{"id":52732,"date":"2022-07-20T12:49:50","date_gmt":"2022-07-20T19:49:50","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=52732"},"modified":"2025-09-21T21:31:21","modified_gmt":"2025-09-22T04:31:21","slug":"top-10-ringcentral-customer-experience-innovations-for-2022","status":"publish","type":"post","link":"\/us\/en\/blog\/top-10-ringcentral-customer-experience-innovations-for-2022\/","title":{"rendered":"Top 10 RingCentral customer experience innovations for 2022"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">It\u2019s no longer just \u201cnice\u201d for <\/span><span style=\"font-weight: 400;\">call center agents<\/span><span style=\"font-weight: 400;\"> to provide an exceptional <\/span><span style=\"font-weight: 400;\">contact center experience<\/span><span style=\"font-weight: 400;\">\u2014it\u2019s vital. According to the report, 2022 June Market Study: CX Trends, Challenges &amp; Opportunities by <\/span><span style=\"font-weight: 400;\"><a tabindex=\"-1\" href=\"https:\/\/www.customercontactweekdigital.com\/customer-experience\/whitepapers\/2022-june-market-study-cx-trends-challenges-opportunities\" target=\"_blank\" rel=\"noopener noreferrer\"><u>CCW<\/u><\/a>, a staggering 60% of consumers say they would switch to a competitor after just one or two bad experiences.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Luckily, RingCentral has 10 new tools and features to help your service team strengthen your <\/span><span style=\"font-weight: 400;\">contact center experience<\/span><span style=\"font-weight: 400;\"> and keep your customers productive, knowledgeable, and satisfied.<\/span><\/p>\n<p>We&#8217;ve broken these new features down into a few helpful categories:<\/p>\n<ul>\n<li><a href=\"#one\">Features to help reduce operating costs\u00a0<\/a><\/li>\n<li><a href=\"#two\">Integrations to unify contact center information<\/a><\/li>\n<li><a href=\"#three\">Self-service tools for better customer experience<\/a><\/li>\n<li><a href=\"#four\">Call center software to empower agents<\/a><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Let\u2019s take a deeper look at our 2022 innovations for a <\/span><span style=\"font-weight: 400;\">better customer experience<\/span><span style=\"font-weight: 400;\"> and how they can help you improve your <\/span><span style=\"font-weight: 400;\">contact center solutions<\/span><span style=\"font-weight: 400;\">.\u00a0<strong>Watch the video or read on below!\u00a0<\/strong><\/span><\/p>\n<p><iframe sandbox=\"allow-scripts allow-same-origin allow-presentation\" title=\"Top 10 release highlights CX 2022 | RingCentral\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/2oABMoqg5As?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/p>\n<h2><b><a id=\"one\"><\/a>RingCentral features to help reduce operating costs<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Distribution and operational costs are on the rise, and according to the <\/span><a href=\"https:\/\/www.bls.gov\/opub\/ted\/2022\/consumer-prices-up-7-5-percent-over-year-ended-january-2022.htm\"><span style=\"font-weight: 400;\">U.S. Bureau of Labor Statistics<\/span><\/a><span style=\"font-weight: 400;\">, the Consumer Price Index increased 7.5% from January 2021 to January 2022\u2014the biggest yearly increase in 40 years. Companies\u2014including contact centers\u2014are under immense pressure to tighten their belts and reduce spending. Now more than ever, it\u2019s crucial that organizations get more value out of their existing tools and find creative ways to reduce operating costs\u2014without damaging the quality of their service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral has products that can help CX leaders and support teams take full advantage of their <\/span><a href=\"https:\/\/www.ringcentral.com\/cloud-contact-center.html\"><span style=\"font-weight: 400;\">cloud contact center<\/span><\/a><span style=\"font-weight: 400;\"> tools.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">1. Engage Voice Analytics<\/span><\/h3>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.ringcentral.com\/ca\/en\/engage\/engage-voice.html\">Engage Voice<\/a>, an outbound and blended contact center solution, has enhanced analytics that can help you improve your agents\u2019 performance and increase your operational efficiency. Contact center technology<\/span><span style=\"font-weight: 400;\"> leaders and teams can gain new, enhanced insights through metrics and reports and a dashboard that brings them all together in one convenient place.