{"id":52914,"date":"2022-08-05T12:17:22","date_gmt":"2022-08-05T19:17:22","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=52914"},"modified":"2025-06-24T18:39:34","modified_gmt":"2025-06-25T01:39:34","slug":"2022-survey-results-how-ringcentral-is-helping-business-driving-value-through-their-contact-center","status":"publish","type":"post","link":"\/us\/en\/blog\/2022-survey-results-how-ringcentral-is-helping-business-driving-value-through-their-contact-center\/","title":{"rendered":"Survey results: How RingCentral helps businesses drive value through their contact center"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Deploying cloud communications, collaboration, and <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> solutions is not just good for simplifying customer experience, it is great for driving value across the business. RingCentral offers contact center (<a href=\"https:\/\/www.ringcentral.com\/ccaas.html\">CCaaS<\/a>) solutions with deep integration with unified communications (UCaaS) that enables easy collaboration across all your employees to deliver seamless <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/ways-digital-first-omnichannel-impacts-todays-contact-center\/\">omnichannel experiences<\/a> for your customers. <\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Tapping into our global customer community, RingCentral surveyed RingCentral customers to learn the business value derived across five (5) categories of metrics: return on investment and general business, <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/better-roi-for-it-projects\/\">cost reduction\/IT<\/a>, employee productivity and business agility, business process improvement\/ workforce mobility and customer experience. <\/span><\/p>\n<p>The results of the survey are summarized across 22 metrics to show how RingCentral CX solutions have helped our customers. Use these as benchmarks for your own deployment objectives and customer experience goals.<\/p>\n<p><b>Highlights:\u00a0<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Increase revenue and save costs<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improve <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-service-trends-2023\/\">customer experience<\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Increase<a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/4-ways-to-improve-agent-productivity-in-a-cloud-contact-center\/\"> agent productivity\u00a0<\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improve <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/collaboration-problem\/\">collaboration<\/a> with experts across company<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improve contact center efficiency<\/span><\/li>\n<\/ul>\n<h2 class=\"heading h2\"><b><a id=\"Increase\"><\/a>Increase revenue and save costs<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">With businesses looking to do more with less, and general inflation on the rise, priorities for organizations are changing with a <\/span><a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html\"><span style=\"font-weight: 400;\">focus on the contact center<\/span><\/a><span style=\"font-weight: 400;\">. Cost savings and generating revenue has become a common concern for contact center managers.<\/span><\/p>\n<p><a href=\"https:\/\/assets.ringcentral.com\/us\/brief\/csm-survey-findings-customer-experience-2022.pdf\"><span style=\"font-weight: 400;\">\ud83d\udca5RingCentral customer success metrics:<\/span><\/a><span style=\"font-weight: 400;\"> In a 2022 survey of over 1,300 RingCentral customers, on average our customers see a <\/span><b>46% increased in revenue growth and a <\/b><b>24% increased in average revenue per agent <\/b><span style=\"font-weight: 400;\">with RingCentral contact center products.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ultimately, the goal is to provide the best tools to increase agents&#8217; productivity without sacrificing customer or agent satisfaction.<\/span><\/p>\n<h2 class=\"heading h2\"><b><a id=\"Improve\"><\/a>Improve customer experience<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">All specialists agree on this point to make a difference, your best leverage is to provide the best experience to your customers. <\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Today, contact center managers are tasked with delivering customer delight in every possible manner while balancing agent workload and satisfaction. The answer lies in the ability to provide agents with the best tools to meet and exceed customer expectations by answering inquiries quickly, limiting holding time, providing channels of their choice, and routing callers to the right agent.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Smart routing and intelligent distribution of tasks amongst agent will help achieving top notch service and greatly increase customer satisfaction.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\ud83d\udca5<\/span><a href=\"https:\/\/assets.ringcentral.com\/us\/brief\/csm-survey-findings-customer-experience-2022.pdf\"><span style=\"font-weight: 400;\">RingCentral customer success metrics:<\/span><\/a><span style=\"font-weight: 400;\"> According to a 2022 survey, RingCentral customers saw a <\/span><b>47% increased in customer satisfaction <\/b><span style=\"font-weight: 400;\">with RingCentral contact center products.<br \/>\n<\/span><\/p>\n<hr \/>\n<p class=\"p1\"><span class=\"s1\">\u2b50<\/span><span class=\"s2\"><b> Take your contact center to a whole new level <\/b><\/span><span class=\"s1\">\u2b50<\/span><\/p>\n<p class=\"p2\"><span class=\"s2\">Next-Gen Cloud Contact Centers for Dummies\u00ae, RingCentral Special Edition eBook<\/span><\/p>\n<p class=\"p3\"><span class=\"s2\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/next-gen-cloud-contact-centers.pdf\" data-id=\"69dc93e3087cf\" id=\"69dc93e3087cf\">\n\t\t<button tabindex=\"on\"  on=\"tap:69dc93e3087cf.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\">Next-Gen Cloud Contact Centers for Dummies\u00ae, RingCentral Special Edition eBook<\/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=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69dc93e3087cf.