OMNICHANNEL CX - RINGCENTRAL CONTACT CENTER

Effortless customer and agent experiences

Help customers from anywhere at any time on any channel.
Inbound contact center manager discussing with a client.

CX that's simple, smart, and fast

Seamless CX

Connect customers to the right resource to solve their problem the first time-whether in self-service or with a live agent-in any channel.

Empowered Agents

Provide agents with AI-driven guidance tools to keep them engaged and solve customer problems. Simplify forecasting and scheduling, monitor quality and performance, and reward agents to reduce churn. Identify the root cause of customer issues and drive high-impact improvements with advanced omnichannel analytics.

Agile Operations

Measure contact center performance with enhanced analytics to drive CX improvements.

Seamless CX

Connect on any channel

Interact with customers in the channel of their choice, including voice, chat, email, and 30+ digital channels.

Deliver a better customer experience with smart routing

Maintain a single customer identity no matter how they interact with you, even if they switch channels during an interaction-such as a live agent from a bot or a voice call from a digital interaction.

Connect customers to the best available resource

Set up queues based on agent skill, language, or even specific channels. Enable intelligent self-service and automation. Reduce abandoned calls with automatic callback.

Enable a better agent experience with a unified tool for all interactions

Provide agents with a single pane of glass for all interactions to 

simplify customer engagement, accessible on any device, 

from any location.

Customer contact center agents receiving inbound calls in different platforms through omnichannel routing
Use workforce management tools to keep your inbound contact center agents productive
EMPOWERED AGENTS

Keep agents happy, engaged, and productive

Make agent experiences easier with AI- driven agent guidance and assistance tools. Incentivize great service by making work fun gamification, all while minimizing downtime and reducing costs.

Optimize everyone’s schedule

Plan and manage your contact center team’s hours according to traffic volumes, vacations, and training.

Stay on top of service quality

Keep a pulse on performance with screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring.

See what’s working in real time

With analytics for every interaction, you can track sentiment, identify ambassadors and detractors, view trending topics, identify patterns and more in order to improve the customer experience.

AGILE OPERATIONS

Get detailed performance insights

Make business-critical decisions based on historical reports and live analytics.

Track progress with pre-built reports

Choose from 100+ pre-built reports to gain insight into average handle time, first contact resolution, queue time, and other important metrics.

Get the metrics that matter to you

Build custom reports by selecting from 250+ out-of-the-box metrics that can be filtered and scheduled to meet your needs.

Act fast with real-time dashboards

Monitor critical KPIs, agent performance, and customer experience in real time with a flexible, customizable dashboard. Automatically send push notifications to key stakeholders during critical events.

Get insights on your inbound contact center performance with our report and monitoring tools
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CRM INTEGRATIONS

The Business Value of RingCentral Contact Center

48%
Increase in customer satisfaction
53%
Increase in employee satisfaction
25%
Increase in average revenue per agent
30%
Decrease in cost to serve
45%
Increase in ROI
43%
Increase in first contact resolution
Source: 2022 RingCentral Customer Success Metrics Survey.

Tailor every experience

Integrate popular CRMs to personalize service for customers. Automatically surface purchase history, past interactions, ticket status, and more. Get the full picture and connect to any proprietary CRM or other back-end systems with our open APIs.

Free your agents to work from anywhere

Better customer service starts here

Enhanced flexibility

Connect your contact center agents with customers on their channels of choice—not just by phone.

Integrate your corporate directory

Enable agents to collaborate company-wide through a shared directory and presence indication.

Set up intelligent routing

Deliver a smarter customer experience through AI, skills-based routing, and actionable analytics.

Enable self-service

Help customers solve problems without agent intervention with an intelligent IVR, chatbots, and robust resource centers.

Tap into supervisor tools

Course-correct poor agent behaviors through silent monitoring, whisper coaching, and barge-in functionality.

Connect your favorite apps

Integrate your favorite business intelligence tools to enhance and customize your workflows.

With RingCentral, agents can more easily and cost-effectively stay engaged with partners to drive revenue growth.
— Stumptown Coffee Roasters

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Easy contact center solutions, unforgettable experiences

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