<br \/>\n<img decoding=\"async\" class=\"aligncenter wp-image-52734 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Screen-Shot-2022-07-19-at-4.42.03-PM.png\" alt=\"\" width=\"626\" height=\"545\" \/><br \/>\n<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With Engage Voice Analytics, you can now track and improve your outbound agents\u2019 top activities\u2014dialed calls, answered calls, completed calls, talk time, and more\u2014and most common outbound dispositions\u2014like leads generated, follow-ups, and opt-outs. These analytics will provide information about <\/span><span style=\"font-weight: 400;\">customer engagement<\/span><span style=\"font-weight: 400;\">, hold times, and call distribution among agents in support ticket queues.<\/span><\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p class=\"p1\"><span class=\"s1\">\ud83d\ude03<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude20<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude23<\/span><span class=\"s2\"><b>\u00a0 Your first chance to make a good impression is your only chance to make an impression <\/b><\/span><span class=\"s1\">\ud83d\ude03<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude20<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude23<\/span><\/p>\n<p class=\"p1\"><span class=\"s2\">\u00a01\/3 of your customers will leave after just one <b>bad<\/b> experience! See how RingCentral contact center helped these 6 companies better serve their customers<\/span><\/p>\n<p class=\"p1\"><span class=\"s2\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/how-rc-helped-6-companies.pdf\" data-id=\"6a086209dfa76\" id=\"6a086209dfa76\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a086209dfa76.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">How RingCentral helped these 6 companies better serve their customers<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a086209dfa76.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<h3><span style=\"font-weight: 400;\"><br \/>\n2. 4,000 free minutes per user with Engage Voice \u201cStandalone\u201d<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">With Engage Voice \u201c<\/span><a href=\"https:\/\/support.ringcentral.com\/engagevoice\/overview\/voice-overview-intro-billing.html#:~:text=Engage%20Voice%20Standalone\"><span style=\"font-weight: 400;\">Standalone<\/span><\/a><span style=\"font-weight: 400;\">,\u201d your team gets 4,000 free minutes per user. These minutes can be used for both inbound and outbound domestic traffic, so 4,000 minutes of calls to and from customers in the U.S. and Canada are free for each of your agents. This offer helps contact centers improve <\/span><span style=\"font-weight: 400;\">customer communications<\/span><span style=\"font-weight: 400;\"> while also reducing operational costs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><img decoding=\"async\" class=\"aligncenter wp-image-52735 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Screen-Shot-2022-07-19-at-4.44.59-PM.png\" alt=\"Image showing a Grand Travel agent desk top with a phone key pad for an agent to dial. \" width=\"624\" height=\"421\" \/><\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">This Engage Voice feature also includes a \u201cTransport Overview\u201d dashboard in addition to \u201cBilling Period Account Overview\u201d and \u201cBilling Period Account Usage\u201d dashboards. These dashboards and the reports they generate help you review your RingCentral subscription utilization so you can adapt it based on your team\u2019s specific needs.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\"><span class=\"s1\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b><a id=\"two\"><\/a>RingCentral integrations to unify contact center information<\/b><\/h2>\n<p>By integrating customer service tools within a central platform, organizations can provide a more seamless contact center experience and ensure agents have access to the critical customer data they need to solve issues on first contact. RingCentral has new integration-based features that help agents do just that.<\/p>\n<h3><span style=\"font-weight: 400;\">3. Bring Your Own Surveys<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">With RingCentral\u2019s Bring Your Own Surveys API, your contact center can integrate any survey provider into <\/span><a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html\"><span style=\"font-weight: 400;\">Engage Digital<\/span><\/a><span style=\"font-weight: 400;\"> and aggregate customer feedback directly within our platform. The Bring Your Own Surveys feature triggers and records survey responses automatically so you can easily gather feedback to improve your customers\u2019 experiences.