Middle of last month found me in Orlando at Enterprise connect, showing off our new RingCentral Pulse for Contact Center, part of our Collaborative Contact Center solution. It was very exciting to share this new capability with folks, looking at people’s faces to see what connects with them and gets them excited. Overall, I’ve gotta say that there was a lot of connecting at the booth and a lot of interest in our new capabilities.
A little bit of context – when we talk about the collaborative contact center, we are talking about how you can combine RingCentral Contact Center with our Glip collaboration tools. This helps companies take new, collaborative, approaches to customer engagement that transform their relationships with their customers:
- Collaboration within the call center for mentoring and onboarding.
- Collaboration with experts to increase first contact resolution.
- Collaboration with customers to manage complex projects
Now we have added Pulse for Contact Center, a collaborative approach to managing the contact center that helps organizations be more responsive to changing customer demands than ever before.
RingCentral Pulse offers a number of critical functionalities to help improve contact center performance. It provides intelligent bots that monitor, in real time, critical contact center metrics. If these metrics exceed certain thresholds or aren’t meeting others, the bots automatically alert key stakeholders directly within RingCentral Glip team messaging.
Supervisors and agents can take immediate action to make changes to correct the problems and communicate these fixes all from within RingCentral Glip. In addition, agent groups in the contact center now automatically have corresponding teams right within RingCentral Glip to enlist the help of other agents or experts quickly.
When I walked through the system with people there was a clear pivot point where people got excited. I started by walking people through the configuration tool, it was easy for folks to see that this was easy for managers to use and that there was no IT required.
Then I would show how easy it was to define what you care about. Is a queue overloaded? Which agents are working, and which are slacking off? How am I doing with my SLAs? Everyone was nodding their head and agreeing.
Then there was the big reveal. The alert did not just go to a dashboard to die, the alert went straight to a Glip collaborative team of folks who care about the issue, and are the ones who need to respond. An agent on their break can see the alert on his cell phone and respond immediately.
These alerts go straight to Glip collaborative teams of folks who care about the issue and are the ones who need to respond. An agent on his cigarette break can see the alert on his cell phone and respond immediately.
In addition, the supervisor can push other folks to drop what they are doing and get in the queue as well. When people started to see how real-time and immediate all of this was people started to get excited.
I’m describing a demo at a tradeshow booth, by definition this is a simple scenario, with limited scope. Once we went through the demo the conversation started to get interesting when people started to get the full implications of what they were seeing. There are so many things that can be done with these alerts:
- A team of managers who get notified over the course of a day when they are falling behind on SLAs so they can modify staffing as needed to meet customer demand.
- Executives can be notified when key customer events trend poorly things like a spike in call abandons or extended wait times. This product can reach beyond the contact center.
- Marketing can be notified of the success rates of outbound campaigns and add more staff when the hit rate is high.
So, in the end, I’m very excited to share this new capability with anyone who will listen; my wife and my 96-year-old mother don’t seem to care too much, but I really started to see the light bulbs pop on when I talk about those who rely on the success of their contact centers.
To see how RingCentral can change your approach to customer engagement, watch the video here.
Originally published Mar 28, 2018, updated Aug 11, 2020