{"id":27346,"date":"2023-09-09T13:37:23","date_gmt":"2023-09-09T12:37:23","guid":{"rendered":"\/gb\/en\/blog\/?p=27346"},"modified":"2025-05-29T10:01:24","modified_gmt":"2025-05-29T09:01:24","slug":"cx-innovations-q3-2023","status":"publish","type":"post","link":"\/gb\/en\/blog\/cx-innovations-q3-2023\/","title":{"rendered":"Top Customer Experience (CX) Innovations: Summer 2023"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s why RingCentral\u2019s 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:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Bring-Your-Own-Bot<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Bullseye Routing<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Studio Actions for Digital<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Real-time Quality Evaluation<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Bot Insights<\/span><\/li>\n<\/ol>\n<div class=\"rc-responsive-embed\"><iframe title=\"What&#039;s new in RingCentral CX | Summer 2023 | UK\" width=\"840\" height=\"473\" src=\"https:\/\/www.youtube.com\/embed\/ZxJG7w4vtZY?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/div>\n<h2 id=\"bot\"><span style=\"font-weight: 400;\">1. Bring-Your-Own-Bot<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u201cLet me start with self-service!\u201d 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.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With RingCentral\u2019s 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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Example: You can add a bot selecting the Google DialogFlow CX engine to create, maintain and get a built-in bot preview before deployment.<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-27347 size-full\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2023\/09\/01_UK_Bring_Your_Own_Bot_2.gif\" alt=\"01_UK_Bring_Your_Own_Bot_2-496\" width=\"1280\" height=\"720\" \/><\/p>\n<h2 id=\"routing\"><span style=\"font-weight: 400;\">2. Bullseye routing<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-27348 size-full\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2023\/09\/02_UK_Bullseye_Routing.gif\" alt=\"02_UK_Bullseye_Routing-434\" width=\"960\" height=\"540\" \/><\/p>\n<h2 id=\"studio\"><span style=\"font-weight: 400;\">3. Studio actions for digital<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">No contact centre manager or administrator wants to deal with manual and complex routing <\/span><span style=\"font-weight: 400;\">administration<\/span><span style=\"font-weight: 400;\">\u00a0interfaces for digital channels. With this in mind, we\u2019ve added\u00a0<\/span><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Additionally, Studio scripts now support the full lifecycle of digital contacts and will sleep and wake as necessary throughout the duration of the interaction.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Example: Easily push key elements of customer data into CRM solutions at the end of a digital interaction with previously-used studio actions, \u2014no coding needed!\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-27351 size-full\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2023\/09\/03_UK_Studio_Actions_for_Digital.gif\" alt=\"03_UK_Studio_Actions_for_Digital-705\" width=\"960\" height=\"540\" \/><\/p>\n<h2 id=\"evaluation\"><span style=\"font-weight: 400;\">4. Real-time quality evaluation<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">According to a recent ICMI Quality Management benchmark study, only 7<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">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\u2019 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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-27350 size-full\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2023\/09\/04_UK_Real_time_Quality_Evaluation.gif\" alt=\"04_UK_Real_time_Quality_Evaluation-624\" width=\"960\" height=\"540\" \/><\/p>\n<h2 id=\"insights\"><span style=\"font-weight: 400;\">5. Bot insights<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">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.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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,\u00a0 and improve your bots\u2019 performance to ensure optimal self-serve journeys.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Bot insights are presented as visualisations for ease- of- understanding. Some examples include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Number of inbound, outbound, and misunderstood messages<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customer intent journeys<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Top 15 intents<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customer engagement rates<\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"alignnone wp-image-27351 size-full\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2023\/09\/03_UK_Studio_Actions_for_Digital.gif\" alt=\"03_UK_Studio_Actions_for_Digital-705\" width=\"960\" height=\"540\" \/><\/p>\n<h2 id=\"choose\"><span style=\"font-weight: 400;\">Choose RingCentral for optimised customer experiences<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">According to <\/span><a href=\"https:\/\/www.pwc.com\/us\/en\/services\/consulting\/library\/consumer-intelligence-series\/future-of-customer-experience.html#bad-experiences\"><span style=\"font-weight: 400;\">PWC<\/span><\/a><span style=\"font-weight: 400;\">, 32% of all customers would stop doing business with a brand they loved after just one bad experience,\u00a0 \u2013so <\/span><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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. <\/span><a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\"><span style=\"font-weight: 400;\">Empower your agents<\/span><\/a><span style=\"font-weight: 400;\"> and boost productivity and call effectiveness.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Learn more by <\/span><a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html#form\"><span style=\"font-weight: 400;\">requesting a demo<\/span><\/a><span style=\"font-weight: 400;\"> today!<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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 &hellip; <a href=\"\/gb\/en\/blog\/cx-innovations-q3-2023\/\" class=\"more-link\">Read more<span class=\"screen-reader-text\"> &#8220;Top Customer Experience (CX) Innovations: Summer 2023&#8221;<\/span><\/a><\/p>\n","protected":false},"author":245,"featured_media":27352,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15,14],"tags":[157,274],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Top Customer Experience (CX) Innovations: Summer 2023 | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"Staying on top of innovations is critical for optimised customer experiences. 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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.","sameAs":["https:\/\/www.linkedin.com\/in\/aurlie-daniel-67558827\/"],"url":"\/gb\/en\/blog\/author\/aurelie-daniel\/"}]}},"_links":{"self":[{"href":"\/gb\/en\/blog\/wp-json\/wp\/v2\/posts\/27346"}],"collection":[{"href":"\/gb\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"\/gb\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"\/gb\/en\/blog\/wp-json\/wp\/v2\/users\/245"}],"replies":[{"embeddable":true,"href":"\/gb\/en\/blog\/wp-json\/wp\/v2\/comments?post=27346"}],"version-history":[{"count":0,"href":"\/gb\/en\/blog\/wp-json\/wp\/v2\/posts\/27346\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"\/gb\/en\/blog\/wp-json\/wp\/v2\/media\/27352"}],"wp:attachment":[{"href":"\/gb\/en\/blog\/wp-json\/wp\/v2\/media?parent=27346"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"\/gb\/en\/blog\/wp-json\/wp\/v2\/categories?post=27346"},{"taxonomy":"post_tag","embeddable":true,"href":"\/gb\/en\/blog\/wp-json\/wp\/v2\/tags?post=27346"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}