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The Integrated Collaborative Contact Center

Ring Central Blog

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2 min read

Last week we announced our Collaborative Contact Center solution, which transforms the way organizations manage customer engagement. RingCentral Contact Center™ integrated with RingCentral Glip®, a team messaging solution, and the new RingCentral Pulse™ enable agents to communicate and collaborate across their organizations in real time to resolve customer issues efficiently.

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.

Key capabilities  of RingCentral Pulse for Contact Center include:

RingCentral Pulse for Contact Center

RingCentral Pulse for CC Mobile

With the introduction of the Collaborative Contact Center solution we are excited to offer a unique approach that goes beyond the traditional contact center. We’re also excited to share the news that RingCentral Pulse for Contact Center beta will be available in Q2 2018. Demos will be shown at Enterprise Connect 2018 in Orlando, Florida, from March 12–15 at booth #1907.

Originally published Mar 13, 2018, updated Aug 27, 2020

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