We launched RingCX in November 2023 with the idea that there was a significant gap in the market for a contact center solution that was easy to deploy and use. The response has been nothing short of overwhelming with complexity in designing, deploying, and use. Since launching in the US and Canada last fall, RingCX quickly expanded into the UK, France and Germany and is now available in Australia. RingCX supports local languages, including variations of English, French, Italian, Spanish, and German.
RingCX now has over 160 customers benefiting from our native, AI-first contact center. We continue to find it easy to simplify the customer experience. One of the key ways we are helping simplify customer experiences is with the availability of our immersive agent experience, via omnichannel CRM integrations.
Unifying customer and service intelligence
There’s nothing simple about switching between applications and screens when assisting customers. In fact, it adds to the stress an agent feels with each customer interaction. Customers are looking to solve a problem when they reach out – whether it’s getting answers to a simple question or trying to solve a time-sensitive problem. Agents need quick access to the right information, but that usually requires working in multiple tools at the same time.
RingCX eliminates this problem with omnichannel CRM integrations for Salesforce, Hubspot, ServiceNow, Zendesk, and Microsoft Dynamics 365. These integrations equip agents with a unified, immersive user experience in the applications that they use every day. Whether on a phone call, responding to an email, or engaging in a live chat, agents have one interface to use, delivering on the vision of immersive agent experiences.
Beyond the simplicity of a single user interface, the integrations streamline customer interactions by leveraging customer data in the CRM. The embedded RingCX agent experience automatically identifies the contact and presents the agent with key insights into their journey. Additional capabilities include the ability to view, create, and manage tickets or customer cases, click to call directly from the customer record in the CRM, and automatic interaction logging.
Giving customers a personalized experience
Embedding RingCX into the CRM platform helps eliminate time-consuming tasks like asking the customer for basic information like their name and account number. Instead, agents quickly have this information right at their fingertips. This level of personalization makes customers feel valued.
Agents gain immediate access to customer history, preferences, and past interactions, allowing for more informed conversations. This comprehensive insight allows agents to assist customers without leaving the CRM environment, optimizing response times and improving resolution rates. Faster solutions lead to happier customers.
Giving agents an immersive experience
Agents benefit from a more streamlined workflow, reduced complexity, and enhanced tools to manage customer interactions effectively. They can effortlessly switch between voice, video, and over 20 digital channels, all within the same interface. This helps them deliver a consistent and engaging service, regardless of the communication channel the customer chooses. Automatic screen pops ensure that relevant customer information is at the agent’s fingertips the moment a call is answered, reducing handle times.
Automating the logging of interactions, creation of tickets, and updating of customer records reduces manual entry and administrative burdens on agents, freeing them to focus on delivering high-quality customer interactions. It also minimizes the risk of human error, ensuring that customer data remains accurate and up-to-date.
And the best part? Our CRM integrations are included in the $65 per agent RingCX package at no additional charge.
Enabling businesses to do more with an open platform
RingCentral’s ability to rapidly expand and localize is a testament to the strength of the platform and voice infrastructure. We are committed to ensuring that every interaction between businesses and their customers is as seamless as possible – no matter where they are in the world.
RingCX’s open API architecture is the cornerstone of a rapidly expanding integration ecosystem, featuring partnerships with leading technology providers such as Google Dialogflow, Cognigy, Yellow.ai, Balto, and Calabrio. These integrations are accessible through RingCentral’s App Gallery, enabling businesses to customize their workflows and leverage the full potential of their cloud-based business applications.
RingCentral is dedicated to broadening its ecosystem to equip businesses with a comprehensive suite of tools and services that seamlessly integrate with RingCX. Efforts to expand the ecosystem are driven by a deep understanding of the diverse needs of businesses operating in various sectors. RingCentral is focused on providing a versatile and adaptable platform that can be customized to meet the specific requirements of each organization.
Discover more about how RingCX can elevate your customer engagement by visiting https://www.ringcentral.com/ringcx.html.
Originally published Mar 26, 2024
