In today’s macroeconomic environment, many businesses are struggling to find the balance between scaling and modernising their business without overspending. And while no single technology is the magic solution to these issues, investing in the customer experience is a surefire way to have happier, loyal customers that drive growth with profitability.
That is why we are constantly enhancing our customer experience portfolio. Here are the latest top CX innovations to help you do more with less.
Our Agile CX Solution: RingCX
Introduced earlier this year and now generally available, RingCX is our natively built, AI-first Contact Centre that is simple to use and easy to deploy. As we continue to see incredible interest in the market, we have made the following innovations:
- Workforce Engagement Management
- Click to launch from MVP
- Real-time AI call summaries
Workforce Engagement Management
Tapping into RingSenseTM, RingCentral’s native AI platform, RingCX now supports native Workforce Engagement Management (WEM). This provides post-call quality management and conversation analytics, with summaries for all team calls, highlights and keywords, automated quality scores, and feedback/coaching. These capabilities free supervisors from listening to call recordings by automatically identifying critical interactions needing attention.
For example, a supervisor can use the RingSense dashboard to identify every call scored at a 7 or lower to determine which ones to focus on for coaching opportunities.
RingCX WEM is available in beta in the US, Canada, and UK.
Click to launch from MVP
Agents, supervisors, and administrators can now directly access the RingCX interface from RingCentral MVP by clicking on the RingCX tab.
This enhanced integration simplifies the RingCX user experience with a single, unified interface to access all capabilities.
Click to launch from MVP is generally available in the US, Canada, and UK.
Real-time AI call summaries
Free your agents up from tedious, error-prone note-taking so they can focus more on solving customer problems. Real-Time AI Summaries provide automatic summaries of each interaction, helping agents significantly improve their follow-up on tasks, which is where agents spend approximately 25-30% of their time. The call summaries also help subsequent agents before calls, giving them insights from prior conversations.
For example, an agent receiving a transferred call can see insights from previous calls in the customer card to solve the problem more efficiently. The call is then automatically summarised for the agent, allowing them to move more quickly to the next customer.
Real-time AI call summaries are available in beta in the US, Canada, and UK.
Our Enterprise CX Solution: RingCentral Contact Centre
For our customers with more complex use cases and larger deployments, we continue to enhance RingCentral Contact Centre with new capabilities:
- Streamlined coaching
- Asynchronous forecasting
- New Dashboard Experience
Getting the most out of your agents is the key to customer satisfaction. To do that, your coaching sessions need to be targeted and streamlined. The new generation coaching application allows you to focus on specific goals and behaviours for 1:1 coaching, with a group of agents, or in a Coach the Coach setting. Sessions can be sent to agents to complete on their own time or scheduled using WFM to appear on the agents’ calendars.
For example, a supervisor can schedule a 1:1 session for an agent who struggles to close issues quickly, focusing on Average Handle Time with the desired behaviour of Operate With Urgency.
Resource planning for asynchronous digital channels such as Twitter and WhatsApp has traditionally been challenging due to long handle times, intermittent messaging, and contacts spanning time intervals, or if resourcing intervals are shorter than the handle times. To simplify forecasting, WFM now supports true-to-interval (TTI) analytics to more accurately collect data through the lifespan of the interaction. This will improve forecasting accuracy and make staffing requirements more realistic.
For example, an interaction that arrives at 9:10 and completes at 9:40 crosses multiple time intervals. TTI analytics accurately calculates the staff requirements based on the actual handle time per interval rather than having the total handle time in the final interval.
Asynchronous forecasting is generally available in all geographic areas.
New Dashboard Experience
To get a full picture of your contact centre activity at a glance is now brought together with the new dashboard experience. This offers a comprehensive suite-centric solution providing seamless aggregation of both real-time and historical cross-domain data. The holistic view of omnichannel contact centre metrics, including both voice and digital data, delivers insights for everyone in the contact centre. In a modern fashion, advanced analysis is at your fingertips with widgets from multiple domains including ACD, digital channels, Quality Management and Interaction Analytics.
For example, a new trend KPI shows the evolution of data over time. Then, the evolution of the after-call working time during the last 30 days enables you to detect when it was longer than expected, inviting you to understand why.
This easy and holistic visualisation will help you to make better data-driven decisions.
The right CX solution to meet your needs
Customer expectations are as high as ever, so it is critical that you provide the best service you can, but as efficiently as possible.
Whether your needs are simple or complex, RingCentral has the right solution for you. Reduce customer effort and empower agents, supervisors, and operations teams by utilising our latest innovations.
Get started by requesting a demo!
Originally published Jan 15, 2024