paul
Paul Comaroto
August 18, 2017
Messaging
Omni-channel contact center
Omni-digital customer strategy

Constellation Research Recognizes RingCentral Glip and RingCentral Contact Center

As part of the Constellation Research ShortList program, RingCentral Glip and RingCentral Contact Center have been named as among the best choices for Enterprise Group Messaging and Cloud Customer Service and Contact Center Software. The Constellation Research ShortList identifies the best products in enterprise software.

Why RingCentral Glip made the ShortList

RingCentral Glip was included on a previous edition of the Shortlist for “standalone” messaging solutions, and this time is being recognized in combination with RingCentral Office as part of a broader unified communications as a service (UCaaS) and collaboration solution.

This validates RingCentral’s all-inclusive approach to delivering enterprise-class collaborative communications solutions in the cloud. If you’re using or evaluating RingCentral Glip, it’s also validation that Glip is a great choice.

Voice and video capabilities, in addition to text chat, were among the selection criteria for the Enterprise Group Messaging ShortList. All paid editions of RingCentral Glip include a video chat feature, based on RingCentral Meetings. In combination with RingCentral Office, RingCentral Glip also makes calling through RingCentral’s business phone service and organizing conference calls an integral part of the team collaboration experience.

Another checkbox on the criteria list was integrated task management, a longstanding value-added feature of RingCentral Glip. The ability to assign and track work within the team message stream boosts accountability and gives team leaders better visibility into the progress of projects and everyday work.

In addition, ShortList picks were screened for fundamental enterprise software characteristics, like administration and security.

A big win for cloud contact center

RingCentral is among only seven vendors selected out of more than 25 Constellation Research tracks in the category of Cloud Customer Service and Contact Center Software. The report was compiled by R. “Ray” Wang, Founder and Principal Analyst at Constellation Research and an authority on digital business.

“Customer service and contact center software help solve customer challenges faster by offering the right tools and support, regardless of channel or device,” the report notes. Wang looked for solutions that effectively manage inbound communications for increased first-contact resolution of customer issues and use analytics for personalized customer care.

“The top solutions also provide smart customer self-service, allowing customers to help themselves by fostering peer-to-peer support communities and eliminating the need to reach out to the contact center,” according to the report.

RingCentral Contact Center is an agile, omnichannel solution that lets customers choose their preferred method of communicating with a company, and includes voice, chat, social media, SMS, email, and more. Intelligent IVR and self-service options are tightly integrated with smart call-routing functionality. This approach helps customers connect more quickly to the agent who can best handle their needs.

Recognition for RingCentral

The values of this assessment compliment RingCentral’s commitment to delivering global cloud communications and collaboration solutions. Success in the UCaaS category can be attributed to providing an open and adaptive platform, all-inclusive features, and ultimately the empowerment of today’s workforce to work anytime, anywhere, and across devices.

We’re honored to have our solutions ranked among the top choices by Constellation Research for businesses.