{"id":49480,"date":"2021-09-23T10:51:32","date_gmt":"2021-09-23T17:51:32","guid":{"rendered":"\/us\/en\/blog\/?p=49480"},"modified":"2024-08-07T06:18:40","modified_gmt":"2024-08-07T13:18:40","slug":"reimagine-your-contact-center-possibilities","status":"publish","type":"post","link":"\/us\/en\/blog\/reimagine-your-contact-center-possibilities\/","title":{"rendered":"Possibilities: What you can do with an integrated contact center"},"content":{"rendered":"<p><strong>Highlights:\u00a0<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">As customer expectations continue to change and shift, organizations must be prepared to change alongside them.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customer experience, agent collaboration, and empowering agents are keys to successful hybrid working arrangements for agents.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">From AI to video to channels customers suddenly pick up and drop, change is inevitable, and today\u2019s <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact centers<\/a> must be prepared.<\/span><\/li>\n<li aria-level=\"1\">Here&#8217;s what you can do with <a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html\"><strong>RingCentral Contact Center<\/strong><\/a>.<\/li>\n<\/ul>\n<hr \/>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">The world is navigating a profound time of change\u2014in particular, executives are <\/span><a href=\"https:\/\/www.blackrock.com\/corporate\/investor-relations\/larry-fink-ceo-letter\"><span style=\"font-weight: 400;\">embracing a new era of sustainability<\/span><\/a><span style=\"font-weight: 400;\">. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">In early 2021, Larry Fink, CEO and Chairman of BlackRock <\/span><a href=\"https:\/\/www.blackrock.com\/corporate\/investor-relations\/larry-fink-ceo-letter\"><span style=\"font-weight: 400;\">published in his letter<\/span><\/a><span style=\"font-weight: 400;\"> to CEOs that \u201cwe are on the cusp of another transformation.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"quote-text-break-point-large\">\n<p class=\"quote-text\">\u201cI have great confidence in the ability of businesses to help move us out of this crisis and build a more inclusive capitalism.\u201d<\/p>\n<p class=\"quote-text-author\">Larry Fink, CEO of BlackRock<\/p>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>Contact centers<\/strong> have a crucial role to play during this profound time. Contact center agents\u2014and the data that they generate\u2014equip company leaders with a direct line of sight into on-the-ground company needs. What challenges are customers encountering on a daily basis? How can companies adapt to the realities of today\u2019s market?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The era of \u201cthe customer is always right\u201d is over. Companies are entering a new paradigm of \u201cwe need to answer our customers\u2019 questions.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And as the future of customer support evolves, so does RingCentral.<\/span><\/p>\n<h2 class=\"heading h2 h3\"><b>Flexibility, in the cloud<\/b><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-49546 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/09\/Contact-center-agent-working-from-home-scaled.jpg\" alt=\"\" width=\"2048\" height=\"1365\" \/><\/p>\n<p><span style=\"font-weight: 400;\">In the past year and a half, a lot has changed in the world of customer experience. In particular, hybrid and remote work are new terrain for contact center agents,<\/span><span style=\"font-weight: 400;\"> managers, <em>and<\/em> executives who are overseeing these teams.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral has been paying close attention to our customers\u2019 challenges and has been responding to the present by looking ahead.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t\t\t<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__landscape\" style=\"background-color:#FF8800;flex-direction: row-reverse;\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"796\" height=\"640\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/09\/Digital-first-contact-center.png\" class=\"responsive-image\" alt=\"The 6 ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"color:ffffff;\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t><strong>The 6 must-haves to create a digital-first omnichannel contact center<\/strong><\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Get the guide\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/www.ringcentral.com\/ebook-the-innovators-guide-to-the-digital-first-contact-center.html\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Get the guide\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Get the guide<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<p><span style=\"font-weight: 400;\">One outcome is a new take on what\u2019s possible. Instead of fearing the future and what it may throw at us, we\u2019re taking it head-on and asking \u2018What else?\u2019 and \u2018What next?\u2019 We\u2019ve up-leveled our thinking with a more intuitive UX and fresh aesthetic.<\/span><\/p>\n<p>Here&#8217;s what&#8217;s possible with RingCentral&#8217;s <a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html\"><strong>Integrated Contact Center<\/strong><\/a>.