{"id":52757,"date":"2022-07-25T14:08:40","date_gmt":"2022-07-25T21:08:40","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=52757"},"modified":"2025-03-13T06:42:59","modified_gmt":"2025-03-13T13:42:59","slug":"ringcentral-contact-center-release-22-2","status":"publish","type":"post","link":"\/us\/en\/blog\/ringcentral-contact-center-release-22-2\/","title":{"rendered":"RingCentral Contact Center Release 22.2: Six innovations to delight your customers"},"content":{"rendered":"<p>Customers today have a <em>lot<\/em> of choices for just about anything they want to buy or any service they want to use. And with so much to choose from, it&#8217;s no wonder folks aren&#8217;t just looking for the best price anymore; they&#8217;re prioritizing the best customer experience.<\/p>\n<p>That&#8217;s why it&#8217;s more important than ever to delight your customers at every turn. Luckily, RingCentral continues to innovate and add new features to help you do just that. Here are the latest big leaps in our RingCentral Contact Center software:<\/p>\n<ul>\n<li><a href=\"#one\">Tools for AI-driven self service\u00a0<\/a><\/li>\n<li><a href=\"#two\">Tools for increased agent agility<\/a><\/li>\n<\/ul>\n<h2 class=\"heading h2\"><a id=\"one\"><\/a>Delight customers with AI-driven self service<\/h2>\n<p><span style=\"font-weight: 400;\">Customers now prefer to try to handle problems themselves first. According to a <\/span><a href=\"https:\/\/hbr.org\/2017\/01\/kick-ass-customer-service\"><span style=\"font-weight: 400;\">Harvard Business review study<\/span><\/a><span style=\"font-weight: 400;\">,\u00a0 81% of contact center users like to begin with digital customer interactions before switching to other channels (e.g., contacting a live agent). So, it\u2019s critical for companies to provide self-service tools like chatbots and intelligent virtual agents.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">1. Bot Builder<\/span><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-52759 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Screen-Shot-2022-07-22-at-1.52.07-PM.png\" alt=\"UI shot of the BotBuilder \" width=\"1230\" height=\"686\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Our Bot Builder lets you create and deploy your own omnichannel \u201csmart\u201d bot without coding. These bots can answer simple customer inquiries fast, and handle routine tasks like resetting customer passwords.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This frees up your agents to handle more complex and value-added matters. You can also fine-tune these bots to recognize industry terms and company-specific formats. Bot Builder enables you to offer digital-self service in a simple and cost-effective manner, thereby saving you time and money.<\/span><\/p>\n<h3 class=\"heading h3\">2. Guide<\/h3>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-52760 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Screen-Shot-2022-07-22-at-1.52.20-PM.png\" alt=\"UI of RingCentral Guide\" width=\"1236\" height=\"1006\" \/><\/p>\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 along a customer\u2019s journey. It is specifically tailored for web and mobile experiences and provides the customer success resources needed to solve issues digitally\u2014without the need to speak to an agent.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Guide helps customers get what they need easily, which improves loyalty. With it, agents can also see a customer\u2019s journey and jump in, if needed, to take proactive steps to solve issues.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Guide delivers the right information to your customers at the right time, increasing conversions. In fact, with this tool, companies see a 700% ROI.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">3. SmartAssist<\/span><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-52761\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Screen-Shot-2022-07-22-at-1.52.30-PM.png\" alt=\"UI of RingCentral Smart Assist\" width=\"1238\" height=\"662\" \/><\/p>\n<p><span style=\"font-weight: 400;\">SmartAssist is an intelligent virtual agent available to customers 24\/7. It recognizes natural language, sentiment, and context, so it can accurately answer many CX questions and limit call escalation. For very complex problems, it can transfer the issue to a live agent with full context.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">SmartAssist 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 answers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">SmartAssist can also take care of many customer questions at once, so it decreases staffing and operational costs, and increases first contact resolution (FCR) by 20%.<\/span><\/p>\n<h2><a id=\"two\"><\/a>Empower agents and increase agility<\/h2>\n<p><span style=\"font-weight: 400;\">Agent burnout and high turnover make it difficult for <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact centers<\/a> to provide a consistent, high-quality support experience. This release provides additional tools that help agents resolve <\/span><span style=\"font-weight: 400;\">customer issues<\/span><span style=\"font-weight: 400;\"> smoothly, so agents are more likely to enjoy their work and stay with you.