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-52736 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Screen-Shot-2022-07-19-at-4.46.45-PM.png\" alt=\"Image of a drawing, a man sitting at a desk, possibly a contact center agent or man seeking help from a contact center. \" width=\"623\" height=\"343\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">With RingCentral\u2019s Bring Your Own Surveys API and <\/span><span style=\"font-weight: 400;\">automation<\/span><span style=\"font-weight: 400;\">, contact center leaders and teams can get more value from the tools they\u2019re already using.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">4. WhatsApp Outbound<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Use WhatsApp through <\/span><a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html\"><span style=\"font-weight: 400;\">Engage Digital<\/span><\/a><span style=\"font-weight: 400;\"> to send messages directly to consumers through WhatsApp\u2019s API. This integration allows you to start conversations, and engage one-on-one with your customers through Engage Digital and WhatsApp. Support leaders and <\/span><span style=\"font-weight: 400;\">contact center agents<\/span><span style=\"font-weight: 400;\"> can determine a specific trigger and use WhatsApp to push proactive outbound notifications to targeted customers. Charges are based on WhatsApp\u2019s pricing model.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><img decoding=\"async\" class=\"aligncenter wp-image-52737 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Screen-Shot-2022-07-19-at-4.48.32-PM.png\" alt=\"A text message conversation between an individual and their bank. \" width=\"378\" height=\"698\" \/><\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">WhatsApp Outbound through Engage Digital also includes usage analytics and enables teams to set up reminders, sales follow-ups, alerts, and more. Charges are based on WhatsApp\u2019s pricing model.<\/span><\/p>\n<h2><b><a id=\"three\"><\/a>RingCentral tools to help customers with self-service<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Many customers now prefer to try to handle problems themselves without having to reach out to a support agent. As Geeta Menon, RingCentral\u2019s Senior Product Marketing Manager, explained in our <\/span><a href=\"https:\/\/go.ringcentral.com\/ringcentral-contact-center-feature-release-overview-summer-2022-registration.html?BMID=LEADGENWEBSITEWEBINAR&amp;utm_source=US%20RC%20Website&amp;utm_entry=Contact%20Center%20Webinar\"><span style=\"font-weight: 400;\">recent webinar<\/span><\/a><span style=\"font-weight: 400;\">, 80% of contact center users prefer to begin with digital <\/span><span style=\"font-weight: 400;\">customer interactions<\/span><span style=\"font-weight: 400;\"> before they have to switch to any other <\/span><span style=\"font-weight: 400;\">communication channels<\/span><span style=\"font-weight: 400;\"> (e.g., contacting a live agent). So, it\u2019s becoming increasingly important for companies to provide a variety of resources like knowledge bases, <a href=\"https:\/\/www.ringcentral.com\/virtual-agent.html\">intelligent virtual agents<\/a>, and chatbots.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral has self-service tools that can improve <\/span><span style=\"font-weight: 400;\">customer expectations<\/span><span style=\"font-weight: 400;\"> by helping them find what they need without the help of agents.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">5. Bot Builder<\/span><\/h3>\n<p><a href=\"https:\/\/www.ringcentral.com\/download.html\"><span style=\"font-weight: 400;\">RingCentral<\/span><\/a><span style=\"font-weight: 400;\">\u2019s Bot Builder allows you to create, test, and deploy your own customized omnichannel \u201csmart\u201d bot\u2014no coding required. Our tool\u2019s bots can quickly answer simple <\/span><span style=\"font-weight: 400;\">customer inquiries<\/span><span style=\"font-weight: 400;\"> and take care of redundant tasks, like resetting customer passwords, freeing up agents to handle more complex and value-added activities.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><img decoding=\"async\" class=\"aligncenter wp-image-52738 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Screen-Shot-2022-07-19-at-4.49.45-PM.png\" alt=\"RingCentral\u2019s Bot Builder allows you to create, test, and deploy your own customized omnichannel \u201csmart\u201d bot\u2014no coding required.\" width=\"623\" height=\"364\" \/><\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\"><a id=\"guide\"><\/a>Support teams can also fine-tune Bot Builder\u2019s smart bots to recognize industry terms and company-specific formats. With this feature, your <\/span><span style=\"font-weight: 400;\">technical support<\/span><span style=\"font-weight: 400;\"> team can offer your customers self-service and save time, money, and improve your <\/span><span style=\"font-weight: 400;\">bottom line<\/span><span style=\"font-weight: 400;\">.