The Enterprise Connect conference in Orlando this month was a great opportunity to get caught up on the latest market trends and hottest technologies. There was a lot of buzz around business workflows enabled by open platforms and APIs. Newer technologies that apply AI to enhance customer experiences in areas such as intelligent virtual assistant for voice and chat, smart contact center routing, and real-time transcription were also top of mind. From all these technology trends a key theme emerged- how leveraging cloud communications technologies to engage employees and customers can result in greater customer satisfaction and business efficiency. A recent survey of 2,000 frontline employees validated

In an effort to understand the connection between employee and customer engagement, we conducted a study that uncovered the factors that contribute to great customer and employee experiences. In previous posts, we explored how seamless communications platforms can shrink the gap between customer expectations and a company's ability to respond effectively, thereby increasing company profitability. We also took a look at how siloed customer data and disjointed communications technologies negatively impact the success of frontline employees. As we peered deeper into the data we found that employee and customer engagement is so closely linked that leveraging separate engagement

There is an ever-present truism at the center of the cloud revolution: the way people work and communicate has changed to be more mobile, distributed, and global than ever before. But with revolution comes not only opportunity and benefit, but unique challenges to solve. In today’s organizations, employees are faced with too many disjointed point solutions that negatively impact workflow and customer satisfaction. Today’s cloud communications and collaboration providers must partner with enterprise IT to create optimal user experiences and workflows that reduce friction and increase employee productivity, customer satisfaction, and business profitability. This requirement is at the center of the conversation at Enterprise Connect 2019. Here are

RingCentral is now working with Ericsson to offer a new pre-verified and pre-integrated communications solution. This solution enables service providers to bring Voice over LTE (VoLTE) cloud communications solutions to enterprises globally. With this new offering, service providers can offer businesses a ubiquitous cloud communications service with easy-to-use native dialing and guaranteed quality-of-service. RingCentral leverages Ericsson VoLTE for Unified Communication (UC) solution to integrate its carrier solutions with IP Multimedia Subsystem (IMS) networks. This enables service providers to deliver differentiated offerings to the enterprise market faster than Over the Top (OTT) or non-VoLTE based Unified Communications services. Compared to traditional carrier-hosted solutions, the pre-verified and pre-integrated RingCentral and Ericsson cloud

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