<\/p>\n<h2 class=\"heading h2\"><b>Your new contact center foundation<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Contact center agents need an intuitive way to ask and answer important questions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Executives need to align on the ground perspectives with bottom-line business metrics and financial statements.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Enter \u201cPossibilities,\u201d RingCentral\u2019s <a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html\"><strong>Integrated Contact Center<\/strong><\/a>. Here\u2019s how we\u2019re helping companies prepare for what\u2019s next:<\/span><\/p>\n<ul>\n<li><b>Give the right experience to your customers.<\/b><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"> Focus on the right digital channels for communication, ensure seamless channel elevation (i.e. from text to voice call), and connect costumes with the right agent and information\u2014the first time.<\/span><\/span><\/li>\n<li aria-level=\"1\"><b><b>Enhance collaboration capabilities. <span style=\"font-weight: 400;\">Empower agents to connect with experts and leaders throughout the organization, integrate information flows between contact center branches, and involve customer experience (CX) stakeholders at the last moment with proactive alerts.<\/span><\/b><\/b><\/li>\n<li aria-level=\"1\"><strong>Empower agents to work from home.<\/strong> <span style=\"font-weight: 400;\">Give agents an easy, intuitive tool to orchestrate data flows across apps, offer personalized coaching and feedback based on performance, and solidify a collaborative work environment.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">With the right contact center foundation, your business can be ready for whatever comes next.<\/span><\/p>\n<h2 class=\"heading h2\"><b>Onward and upward<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Now is a time for listening and learning. Where do we go from here? What\u2019s next for contact centers and more importantly, for the customers?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cThe future will not be more stable or certain,\u201d writes April Rinne, World Economic Forum Young Global Leader who is ranked one of the 50 rising female futurists. \u201cThe future\u2014whether that\u2019s this afternoon, next week, next quarter, next year, or the next decade\u2014is now defined by more uncertainty, more unpredictability, and more unknowns.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The key to navigating this time of change is for companies to \u201cradically reshape their relationship to uncertainty,\u201d Rinne writes.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t\t\t<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__landscape\" style=\"background-image: url(\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/rc-bottom-cta-bg.png);\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"1158\" height=\"1116\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/09\/Contact-center-maturity.png\" class=\"responsive-image\" alt=\"How does your ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t>How does your customer engagement and agent performance compare to that of your peers? Take our free quiz and find out<\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Try it out\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/ringcentral.valuestoryapp.com\/cx-maturity\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Try it out\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Try it out<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cAs we look toward a future in which the only \u2018steady state\u2019 is one of more change, it\u2019s time to open your flux mindset, upgrade your organization\u2019s \u2018flux capacity,\u2019 and prepare to thrive in constant change,\u201d Rinne says.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Companies will need to build iteratively and adapt quickly to changing market conditions and changing agent and customer expectations. Questions are going to lead to more questions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">How can companies use AI effectively? What\u2019s the right approach to integrating video into the business? What channels do our customers frequent most?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Step one is in the cloud and ensuring that agents are fully empowered with the right solutions to best grow with and serve your customers. Say hello to possibilities and learn more about RingCentral&#8217;s <a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html\"><strong>Integrated Contact Center<\/strong><\/a>.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights:\u00a0 As customer expectations continue to change and shift, organizations must be prepared to change alongside them. Customer experience, agent collaboration, and empowering agents are keys to successful hybrid working arrangements for agents. From AI to video to channels customers suddenly pick up and drop, change is inevitable, and today\u2019s contact centers must be prepared. &#8230;<\/p>\n","protected":false},"author":29,"featured_media":49481,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-49480","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Possibilities: What you can do with an integrated contact center | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Highlights:\u00a0 As customer expectations continue to change and shift, organizations must be prepared to change alongside them. 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