In an era where customer experience is a key differentiator, businesses constantly seek innovative tools to enhance their service delivery. RingCX AI-powered Quality Management is now generally available—offering businesses an advanced toolkit to improve their customer interaction processes like never before.
RingCX has reinvented Quality Management by making it easy to deploy and use for businesses of all sizes by leveraging intelligent AI to automate what has traditionally been a time-intensive, manual process.
“Prior to RingSense for RingCX, our QA team had to review the entire duration. That added up a significant number of hours a month just to listen to the calls–not including the time to document their findings,” shares Joe Phelps, Intake Director from the Husband and Wife Law Team. “With RingSense, the AI finds the coachable moments in a call within a few minutes, meaning that process takes one-third of the time –and that means our leaders now have the time to review more calls and spend more time coaching their team members.”
Harness the power of AI for enhanced quality management
RingCX’s AI Quality Management is designed to help businesses streamline their contact center operations. The AI capabilities enable contact centers to automate and optimize the process of evaluating customer interactions, making agent coaching faster and more efficient.
The standout feature of AI Quality Management is the ability to review and score every call with AI. Businesses can leverage an out-of-the-box ready AI model or create custom scorecards that can be filled in with AI. Autoscoring provides precise insights and evaluations on customer calls and interactions without the subjectivity that can come from human evaluators, saving valuable time for businesses.
“When our team was manually reviewing 20 of our 1,500 daily calls, that was just over 1%, and it took a massive amount of our time. I’ve reclaimed about 20 hours of my time every week. That’s 20 hours I can now devote to more important things to help Tarrytown Expocare and the customers and patients we serve,”said Matt Pernesky, Director of Customer Experience at Tarrytown Expocare Pharmacy.
Efficient and timely feedback for agents
With AI Quality Management, feedback to agents can be delivered in near real-time. The platform’s automated assessments diminish the delay between interaction analysis and feedback dissemination, allowing agents to adjust and improve their performance quickly. The days of waiting for a supervisor or quality manager to review a call are over. Agents can quickly view their performance using a simple dashboard. This capability ensures that your team consistently delivers the highest level of customer service.
In addition, the AI Coaching Insights capability makes training more personalized and effective. Instead of generic training or development plans based on a handful of data points, RingCX can provide targeted coaching based on AI analysis of every interaction. With a few clicks, supervisors can share customized training plans with agents. The ability to quickly generate training plans can reduce manual effort for supervisors by up to 99%.
Boost customer satisfaction and loyalty
RingCX’s AI Quality Management does not simply evaluate and help train agents; it also helps understand and meet customer expectations. It also provides Conversation Analytics to extract insights from 100% of interactions.
By leveraging this data, businesses can better understand customer concerns. They can monitor competitor mentions, common objections, and customer sentiment and then deep dive into the root causes of those issues and understand how agents respond. This results in higher customer satisfaction rates and fosters long-term customer loyalty.
“Based on what we’re getting in terms of new insights and visibility, I’m confident that deploying RingSense for RingCX will help us both resolve customer issues and close new deals at least 20% faster,” said Zac Shannon, IT Manager at MedCare Equipment Company.
Stay ahead with continuous innovation
As demand for cutting-edge customer service tools rises, RingCentral continues to innovate and lead the way. With AI Quality Management now generally available, businesses have access to a robust platform that enhances efficiency and significantly elevates the customer experience.
In conclusion, RingCX’s AI Quality Management is a game-changer for organizations looking to enhance their contact center efficiency, boost agent performance, and improve customer satisfaction. In fact, it has been purchased by 50% of RingCX customers, who have quickly seen the value this add-on capability can bring to their business. Don’t miss out on the chance to upgrade your customer service operations with this powerful tool.
For more details on how RingCX’s AI Quality Management can revolutionize your business operations, visit https://www.ringcentral.com/ringcx/workforce-engagement-management.html.
Originally published Nov 21, 2024