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">6. Guide<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">RingCentral\u2019s Guide is a proactive pop-up tool that provides contextual self-service\u2014in the form of links, live chat, virtual assistants, and knowledge banks\u2014along a customer\u2019s journey. Guide is specifically tailored for web and mobile experiences and provides the <\/span><span style=\"font-weight: 400;\">customer success<\/span><span style=\"font-weight: 400;\"> resources needed to solve issues digitally\u2014without the need to speak directly to an agent.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Guide is designed to help customers get what they need as easily as possible, which improves <\/span><span style=\"font-weight: 400;\">customer retention<\/span><span style=\"font-weight: 400;\">. With Guide, agents can also see a customer\u2019s journey, so if it\u2019s necessary, they can jump in and anticipate customer needs or take proactive steps to solve issues before they arise.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-52739 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Screen-Shot-2022-07-19-at-5.01.34-PM.png\" alt=\"An online shopping experience showing men's clothing.\" width=\"619\" height=\"507\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Guide delivers the right information to your customers at the right time. When customers are able to get answers quickly without involving agents, conversions tend to increase. Geeta Menon explains in our <\/span><a href=\"https:\/\/go.ringcentral.com\/ringcentral-contact-center-feature-release-overview-summer-2022-registration.html?BMID=LEADGENWEBSITEWEBINAR&amp;utm_source=US%20RC%20Website&amp;utm_entry=Contact%20Center%20Webinar\"><span style=\"font-weight: 400;\">feature release webinar<\/span><\/a><span style=\"font-weight: 400;\"> that with this tool, companies see a 700% ROI.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">7. SmartAssist<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">SmartAssist is an intelligent virtual agent that\u2019s available to customers 24\/7. It recognizes natural language, customer sentiment, and context, so it\u2019s able to accurately answer many contact center questions and limit call escalation and <\/span><span style=\"font-weight: 400;\">routing<\/span><span style=\"font-weight: 400;\"> to live agents. For complex problems, SmartAssist can transfer the issue to live agents with full context.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The SmartAssist bot can also handle context-switching and is integrated with more than 50 back-end systems, so it can easily find information and provide customers with the answers they need.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-52740 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Screen-Shot-2022-07-19-at-5.02.54-PM.png\" alt=\"A drawing of a woman sitting on her couch, next to her cat, with a chat with a contact center agent.\" width=\"618\" height=\"331\" \/><\/p>\n<p><span style=\"font-weight: 400;\">While agents are busy with higher-value tasks, SmartAssist can take care of many customer questions at once, so it decreases staffing and operational costs while providing a better digital journey. As Geeta Menon shares in <\/span><a href=\"https:\/\/go.ringcentral.com\/ringcentral-contact-center-feature-release-overview-summer-2022-registration.html?BMID=LEADGENWEBSITEWEBINAR&amp;utm_source=US%20RC%20Website&amp;utm_entry=Contact%20Center%20Webinar\"><span style=\"font-weight: 400;\">our newest webinar<\/span><\/a><span style=\"font-weight: 400;\">, the SmartAssist bot increases first contact resolution (FCR) by 20%.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">8. Self-service Analytics<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">RingCentral\u2019s Self-service Analytics helps support teams see customer journeys and if or where they escalate to a live agent or abandon a call. This analytics tool helps you identify issues in your Interactive Voice Response, or <a href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\">IVR<\/a>, service flows. IVR helps <\/span><span style=\"font-weight: 400;\">callers<\/span><span style=\"font-weight: 400;\"> navigate phone-based self-service.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-52741 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Screen-Shot-2022-07-19-at-5.07.07-PM.png\" alt=\"A mapping of a customer journey.