{"id":39501,"date":"2019-07-24T00:00:00","date_gmt":"2019-07-24T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/"},"modified":"2025-04-02T00:36:03","modified_gmt":"2025-04-02T07:36:03","slug":"inbound-and-outbound-contact-centers-why-you-need-both-to-win","status":"publish","type":"post","link":"\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/","title":{"rendered":"Inbound and outbound contact centers: Why you need both to win"},"content":{"rendered":"

\"\"When a customer connects with your business, what can they expect? Different customers would likely give different answers to that question, although there\u2019s probably one thing all businesses would probably like to be able to say: consistency.\u00a0<\/span><\/p>\n

Unfortunately for many companies, providing that customer experience consistency isn\u2019t as easy as it sounds. Inbound contact center managers work hard to bring agents up to speed and train them to deliver a positive experience every time a customer connects with the brand. Outbound contact center<\/a> sales managers dedicate themselves to enabling their agents to sell, sell, sell. Often, however, those strategies don\u2019t align and consequently leaves the customer confused, or worse, with a poor customer experience.\u00a0<\/span><\/p>\n

Companies today need to start asking themselves some tough questions: Is my company delivering a consistently positive, on-brand experience from outbound to inbound? Are we in control of the conversation?<\/span><\/p>\n

When considering the above, a lot of companies focus their efforts on their inbound contact center challenges: juggling volume, agent readiness, and first-call resolution<\/a>. Outbound contact centers, on the other hand, are often not viewed as a key component in the customer experience. They\u2019re viewed as a means to win new business rather than an opportunity for positive, engaging customer contact. As a result, customer experiences across both channels are inconsistent, putting customers and sales at risk.<\/span><\/p>\n

While inbound allows you to be there for customers when they call on you, outbound offers the opportunity to proactively strengthen the business-customer relationship with a two-way conversation. More than just a way to generate new prospects or collect payments, outbound is a chance to win customers over by demonstrating that you want to help, by reaching out to customers at the appropriate time in their buying journey.\u00a0<\/span><\/p>\n

Outbound contact centers: The customer perspective<\/b><\/p>\n

Today, customers have unlimited choices for where to take their business. That\u2019s why their experience with your company matters so much, from first impressions to becoming a return customer.\u00a0<\/span><\/p>\n

Let\u2019s take the example of Susie, a customer of the fictional Hit the Pavement (HTP) running store. She\u2019s an avid athlete and frequently shops around for clothing, shoes, and accessories to help her feel her best while she\u2019s chasing down her goals. About 11 months ago, Susie made her first purchase from HTP: a new pair of running shoes.\u00a0<\/span><\/p>\n

Since her first purchase, she has had some contact with HTP, but not much. She\u2019s called the store to ask about the lifespan of this particular pair of shoes. Customer service was great and told her that her new shoes should last about a year, given her training regimen.\u00a0\u00a0<\/span><\/p>\n

Outbound contact centers: the business perspective\u00a0<\/b><\/p>\n

For HTP, delivering great customer service is a source of pride, as well as key strategy for creating repeat customers<\/a> and maintaining a sustainable business model. They train their inbound contact center reps on how to deliver a superior customer experience, answer customer questions, troubleshoot, and upsell where appropriate.\u00a0<\/span><\/p>\n

They also use outbound to improve their customer experience\u2013\u2013and bottom line. For example, when HTP\u2019s outbound call center<\/a> technology recognizes that it\u2019s been nearly 12 months since Susie\u2019s purchase, she\u2019s queued up in the company\u2019s smart dialing system and connected to an outbound contact center agent. Once connected, with all of Susie\u2019s information on file, the rep can remind Susie that it\u2019s time for a new pair of runners, talk her through what she did and didn\u2019t love about her last purchase, and guide her in choosing and ordering her new pair. Best of all, Susie\u2019s needs are taken care of even before she herself has to think about. It takes the burden off her to remember when to purchase a new pair of shoes (that her feet will thank her for).\u00a0<\/span><\/p>\n

The big picture<\/b><\/p>\n

Today\u2019s market is competitive. Fragmented, piecemeal business interactions rarely lead to positive impressions. To succeed, today\u2019s call centers need to consider every angle of customer interaction\u2013\u2013and that means creating a two-way conversation that\u2019s consistently positive and engaging whether inbound or outbound.<\/span><\/p>\n

Melding outbound and inbound strategies can take your selling and overall customer experience<\/a> to the next level. When used correctly, outbound call center technology can help businesses support compliance, improve speed-to-lead, and increase agent productivity and customer satisfaction.<\/span><\/p>\n

When companies start looking at selling as a two-way conversation and don\u2019t separate outbound sales calls and inbound support interactions, elevating every engagement becomes a real possibility. <\/span>To learn more about how carefully considering outbound call center technology can help you transform your customer relationships into a two-way, winning-the engagement conversation, check out our <\/span>Outbound Engagement Playbook<\/span><\/a>, available now.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

