantly with a reliable and secure platform.

RingCentral's digital customer engagement platform allows businesess to connect with customers on Facebook, Twitter, Instagram, YouTube, and other social media apps
DIGITAL CHANNELS

Be where your customers are

Go beyond phone calls and meet customers wherever they are online.

Offer social media support

Handle large volumes of interactions on Facebook, Twitter, Instagram, YouTube, and other social media apps.

Be more accessible

Chat with customers using WhatsApp, Apple Messages for Business, Facebook Messenger, Instagram Direct Messages, Google Business Messages, and in-app messaging on any web, iOS, or Android device.

Connect across all channels

Set up seamless customer service by integrating with other channels including chat, text, review sites, communities, and an SDK.
CHATBOTS

Free up agents with virtual assistants

Handle higher inbound volume, automate simple inquiries, and provide a consistent experience across digital channels.

Open up new customer channels

Easily automate conversations by integrating natively with Google Dialogflow, a best-in-class chatbot.

Find the right fit

Implement your bot of choice, or take advantage of one of our partnerships with Microsoft Bot or Cognigy.

Speed up response times

Use chatbots to respond to common inquiries or gather more information before handing off to an agent.
Chatbot assisting a customer to find a product
RingCentral Analytics dashboard
ANALYTICS AND  REPORTING

Understand the full customer experience

Craft a better customer experience with built-in feedback surveys and data-informed insights.

Spot trends on every channel

Set custom SLAs by channel to monitor and track the complete customer journey.

Improve team performance

Get a deeper look into agent performance with pre-built and customisable dashboards.

View data from every angle

Inform your customer service strategy by slicing and dicing your data any way you’d like with drag-and-drop business intelligence dashboards.
UCAAS INTEGRATION

Connect with experts across your organisation

Give agents the tools to access internal experts by integrating RingCentral MVP™. Now it’s easy to get answers and solve queries on the spot with team messaging built into your digital engagement platform.
Finance Team switching from chat to video call real time to discuss a customer query

Everything you need to resolve issues faster

Automatically detect and merge customer profiles across different digital channels.

Send messages to the right agent based on message content, channel, and agent skill set.

Enable agents to reply smarter with AI recommended suggestions based on integration with Google Agent Assist.

Enable customers to co-browse or share their screen with agents while chatting to solve their problem.

Enable agents to ask for approval when responding to inquiries or transfer the conversation to another agent.

Reply instantly to simple questions with chatbots and seamlessly hand off to agents if a conversation gets more complex.

Help agents grow and perform better with dual listening for easy coaching and analytics tracking for key KPIs.

Enhance your support history by integrating and embedding with existing tools such as CRM that run your business.

Reduce the effort for the customer and agent by routing the messages on the same or different topic to the same agent the customer last spoke with.

AXA Switzerland logo
Digital channels represent the next paradigm of customer interactions. They’re a game changer.

—AXA Switzerland

Video: AXA embraces the rise of digital customer service

Create better customer experiences, every time

48%
increase in customer satisfaction
53%
increase in employee satisfaction
30%
decrease in cost to serve
50%
increase in shifting call volume to digital
43%
increase in first contact resolution
Source: 2022 RingCentral Customer Success Metrics Survey.

Build the complete customer experience

Omnichannel CX | Outbound CX | Digital CX

Get more done with APIs

Build your digital presence with our API and programmatically manage interactions from any digital channel.
A female agent gets better customer engagement using RingCentral App Integration

More on digital customer service

Ebook: How to build a modern digital customer service strategy
EBOOK
How to build a modern digital customer service strategy
Datasheet: Provide best experience for agents and customers while improving productivity
DATASHEET
Provide best experience for agents and customers while improving productivity
Ebook: How to launch a call deflection strategy
EBOOK
How to launch a call deflection strategy
Go digital. Use chatbots. Save on support costs.

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