\" width=\"614\" height=\"505\" \/><\/p>\n<p>Armed with these insights, your teams can make informed updates to your IVR to optimize customers\u2019 self-service experiences.<\/p>\n<h2><b><a id=\"four\"><\/a>RingCentral <\/b><b>call center software<\/b><b> to empower agents<\/b><\/h2>\n<p><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/tips-to-prevent-contact-center-burnout\/\"><span style=\"font-weight: 400;\">Agent burnout<\/span><\/a><span style=\"font-weight: 400;\"> and high turnover make it difficult for contact centers to provide a consistent, high-quality support experience. RingCentral provides tools that help agents resolve <\/span><span style=\"font-weight: 400;\">customer issues<\/span><span style=\"font-weight: 400;\"> smoothly, so CX teams are more likely to enjoy their work and stay at your contact center.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">9. Real-time Interaction Guidance and Behavioral Coaching<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">RingCentral\u2019s Real-time Interaction Guidance (RTIG) and Behavioral Coaching uses AI to track customer sentiment and agent behavior during interactions. For example, the Real-time Interaction Guidance and Behavioral Coaching feature can notice when <\/span><span style=\"font-weight: 400;\">customer service agents<\/span><span style=\"font-weight: 400;\"> aren\u2019t showing enough empathy and will coach them to ask customers more questions. It can also recognize when agents are speaking too fast, not listening, or other actions that could be improved.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-52742 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Screen-Shot-2022-07-19-at-5.08.26-PM.png\" alt=\"A computer screen showing a smiley face trying to gague how satisfied a customer is after an interaction with a contact center agent.\" width=\"589\" height=\"618\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Leadership teams can use the RTIG dashboard to explore trends and use this information to personalize training for more effective results. Because the RTIG guides agents on processes, compliance, and multiple soft skills, it helps to improve <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ringcentral-contact-center-boost-csat-and-esat-with-new-automation-ai-and-wem-capabilities\/\"><span style=\"font-weight: 400;\">employee satisfaction (ESAT) and customer satisfaction (CSAT).<\/span><\/a><\/p>\n<h3><span style=\"font-weight: 400;\">10. Agent Assist<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">RingCentral\u2019s Agent Assist empowers agents by serving up the information they need to respond to customers accurately and quickly. Agent Assist works across both voice and chat.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-52743 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Screen-Shot-2022-07-19-at-5.10.06-PM.png\" alt=\"A computer screen showing an interaction via chat between a customer and a contact center agent.\" width=\"620\" height=\"507\" \/><\/p>\n<p><span style=\"font-weight: 400;\">When agents have immediate access to critical customer information, it not only reduces their stress but also helps your company improve ESAT, CSAT, and FCR.<\/span><\/p>\n<h2><b>Elevate your <\/b><b>contact center experience <\/b><b>with RingCentral<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Delivering exceptional customer support is hard, but with <\/span><a href=\"https:\/\/www.ringcentral.com\/download.html\"><span style=\"font-weight: 400;\">RingCentral<\/span><\/a><span style=\"font-weight: 400;\">, it doesn\u2019t have to be. We\u2019re constantly evolving our products to provide customer support teams with the features, integrations, tools, and <\/span><span style=\"font-weight: 400;\">contact center software<\/span><span style=\"font-weight: 400;\"> they need to combat communication challenges and elevate their <\/span><span style=\"font-weight: 400;\">contact center experience<\/span><span style=\"font-weight: 400;\">\u2014for both customers <\/span><i><span style=\"font-weight: 400;\">and<\/span><\/i><span style=\"font-weight: 400;\"> for agents.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We\u2019re taking huge strides to make communication simpler\u2014and more enjoyable\u2014for everyone, and these updates are just the first step. Hear the full\u00a0 <\/span><a href=\"https:\/\/go.ringcentral.com\/ringcentral-contact-center-feature-release-overview-summer-2022-registration.html?BMID=LEADGENWEBSITEWEBINAR&amp;utm_source=US%20RC%20Website&amp;utm_entry=Contact%20Center%20Webinar\"><span style=\"font-weight: 400;\">webinar<\/span><\/a><span style=\"font-weight: 400;\"> to learn more about these new features.