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">4. Quality Management Premium<\/span><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-52769 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/image-1.png\" alt=\"Screenshot of Quality Management Premium UI\" width=\"1920\" height=\"1080\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Quality Management Premium (QM-P)builds on Quality Management Advanced (QM-A) to unlock the usage of Agent CSAT Behaviors that enable supervisors to recognize trends, customize coaching and improve quality within the contact center workforce. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">QM-P enables access to Auto Response in Form Designer, sampling Agent Behaviors in Quality Planner, and Agent Behaviors Insights Reports.<\/span><\/p>\n<h3 class=\"heading h3\">5. Ad-hoc Quality Management<\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-52770\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Image-2.png\" alt=\"Ad-hoc Quality Management UI\" width=\"1920\" height=\"1080\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Ad-hoc Quality Management makes it possible to evaluate interactions and workflows beyond the contact center, such as within Billing or Order Management, without recorded interactions \u2014 from within a single Quality Management platform. This eliminates the need for 3rd parties, spreadsheets, or guesswork.\u00a0\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This new feature results in reduced operational costs and improved employee visibility by consolidating business processes for Quality Management.<\/span><\/p>\n<h3 class=\"heading h3\">6. Attribute routing<\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-52762\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Screen-Shot-2022-07-22-at-1.57.31-PM.png\" alt=\"Diagram of attribute routing process\" width=\"1250\" height=\"1248\" \/><\/p>\n<p><span style=\"font-weight: 400;\">In addition to <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/9-business-benefits-of-skills-based-routing-for-your-contact-center\/\">skill<\/a> and proficiency, up to 100 attributes can be assigned to an agent and used in <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/advanced-call-routing\/\">routing decisions<\/a>. Attributes add an additional level of precision when determining the best available agent. Languages, location, and other properties can be incorporated without complex configuration.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Attribute Routing ensures each interaction will quickly be handled by the most capable agent, thus maximizing both operational efficiency and customer satisfaction.<\/span><\/p>\n<h2 class=\"heading h2\">The best is yet to come<\/h2>\n<p><span style=\"font-weight: 400;\">While our latest release adds multiple features to enhance customer satisfaction, increase agility and boost productivity, we won\u2019t stop here. Our products will keep evolving to empower support teams with the features, integrations, tools, and software they need to elevate the overall contact center experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Read our <\/span><a href=\"https:\/\/support.ringcentral.com\/release-notes\/customer-engagement\/contact-center.html\"><span style=\"font-weight: 400;\">release notes<\/span><\/a><span style=\"font-weight: 400;\"> to learn more. To learn more about RingCentral Contact Center, <\/span><a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html#form\"><span style=\"font-weight: 400;\">request a <\/span><span style=\"font-weight: 400;\">demo<\/span><span style=\"font-weight: 400;\">.<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customers today have a lot of choices for just about anything they want to buy or any service they want to use. And with so much to choose from, it&#8217;s no wonder folks aren&#8217;t just looking for the best price anymore; they&#8217;re prioritizing the best customer experience. That&#8217;s why it&#8217;s more important than ever to &#8230;<\/p>\n","protected":false},"author":1137,"featured_media":52758,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18885,4],"tags":[],"class_list":["post-52757","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>RingCentral Contact Center Release 22.2: Six innovations to delight your customers | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"In the age of customer experience, how can you continue to up your service game? 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She began her career as a management consultant at Accenture.","url":"\/us\/en\/blog\/author\/geeta-menon\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/GettyImages-1347467699-scaled.jpg","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/geeta-menon\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/1d8596ce90aa0868932b46429d8af2a459890471f66a6167a33436e9a9f88716?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">Geeta Menon<\/span><\/a>","rc_author_full_name":"Geeta Menon","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/IMG_E4535-1-scaled.jpg","rc_author_link":"\/us\/en\/blog\/author\/geeta-menon\/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\/ringcentral-contact-center-release-22-2\/amp","excerpt_title":"RingCentral Contact Center Release 22.2: Six innovations ...","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/52757","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\/1137"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=52757"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/52757\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/52758"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=52757"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=52757"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=52757"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}