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Top Customer Experience (CX) Innovations: Summer 2023

Customer experience is critical to business success today. Companies that are doing it well in 2023 know one thing for sure: technology can be a huge help. Streamlined workflows also mean less stress for your whole CX team. And when it comes to delivering top-notch experiences in an increasingly expensive world, technology is the only way to keep customers delighted.

That’s why RingCentral’s customer experience solutions continue to expand, and this summer is no exception! Here are five of the top customer experience innovations for Summer 2023 for better customer and workforce experiences:

  1. Bring-Your-Own-Bot
  2. Bullseye Routing
  3. Studio Actions for Digital
  4. Real-time Quality Evaluation
  5. Bot Insights

1. Bring-Your-Own-Bot

“Let me start with self-service!” According to a recent Harvard Business Review research, 81% of customers want to start with digital first or chatbots to find the answer to their question or resolve their problem by themselves. They would rather interact with a chatbot, available 24 hours a day, seven days a week to self-serve rather than wait for an agent. 

With RingCentral’s summer release, you can benefit from the best AI engines powered by Google DialogFlow CX and Amazon AWS Lex to deploy smart chatbots. Orchestrating AI-assisted customer journeys is just a click away to provide seamless smart self-service to your customers with native support for those popular AI engines.

Example: You can add a bot selecting the Google DialogFlow CX engine to create, maintain and get a built-in bot preview before deployment.

2. Bullseye routing

Bullseye routing ensures precise, quick handling of customer interactions by expanding the agent pool based on proficiency and attribute. If the ideal agent is not available, the customer is routed to the next most qualified agent, based on the configured wait-time, and so on.

Example: If a customer calls their insurance about an auto accident in Greater London, they would ideally be routed to an agent with expertise in collision damage based in Greater London. But if the agent is busy, the call would be routed to the next best agent who has knowledge of collision damage.

3. Studio actions for digital

No contact centre manager or administrator wants to deal with manual and complex routing administration interfaces for digital channels. With this in mind, we’ve added new Studio actions for digital, where you can build consistent routing and integrations for digital channels faster by using the familiar interface you already use for voice routing. Visual workflows and pre-defined components allow for easy understanding of scripts and fast deployment.

Additionally, Studio scripts now support the full lifecycle of digital contacts and will sleep and wake as necessary throughout the duration of the interaction. 

Example: Easily push key elements of customer data into CRM solutions at the end of a digital interaction with previously-used studio actions, —no coding needed! 

4. Real-time quality evaluation

According to a recent ICMI Quality Management benchmark study, only 7
evaluations per agent per month are considered and only 3% of calls are evaluated based on random sampling. To free-up time to get the real picture of the quality delivered by agents remains challenging. Supervisors can now respond to agents’ performance issues in real -time by evaluating the interaction as the contact is taking place. So, they can evaluate the quality delivered by an agent in real -time.

Example: From the live monitoring interface, widgets indicate some performance issues for a given agent. The supervisor chooses to evaluate in real-time the next customer interaction for this given agent.

5. Bot insights

Just providing your customers with a smart bot is not enough. Businesses have to continue to monitor their bots to make sure they are facilitating a great self-service experience. 

Bot insights give you real-time information about how customers are interacting with your bots. This includes quantifiable real-world data, such as the frequency of abandoned or escalated conversations.These insights help you to constantly correct, fine-tune,  and improve your bots’ performance to ensure optimal self-serve journeys.

Bot insights are presented as visualisations for ease- of- understanding. Some examples include:

  • Number of inbound, outbound, and misunderstood messages
  • Customer intent journeys
  • Top 15 intents
  • Customer engagement rates

Choose RingCentral for optimised customer experiences

According to PWC, 32% of all customers would stop doing business with a brand they loved after just one bad experience,  –so keeping up with innovation is inherent to providing the type of experiences customers demand. It allows your business to tap into the full capabilities of intelligent connected experiences.

The RingCentral Customer Experience portfolio is one of the most advanced communications systems available. It continues to incorporate new features like these to support contact centre agents in their efforts to serve customers. Empower your agents and boost productivity and call effectiveness.

Learn more by requesting a demo today!

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Author
Aurelie Daniel is a CX International Product Marketing Manager at RingCentral, the leader in cloud communication and customer experience solutions, and is solution oriented, focusing on customer experience trends, contact centre challenges, to create both values for companies and the end-customer that we are. She has a solid 10 years of experience in the contact centre industry as a product manager supporting sales team in offering value added CX solution to the business, within companies such as Orange Labs, Akio and Eloquant. Aurelie Daniel holds a MBA and a Business school Master's degree and her hobbies are short distance runs, Do-in, gardening and nature walks.
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