When a customer connects with your business, what can they expect? Different customers would likely give different answers to that question, although there\u2019s probably one thing all businesses would probably like to be able to say: consistency.\u00a0 Unfortunately for many companies, providing that customer experience consistency isn\u2019t as easy as it sounds. Inbound contact center …<\/p>\n","protected":false},"author":29,"featured_media":39502,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-39501","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"\nInbound and outbound contact centers: Why you need both to win | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"When a customer connects with your business, what can they expect? Different customers would likely give different answers to that question, although\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Inbound and outbound contact centers: Why you need both to win\" \/>\n<meta property=\"og:description\" content=\"When a customer connects with your business, what can they expect? Different customers would likely give different answers to that question, although\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2019-07-24T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-04-02T07:36:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/young-man-in-office-working-on-laptop-computer-and-phone-picture-id908590732.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"RingCentral Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/\"},\"author\":{\"name\":\"RingCentral Team\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\"},\"headline\":\"Inbound and outbound contact centers: Why you need both to win\",\"datePublished\":\"2019-07-24T00:00:00+00:00\",\"dateModified\":\"2025-04-02T07:36:03+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/\"},\"wordCount\":793,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/young-man-in-office-working-on-laptop-computer-and-phone-picture-id908590732.jpg\",\"articleSection\":[\"Customer & employee experience\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/\",\"name\":\"Inbound and outbound contact centers: Why you need both to win | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/young-man-in-office-working-on-laptop-computer-and-phone-picture-id908590732.jpg\",\"datePublished\":\"2019-07-24T00:00:00+00:00\",\"dateModified\":\"2025-04-02T07:36:03+00:00\",\"description\":\"When a customer connects with your business, what can they expect? Different customers would likely give different answers to that question, although\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/young-man-in-office-working-on-laptop-computer-and-phone-picture-id908590732.jpg\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/young-man-in-office-working-on-laptop-computer-and-phone-picture-id908590732.jpg\",\"width\":1200,\"height\":675},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Inbound and outbound contact centers: Why you need both to win\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"name\":\"RingCentral Blog\",\"description\":\"Intelligent Communications\",\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\",\"name\":\"RingCentral\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"width\":2048,\"height\":309,\"caption\":\"RingCentral\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ringcentral\",\"https:\/\/x.com\/ringcentral\",\"https:\/\/www.linkedin.com\/company\/ringcentral\/\",\"https:\/\/www.instagram.com\/ringcentral\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\",\"name\":\"RingCentral Team\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"caption\":\"RingCentral Team\"},\"sameAs\":[\"https:\/\/www.ringcentral.com\"],\"url\":\"\/us\/en\/blog\/author\/ringcentral-team\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Inbound and outbound contact centers: Why you need both to win | RingCentral Blog","description":"When a customer connects with your business, what can they expect? Different customers would likely give different answers to that question, although","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/","og_locale":"en_US","og_type":"article","og_title":"Inbound and outbound contact centers: Why you need both to win","og_description":"When a customer connects with your business, what can they expect? Different customers would likely give different answers to that question, although","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2019-07-24T00:00:00+00:00","article_modified_time":"2025-04-02T07:36:03+00:00","og_image":[{"width":1200,"height":675,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/young-man-in-office-working-on-laptop-computer-and-phone-picture-id908590732.jpg","type":"image\/jpeg"}],"author":"RingCentral Team","twitter_card":"summary_large_image","twitter_creator":"@ringcentral","twitter_site":"@ringcentral","twitter_misc":{"Written by":"RingCentral Team","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#article","isPartOf":{"@id":"\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/"},"author":{"name":"RingCentral Team","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358"},"headline":"Inbound and outbound contact centers: Why you need both to win","datePublished":"2019-07-24T00:00:00+00:00","dateModified":"2025-04-02T07:36:03+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/"},"wordCount":793,"commentCount":0,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/young-man-in-office-working-on-laptop-computer-and-phone-picture-id908590732.jpg","articleSection":["Customer & employee experience"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#respond"]}]},{"@type":"WebPage","@id":"\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/","name":"Inbound and outbound contact centers: Why you need both to win | RingCentral Blog","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/young-man-in-office-working-on-laptop-computer-and-phone-picture-id908590732.jpg","datePublished":"2019-07-24T00:00:00+00:00","dateModified":"2025-04-02T07:36:03+00:00","description":"When a customer connects with your business, what can they expect? Different customers would likely give different answers to that question, although","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/young-man-in-office-working-on-laptop-computer-and-phone-picture-id908590732.jpg","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/young-man-in-office-working-on-laptop-computer-and-phone-picture-id908590732.jpg","width":1200,"height":675},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"Inbound and outbound contact centers: Why you need both to win"}]},{"@type":"WebSite","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","name":"RingCentral Blog","description":"Intelligent Communications","publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization","name":"RingCentral","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","width":2048,"height":309,"caption":"RingCentral"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ringcentral","https:\/\/x.com\/ringcentral","https:\/\/www.linkedin.com\/company\/ringcentral\/","https:\/\/www.instagram.com\/ringcentral"]},{"@type":"Person","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358","name":"RingCentral Team","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","caption":"RingCentral Team"},"sameAs":["https:\/\/www.ringcentral.com"],"url":"\/us\/en\/blog\/author\/ringcentral-team\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/young-man-in-office-working-on-laptop-computer-and-phone-picture-id908590732.jpg","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/ringcentral-team\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">RingCentral Team<\/span><\/a>","rc_author_full_name":"RingCentral Team","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/02\/ringcentral-logo-new.png","rc_author_link":"\/us\/en\/blog\/author\/ringcentral-team\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/customer-experience\/amp\">Customer & employee experience<\/a>","amp_link":"\/us\/en\/blog\/inbound-and-outbound-contact-centers-why-you-need-both-to-win\/amp","excerpt_title":"Inbound and outbound contact centers: Why you need both t...","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/39501","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=39501"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/39501\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/39502"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=39501"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=39501"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=39501"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}