{"id":53371,"date":"2022-10-06T07:00:59","date_gmt":"2022-10-06T14:00:59","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=53371"},"modified":"2025-09-18T21:38:00","modified_gmt":"2025-09-19T04:38:00","slug":"q3-2022-cx-feature-drop","status":"publish","type":"post","link":"\/us\/en\/blog\/q3-2022-cx-feature-drop\/","title":{"rendered":"New in Q3: Customer service features for smarter experiences &#038; deeper insights"},"content":{"rendered":"<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Highlights:<\/span><\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"#a\"><strong>Elevate customer experiences<\/strong><\/a> with video interactions and improved call routing.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"#b\"><strong>Reduce supervisor effort<\/strong><\/a> with a single view to manage all types of interactions, and improve compliance by recording agent screens.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"#c\"><strong>Gain operational insights<\/strong><\/a> into call queues, WhatsApp notifications, and staffing forecasts.\u00a0<\/span><\/li>\n<\/ul>\n<p><iframe sandbox=\"allow-scripts allow-same-origin allow-presentation\" title=\"Top 10 release highlights CX Q3 2022 | RingCentral\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/AREHGfLoG_Q?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<hr \/>\n<p><span style=\"font-weight: 400;\">According to<\/span><a href=\"https:\/\/c1.sfdcstatic.com\/content\/dam\/web\/en_us\/www\/documents\/research\/salesforce-state-of-the-connected-customer-4th-ed.pdf\">\u00a0<span style=\"font-weight: 400;\">Salesforce research<\/span><\/a><span style=\"font-weight: 400;\">, <strong>89% of consumers are more likely to make another purchase after a positive customer service experience.<\/strong><\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-service-customer-experience\/\">Customer service<\/a> is an integral part of the <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/how-to-improve-customer-experience-in-a-call-center\/\">customer experience<\/a>. While some companies struggle to provide adequate customer service, others are making a name for themselves by creating stellar customer service experiences.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral has been a long-standing leader in the <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-vs-call-center\/\">contact center<\/a> industry. With this expertise, we&#8217;ve designed 10 new tools and features to help your service team strengthen your contact center experience and keep your customers and agents productive, knowledgeable, and satisfied.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We\u2019ve categorized these new features into three helpful parts:<\/span><\/p>\n<h2><a id=\"a\"><\/a>Elevate customer experience<\/h2>\n<p><span style=\"font-weight: 400;\">Our Engage Digital application is constantly growing and evolving to meet customer satisfaction expectations. It only takes one subpar experience to lose a customer. Nearly 90% of customers who rate customer service as \u201cvery good,\u201d report trusting that company. On the other hand, 16% who give a poor rating trust companies to the same degree, reports the <\/span><a href=\"https:\/\/success.qualtrics.com\/rs\/542-FMF-412\/images\/ROI%20of%20customer%20experience%202020.pdf\"><span style=\"font-weight: 400;\">Qualtrics XM Institute<\/span><\/a><span style=\"font-weight: 400;\">. We\u2019ve improved the customer experience by adding features that your customers need.<\/span><\/p>\n<h3 class=\"heading h3\"><a id=\"one\"><\/a>1.\u00a0 Engage Digital: Switch to video<\/h3>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-53374\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/10\/01_switch-to-video.gif\" alt=\"\" width=\"1920\" height=\"1080\" \/><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">RingCentral\u2019s famous Engage Messaging for chat has grown up and hit the big leagues. We\u2019ve humanized the equation and added video conferencing to the chat service. Customers who prefer the personal touch can switch from chat to video instantly \u2014 no switching apps, agents, or devices to see a live human representative. Resolve issues that require visual interaction quickly, such as product troubleshooting or remote health checkups.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\"><a id=\"two\"><\/a>2.\u00a0 <\/span><b>Engage Digital: LinkedIn integration<\/b><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-53375\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/10\/02_LinkedIn_Integrations.gif\" alt=\"\" width=\"1920\" height=\"1080\" \/><\/p>\n<p><span style=\"font-weight: 400;\">You asked for it and RingCentral delivered. Engage Digital is now integrated with LinkedIn (in beta) so you can engage with your customers and respond to comments directly from Engage Digital. Engage in one-on-one conversations with your audience on Linkedin, and resolve customer issues faster.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\"><a id=\"three\"><\/a>3. <\/span><b>\u00a0Contact Center: Attribute routing<\/b><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-53372\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/10\/03_Attribute_Routing.gif\" alt=\"Customer experience attribute routing flow\" width=\"1920\" height=\"1080\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Attribute routing enables an additional level of precision on top of skill-based routing and agent proficiency. Up to 100 attributes can be assigned to an agent to be used in routing decisions. This eliminates the need for complex <a href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\">IVR<\/a> logic, while assuring that customers are matched with the best available agent.