In today’s global economy, how you engage customers across multiple channels in a timely manner can make all the difference between business success and business extinction. Similarly, keeping your workforce connected is of paramount importance, especially as organizations are increasingly global, distributed, and mobile. These are the real-world challenges that MSX International (MSXI), the world’s largest provider of retailer solutions to automotive OEMs and their dealers, was facing. With 6,000 global employees, MSXI was looking for a cloud communications and contact center solution to replace its existing legacy on-premises systems, which had numerous limitations. The voice-only contact center system limited MSXI’s ability to react quickly to customer demands, and it took

The true potential of a company lies in the hands of its people. It is the thousands of connections each day both within and outside an enterprise that drive business results and customer engagement, and create powerful opportunities. Technology, when at its best, becomes almost invisible, taking a back seat to the people using it, empowering them with the capabilities they need to be successful wherever they are and on the devices of their choice. RingCentral’s strategy is customer focused. It’s about technology that enables people to communicate and collaborate in new ways, creating deeper and more meaningful connections. We call this approach “Collaborative Communications.” RingCentral Collaborative Communications allows teams, customers, and partners to

The number of adult sharing-economy users in the US is growing at an unprecedented rate. In 2016, nearly 45 million adults used US sharing economy services to find a ride, schedule a home-cleaning service, choose an academic tutor, or schedule professionals to help with other tasks. The number of adults turning to the sharing economy for services is forecasted to increase to 86.5 million by 2021. Success in today’s sharing economy requires modern-day communications and collaboration solutions that optimize customer engagement, and Porch is one such provider that’s on the leading edge of this trend. With

Which Digital Customer Care channels should I adopt?
There is no doubt that digital has become an essential part of customer care. Social networks have been some of the first channels for digital customer care. Primarily used by companies for marketing and communication, it has quickly been used by consumers to send their enquiries. Instead of being constrained by the opening hours of stores and call centers, consumers viewed the opportunity to contact companies at the time they chose. As the number of enquiries increased on these channels, companies understood the necessity to answer them and use digital for customer care. Every company should now integrate digital channels into its customer care strategy. But with a significant number of channels available, choosing the right ones can be difficult. Some

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