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RingCentral’s Latest Top 10 CX Innovations

Innovations that elevate customer experience

Taking the time to understand the customer experience helps you create an exceptional experience tailored to the unique needs of your customers. This builds trust and loyalty in your brand and ensures customers keep returning for more

Investing in technologies such as digital channels or automated customer service systems helps you further elevate the customer experience by providing faster response times and more accurate information. With that goal in mind, RingCentral has once again introduced product enhancements to help you level up your customer experiences even more. 

Here are ten examples of CX at its finest.

1. Customised digital-first chat

Downloading third-party content comes with unacceptable security risks for some companies, such as banks or other organisations in highly regulated industries. However, because customers prefer digital chat as a main digital channel of communication, those companies still need chat solutions. RingCentral helps companies overcome this conundrum.

RingCentral’s low-code software development kit (SDK) enables your contact centre to easily offer digital-first chat and create custom chat solutions that offer personalised experiences for each user. With the help of SDKs, your business can build out live chat and single and multi-threaded messaging systems to improve customer engagement and satisfaction. 

2. Digital surveys in Feedback Management

Want immediate feedback regarding your customer interaction on the channel used for that interaction? You can get it with RingCentral. 

Contact centres can now send channel-specific surveys automatically to customers on supported channels immediately following an interaction on that channel. Providing instant surveys on the channel the customer is using increases the chances of the customer responding to the survey. Their response, in turn, can be used to continuously improve the customer experience. It’s a virtuous cycle that keeps giving over time!

3. Improved Apple Messages for business integration

Multiple communication channels make it easier for your customers to interact with you. With the enhanced integration of Apple Messages for Business, Engage Digital provides an even better messaging experience. Businesses now have the opportunity to communicate with their customers using Apple Chat to send messages, photos and videos quickly and easily. These interactions can be fun and engaging with text, GIFs, stickers and more.

Your customers are not the only ones looking for better experiences. Agents and supervisors want great experiences too. Some of RingCentral’s recent updates enhance agent performance by simplifying workflows. Agents can access iMessage tapback reactions and see when the customer is typing to customise the interaction and adjust its activities accordingly.

4. Expert enhancement with Find and Replace

Expert is a smart knowledge management system that meets your customers at their point of need and makes the right self-service answers easy to find. This valuable contact centre add-on optimises your organisation’s content. Therefore, this improves the customer journey with effortless self-service, starting from the initial internet search and extending across web pages, bots and digital channels.

You can empower your customers with the most relevant content for self-service success and faster, more accurate agent-assisted answers without the need for transfers and callbacks as the context of the initial customer search is provided to the agent, improving the interaction handle times.

Our latest innovation ensures you can easily maintain consistent branding and messaging across the board. For example, you can quickly make product and wording changes in Expert copy or documents, and find and replace content at scale with a single click. This helps you save time, reduce the administrative burden that comes with manual changes, decrease the chance of errors and update content at scale.  

Innovations that empower agents and supervisors

Your customers aren’t the only ones looking for better experiences. Agents and supervisors want great experiences too. Some of RingCentral’s recent updates enhance agent productivity by simplifying workflows as well as providing AI-powered real-time guidance on interactions. Other updates are geared toward making supervisors’ jobs easier by giving them a unified, easy-to-use interface. 

5. New supervisor experience

As a supervisor, it can be difficult to keep up with the ever-changing demands of the job. That’s why we’re excited to introduce RingCentral’s new supervisor user experience, designed to ensure supervisors can do their jobs more effectively. Our unified interface allows supervisors to easily monitor customer sentiment and identify key performance issues across voice and digital channels. This provides a holistic view of both voice and digital channels.

Clickable widgets help supervisors drill down into an interaction or the agent activity to identify key performance issues in real time. The supervisor has the ability to take corrective actions, such as adjusting the staffing, as the new experience enables them to focus on interactions out of SLA, the longest call duration or wait time, or the number of contacts in a queue. The access to real-time customer sentiment allows the supervisors to quickly see when their intervention is required.

6. Agent SLA indicator

With RingCentral’s Engage Digital Agent SLA Indicator, contact centre agents can now monitor their own service level agreement (SLA) indicators in real time. This helps them quickly identify areas where they need to improve their performance and take corrective action. Agents can select the right interaction to process; this prevents long waiting times for customers. Overall, this enables agents to focus on the quality of assistance they provide customers with. 

Innovations to gain operational insights and enhance security

As we discussed, providing better customer and agent experiences plays a huge role in making a contact centre more effective. But, what about efficiency? RingCentral has that covered as well, with upgrades that give contact centres additional operational insights, all while enhancing security for sensitive customer data.

7. Expanded languages for Interaction Analytics

Expanded languages for Interaction Analytics allows you to analyse French and German interactions in addition to English, Brazilian Portuguese, Canadian French and Spanish ones to drive high-impact improvements. 

The ability to create custom categories, sentiment, ignore phrases and apply corrections for interactions in those languages is also possible. Finally, multinational companies can optimise business outcomes by listening to and understanding the voice of international customers. They can now analyse interactions from their European and Australian contact centres thanks to more accurate speech-to-text transcription in Australian English.

8. Search page for Interaction Analytics 

Interaction Analytics enables you to tap into the voice of customers thanks to a new search page for interactions. You can directly access interactions and either search by keywords or phrases, or filter by sentiment or channel. This new Search page helps to visualise trends and access matching interactions. Therefore, contact centre managers can identify the root cause of core customer issues. For example, managers can access interactions that involve a negative customer sentiment to adjust their action plan to incorporate agent coaching. They can also detect potential risks and compliance issues to solve.

All of this opens up opportunities to improve agent performance and empower them to deliver best practices that delight customers.

9. New Business Intelligence reports optimised for digital

Organisations are beginning to understand the need for Unified Business Intelligence (BI) reports to gain a better understanding of their performance across channels. By consolidating voice and digital reporting into one interface, companies can now access a comprehensive view of their operations through expanded metrics such as customer satisfaction scores, customer journey analytics and more.

Metrics such as ‘Likes Count’ and ‘Shares Count’ provide deeper insights into digital performance. On top of this, a new prebuilt report highlights when omnichannel interactions are abandoned by skill, allowing you to adjust the customer journey. This helps you make decisions faster based on unified and accurate data.

10. Role-based Access Control for Digital First

Role-based access control is becoming increasingly important in customer service settings. In order to protect customer data adequately, it is critical to limit access to customer data based on what is relevant to a region or business unit.

RingCentral’s Role-based Access Control for Digital First allows managers to assign multiple views to agents based on the team or skills they possess, ensuring that agents are only able to access the information relevant to their jobs. It also prevents them from viewing sensitive customer data, allowing organisations to protect their customers’ privacy and maintain data security.

Choose RingCentral for optimised customer and agent experiences

In today’s highly competitive customer service landscape, providing an exceptional customer experience is key to success. RingCentral is at the forefront of this effort, continually finding ways to provide the best customer experience possible. From digital-first chat to instant surveys on preferred customer channels, RingCentral is committed to provide a seamless, efficient and reliable customer experience every time.

At the same time, RingCentral provides everything needed to empower agents and supervisors, which is crucial given the importance of agent productivity. For organisations looking to gain deeper operational insights and enhanced security for their customer data, RingCentral is the clear choice.

To learn more about RingCentral Contact Centre, visit this page.

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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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