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>It\u2019s no longer just \u201cnice\u201d for call center agents to provide an exceptional contact center experience\u2014it\u2019s vital. According to the report, 2022 June Market Study: CX Trends, Challenges &amp; Opportunities by CCW, a staggering 60% of consumers say they would switch to a competitor after just one or two bad experiences. Luckily, RingCentral has 10 &#8230;<\/p>\n","protected":false},"author":1103,"featured_media":52772,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18885,4],"tags":[],"class_list":["post-52732","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ringcentral-newsdesk","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>Top 10 RingCentral customer experience innovations for 2022 | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Learn about RingCentral&#039;s newest contact center features that could help you deliver even better customer experiences and empower your service team.\" \/>\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\/top-10-ringcentral-customer-experience-innovations-for-2022\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Top 10 RingCentral customer experience innovations for 2022\" \/>\n<meta property=\"og:description\" content=\"Learn about RingCentral&#039;s newest contact center features that could help you deliver even better customer experiences and empower your service team.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/top-10-ringcentral-customer-experience-innovations-for-2022\/\" \/>\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=\"2022-07-20T19:49:50+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-09-22T04:31:21+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/CX_Top_10_Features_blog_GIF_930x700.gif\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/gif\" \/>\n<meta name=\"author\" content=\"Gayathri Krishnamurthy\" \/>\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=\"Gayathri Krishnamurthy\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"10 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.ringcentral.com\/us\/en\/blog\/top-10-ringcentral-customer-experience-innovations-for-2022\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/top-10-ringcentral-customer-experience-innovations-for-2022\/\"},\"author\":{\"name\":\"Gayathri Krishnamurthy\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/6cec7b6d629b31f107f7f52c7350afd2\"},\"headline\":\"Top 10 RingCentral customer experience innovations for 2022\",\"datePublished\":\"2022-07-20T19:49:50+00:00\",\"dateModified\":\"2025-09-22T04:31:21+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/top-10-ringcentral-customer-experience-innovations-for-2022\/\"},\"wordCount\":1662,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.ringcentral.com\/us\/en\/blog\/top-10-ringcentral-customer-experience-innovations-for-2022\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/CX_Top_10_Features_blog_GIF_930x700.gif\",\"articleSection\":[\"Company news &amp; 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Gayathri is currently an AVP of Product Marketing at RingCentral and drives GTM strategy for their CX portfolio.","url":"\/us\/en\/blog\/author\/gayathri-krishnamurthy\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/CX_Top_10_Features_blog_GIF_930x700.gif","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/gayathri-krishnamurthy\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/6fe0b9b57c23b7bde2d68fb8e0ea21bd1ef635aa86387e22ce22089dc3418b4e?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">Gayathri Krishnamurthy<\/span><\/a>","rc_author_full_name":"Gayathri Krishnamurthy","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2021\/09\/Gayathri-Krishnamurthy-1.jpg","rc_author_link":"\/us\/en\/blog\/author\/gayathri-krishnamurthy\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/ringcentral-newsdesk\/amp\">Company news &amp; culture<\/a><a href=\"\/us\/en\/blog\/category\/trending\/customer-experience\/amp\">, Customer &amp; employee experience<\/a>","amp_link":"\/us\/en\/blog\/top-10-ringcentral-customer-experience-innovations-for-2022\/amp","excerpt_title":"Top 10 RingCentral customer experience innovations for 2022","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/52732","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\/1103"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=52732"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/52732\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/52772"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=52732"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=52732"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=52732"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}