Intelligent routing

  • ACD
    Route calls to the right agent every time according to your own business rules.
  • IVR
    Enable your customers to perform routine operations over the phone by themselves and clarify customer needs for more personalized service.
  • Skills-based routing
    Ensure every customer gets the best available resource on every interaction.
  • Virtual hold
    Offer a queued call-back to free up customers from waiting on hold and protect their place in the queue.
  • Voicemail routing
    Provide customers with the options of leaving a message or receiving a call back at busy times. This allows for routing and queuing to ensure all callers are prioritized properly.
  • Omnichannel routing
    Let customers reach out to you on the most convenient channel for them at any given moment.
  • Outbound dialing
    Increase sales with efficient dialing capabilities that maximize performance, eliminate pauses, and keep you compliant.
  • Outbound campaign management
    Increase sales by knowing who to contact and when, and manage retries and preferred channels.
  • Chat and co-browse
    Close more deals with the offer of help at the right time. Walk customers through forms and web pages when needed.
  • Social media interactions
    Identify relevant questions and comments in the social sphere, contact customers, and manage interactions within your core contact center application.

Integrations

  • CRM integrations
    Personalize the customer experience and drive agent productivity by integrating prebuilt and open API-driven connections into any back-end system.
  • Screen pops
    Provide agents with critical customer information at just the right time to help them close a deal or provide a positive customer experience.
  • Click-to-call
    Experience one-click calling from within your CRM interface. Benefit from focused and fast calling to increase sales or help solve customer issues.
  • Data-driven routing
    Use data from back-end and CRM systems to make smarter connections and build customer relationships.
  • RestFUL APIs
    Get the flexibility to integrate with any system to support any workflow with our powerful APIs.

Administration and management

  • Surveys
    Get access to Net Promoter® Score (NPS) surveys, Customer Effort Scores, general satisfaction ratings, and more.
  • Call recording
    Record all calls to gain insight into agent performance and the customer experience, improve agent coaching.
  • Whisper coaching, silent monitoring, and barge-in
    Provide supervisor tools to help agents and ensure the best possible customer experience.
  • Supervisor tools
    Call recordings, monitor, whisper, barge-in, reporting and dashboards, all help lead the way to full workforce optimization.
  • Prebuilt reports
    Get the information you need on agent performance and the customer experience with the most important and targeted predefined reports.
  • Administration without IT
    Respond to changing conditions without IT assistance with easy-to-use administration tools.
  • Omnichannel analytics
    See the full customer journey across all channels and gain insight into agent performance on any channel.
  • Analytics and dashboards
    Get an instant snapshot of how your team is performing and what your customers are experiencing.

Workforce Management and Optimization

  • Full Workforce Optimization (WFO)
    Make sure you are getting the best value from your contact center solution. Two-thirds of the cost of running a contact center is in labor and agent support and now you can get the most out of your investment with our workforce optimization tools.
  • Workforce Management (WFM)
    Optimize agent schedules to ensure customers are not left in the cold during peak times, and agents are not idle during quiet times.
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  • Quality Management (QM)
    Listen to call recordings, watch screen recordings, and use forms for consistent agent reviews and grading.
  • Screen recording
    Provide feedback to agents on how they should navigate your systems to optimize performance.
  • Performance management
    Track contact center performance with dashboards that showcase data from CRM and other sources. The added bonus of gamification will keep agents engaged and productive.
  • Gamification
    Give agents challenges, badges, and prizes while you gain immediate feedback on how everyone is performing relative to the rest of the team.
  • Coaching and learning tools
    Schedule, deliver, and track coaching, which is integrated with individual quality monitoring evaluation scores and KPIs.
  • Speech and text analytics
    Spot customer trends, issues, and changes quickly by reviewing customer conversations for key topics and phrases.

Flexible, safe, reliable, and secure

  • Seasonal scaling
    Quickly and easily add or reduce capacity to ensure your customers get the best possible service even during the busiest times.
  • Active failover
    Rest assured that your system will not go down, even if an entire data center is taken out of service.
  • Guaranteed 99.99% uptime
    At RingCentral, we back up our commitment to your business with the highest levels of availability.
  • Work through a disaster
    Hurricane, blizzard, earthquake… when agents can work from anywhere, it doesn’t matter what has happened to your office, your contact center will continue to run.
  • Permission-based access
    Your system administrator controls user access. Every user of the system is given access to just the capabilities they need.
  • Compliant with security standards
    Rest assured that you have chosen a trusted partner whose solutions are compliant with HIPAA, PCI, SOX, CPNI, and many other security standards.
  • Work-anywhere agents
    Anywhere your agents can get browser access to the internet becomes a place where customer support or sales can happen.
  • Encryption
    Feel safe in the knowledge that all of your data is protected with powerful encryption capabilities.
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Customer engagement across your entire company

  • Collaboration
    Get team support by collaborating on Glip with fast access to experts who can answer difficult questions.
  • PBX integration
    Seamlessly move customers from local offices to your contact center and benefit from extension-to-extension dialing to conference in or transfer to experts.
  • Shared directory
    Give your agents the ability to see who is available across the entire company. Other employees will also be able to see the availability of your agents.