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<h2 class=\"heading h2\"><b><a id=\"Agents\"><\/a>Increase agent productivity\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Simplify the delivery of end-to-end customer experience (CX) services, while <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/ai-improves-agent-experience\/\">boosting efficiency of your agents<\/a>. But your agents\u2019 productivity is also linked to your <\/span><a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/factors-that-drive-agent-attrition\/\"><span style=\"font-weight: 400;\">agents\u2019 happiness<\/span><\/a><span style=\"font-weight: 400;\">. Tasks can become monotonous and frustrating for agents, be sure to provide them with well integrated and easy to use tools to simplify their experience and increase their engagement. Encourage them to use the latest technology with an omnichannel <\/span><a href=\"https:\/\/www.ringcentral.com\/better-employee-engagement\/why-does-employee-experience-matter\/\"><span style=\"font-weight: 400;\">experience<\/span><\/a><span style=\"font-weight: 400;\"> to break monotony.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\ud83d\udca5<\/span><a href=\"https:\/\/assets.ringcentral.com\/us\/brief\/csm-survey-findings-customer-experience-2022.pdf\"><span style=\"font-weight: 400;\">RingCentral customer success metrics:<\/span><\/a><span style=\"font-weight: 400;\"> According to a 2022 survey, RingCentral customers saw a <\/span><b>45% increased in employee productivity <\/b><span style=\"font-weight: 400;\">with RingCentral contact center products.<\/span><\/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<h2 class=\"heading h2\"><b><a id=\"Collaboration\"><\/a>Improve collaboration with experts across the company<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Time is of the utmost importance for agents when they\u2019re in conversation with a disappointed or upset customer. Allowing agents to easily connect with an expert to assist them can help to deescalate the conversation and <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/better-first-call-resolution-metrics\/\">resolve customer issues correctly the first time<\/a>.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Integrate your collaboration tools to give visibility to your employees\u2019 availability or to connect seamlessly without changing interface and limit agents wasting time searching for the right answers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\ud83d\udca5<\/span><a href=\"https:\/\/assets.ringcentral.com\/us\/brief\/csm-survey-findings-customer-experience-2022.pdf\"><span style=\"font-weight: 400;\">RingCentral customer success metrics:<\/span><\/a><span style=\"font-weight: 400;\"> According to a 2022 survey, RingCentral customers saw a <\/span><b>54% increase in resource access <\/b><span style=\"font-weight: 400;\">with RingCentral contact center products.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2 class=\"heading h2\"><b><br \/>\n<img decoding=\"async\" class=\"aligncenter size-full wp-image-52915\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/08\/Screen-Shot-2022-08-05-at-1.01.41-PM.png\" alt=\"RingCentral contact center platform\" width=\"625\" height=\"533\" \/><\/b><\/h2>\n<h2 class=\"heading h2\"><b><a id=\"Efficiency\"><\/a>Improve contact center efficiency<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Decrease average handle time,\u00a0 increase first call resolution, reduce hold times and more are all key performance indicators that any contact center will follow to ensure productivity of their agents but also the best experience for their customers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Use integrated <\/span><a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-analytics-measure-then-act\/\"><span style=\"font-weight: 400;\">analytics<\/span><\/a><span style=\"font-weight: 400;\"> to easily track metrics that matter the most to your business and provide alternatives to telephone traffic, invest in intuitive knowledge solutions for faster customer assistance, capitalize on idle time: write thank you notes to customers, answer to positive ratings, etc. All of these actions will help boost contact center productivity while simultaneously improving customer satisfaction.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\ud83d\udca5<\/span><a href=\"https:\/\/assets.ringcentral.com\/us\/brief\/csm-survey-findings-customer-experience-2022.pdf\"><span style=\"font-weight: 400;\">RingCentral customer success metrics:<\/span><\/a><span style=\"font-weight: 400;\"> According to a 2022 survey, RingCentral customers saw a <\/span><b>37,88% increased in speed to answer time and 32,47% decreased in agent idle time <\/b><span style=\"font-weight: 400;\">with RingCentral contact center products.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-52927\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/08\/Engage-Digital-Customer-Story-Quote-3.png\" alt=\"Customer service man in a suit\" width=\"1500\" height=\"843\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>Empowering agents with the right tools to deliver memorable experiences to their customers, while keeping them engaged, productive, and happy is crucial to the success of a contact center and the organization. RingCentral&#8217;s cloud communications, collaboration, and contact center solutions offer employers more than a platform for connecting employees and customers\u2014they generate significant business value.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Deploying cloud communications, collaboration, and contact center solutions is not just good for simplifying customer experience, it is great for driving value across the business. RingCentral offers contact center (CCaaS) solutions with deep integration with unified communications (UCaaS) that enables easy collaboration across all your employees to deliver seamless omnichannel experiences for your customers. Tapping &#8230;<\/p>\n","protected":false},"author":29,"featured_media":52917,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-52914","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>Survey results: How RingCentral helps businesses drive value through their contact center | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Deploying cloud communications, collaboration, and contact center solutions is not just good for simplifying customer experience, it is great for driving\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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