The cloud communications and collaboration industry has been going through a dramatic shift over the past year. One thing is clear: The cloud is winning. And RingCentral is winning in the cloud by helping businesses leverage cloud solutions in new and innovative ways. Our mission is simple: We empower employees in organizations of all sizes to be more productive and ultimately more responsive to their customers. We’re delivering on this mission through industry-leading innovation and by continually developing our platform to deliver more value to businesses like yours. Some of our key areas of focus include: Executing on our Collaborative Communications vision: going beyond older unified communications concepts by bringing together all modes

The RingCentral Strategic Partner team brings our organization together with other leading companies in the cloud industry to jointly develop market integrations to boost productivity for our customers. Look back with us as we celebrate our second anniversary, as well as our team’s accomplishments for 2017. Quarterly highlights Q1 RingCentral and Okta launched an embedded partnership that allows every RingCentral customer to enjoy the benefits of Okta Single Sign-on and provisioning out of the box. At Oktane 2017, we joined Carvana on stage to discuss how we’ve helped transform the automobile-buying experience by enabling real-time communications with its customers. RingCentral customers cite sales development and service management among the top drivers in

I’m excited to congratulate Zane Long on being selected as a 2018 CRN Channel Chief for the second year in a row at RingCentral. The recognized executives on this annual list represent top leaders in the IT channel who excel at driving growth and revenue in their organizations through channel partners. Awardees are selected by CRN’s editorial staff on the basis of their professional achievements, standing in the industry, dedication to the channel partner community, and strategies for driving future growth and innovation. Zane’s channel leadership has led to stellar growth in RingCentral’s channel partner bookings, with Q4 2017 marking the seventh quarter in a row

Why First Contact Resolution rate is an essential KPI
Monitoring the right KPIs is paramount to steering the business of your customer service department. Among the key indicators, we regularly hear about NPS (Net Promoter Score) or average handling time. However, other strategically important KPIs may be considered. One of these indicators is the First Contact Resolution rate, which presents many important advantages for customers and the company. What is First Contact Resolution rate? Definition First Contact Resolution rate (FCR) measures the proportion of support requests solved upon first contact, thereby eliminating the need for the customer to make contact again. This indicator was originally used for phone calls, under the name "First Call Resolution Rate". It has since been adapted to the digital world with the term "first contact". In an omni-digital context where there are many channels


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