<\/span><\/p>\n<h2 class=\"heading h2\"><a id=\"b\"><\/a>Reduce agent and supervisor effort<\/h2>\n<p><span style=\"font-weight: 400;\">With the rise of contact centers rather than a singular <a href=\"https:\/\/www.ringcentral.com\/call-center.html\">call center<\/a>, it has been more important than ever to have a omni-contact, integrated solution.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The new supervisor dashboard gives management personnel an all-encompassing, at-a-glance look at everything their team handles, enabling them to head off potential problems early. Originating from the world of high tech, this tool allows supervisors real-time visibility into how their staff members are performing and how they are managing their workload.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\"><a id=\"four\"><\/a>4.\u00a0 <\/span><b>Contact Center:<\/b> <b>New supervisor experience<\/b><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-53381\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/10\/04_New-Supervisor-Experience.gif\" alt=\"\" width=\"1920\" height=\"1080\" \/><\/p>\n<p><span style=\"font-weight: 400;\">This app is huge for supervisors to get a one-stop look at all things voice, digital, <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/how-contact-centers-use-ai-strategically\/\">AI<\/a>, and WEM about their agents in one easy-to-use dashboard they can use from any device. It is a way for supervisors to manage their team while on the go, whether you&#8217;re at work or away on vacation. The idea of this app was born out of the need for a hands-free solution that allows supervisors to make decisions and control branch operations without having to leave their seats. The user interface is designed to be as simple and straightforward as possible.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\"><a id=\"five\"><\/a>5.\u00a0 <\/span><b>Engage Voice: Screen recording with Calabrio One<\/b><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-53376\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/10\/05_Screen_Recording_with_Calabrio_One.gif\" alt=\"\" width=\"1920\" height=\"1080\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Ever want to go back to a certain call for compliance needs or to use it as a teachable moment for all your agents? Our new integration with Calabrio Screen Recording enables you to\u00a0 record screen interactions anywhere, even if your agents work remotely. Powerful meta-tagging in Calabrio allows for easy call organization, so there\u2019s no searching through hundreds of hours of calls to find needed information. Easily meet stringent HIPAA regulations, payment security requirements, and privacy law regulations with minimal hardware and software integration.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\"><a id=\"c\"><\/a>Gain powerful operational insights for better decision-making<\/span><\/h2>\n<h4 class=\"heading h4\" style=\"text-align: center;\">\u201c\u2026to fully reap the advantages of advanced analytics, organizations must have the right foundations in place to make the most of their data.\u201d &#8211; <a href=\"https:\/\/www.mckinsey.com\/capabilities\/operations\/our-insights\/how-advanced-analytics-can-help-contact-centers-put-the-customer-first\">McKinsey<\/a><\/h4>\n<p><span style=\"font-weight: 400;\">It seems that many companies aren&#8217;t using advanced analytics and are missing out on the huge benefits it offers. Advanced analytics is the use of sophisticated data analysis and modeling techniques to extract meaningful information from large data sets. Though it&#8217;s often used by large multinational organizations, it&#8217;s becoming increasingly accessible for small, niche businesses as well. The result is increased customer satisfaction, reduced costs, and increased revenue.<\/span><\/p>\n<h3 class=\"heading h3\"><a id=\"six\"><\/a>6.\u00a0 Engage Voice: Enhanced voice analytics<\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-53377\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/10\/06_Voice-Analytics.gif\" alt=\"\" width=\"1920\" height=\"1080\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Voice analytics can be used to track and identify the scripts agents are using. This is done by recording the call, then analyzing it to see if it matches a script. The data collected from these scripts can then be used to improve agent productivity and minimize costs. Users can also now easily consolidate the scheduling and delivery of historical reports by creating custom schedules to regularly export historical reports to their preferred destinations (email, FTP, SFTP, S3). Voice analytics helps companies improve their customer service by making sure agents are using the right scripts for each situation, thus improving agent productivity and minimizing costs.<\/span><\/p>\n<h3 class=\"heading h3\"><a id=\"seven\"><\/a>7.\u00a0 Engage Digital: WhatsApp outbound analytics<\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-53378\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/10\/07_Whatsapp_Outbound_Analytics.gif\" alt=\"\" width=\"1920\" height=\"1080\" \/><\/p>\n<p><span style=\"font-weight: 400;\">If you&#8217;re looking to get an in-depth understanding of what&#8217;s happening on your WhatsApp account, use Engage Digital&#8217;s WhatsApp analytics. These software solutions offer detailed analytics for all your campaigns. Our newest features to our WhatApp analytics help you understand <\/span><span style=\"font-weight: 400;\">which<\/span><span style=\"font-weight: 400;\"> WhatsApp numbers most <\/span><span style=\"font-weight: 400;\">conversations<\/span><span style=\"font-weight: 400;\"> happen and what are the types of conversations your customers engage in.<\/span><\/p>\n<h3 class=\"heading h3\"><a id=\"eight\"><\/a>8.\u00a0 Enhanced workforce management (WFM) forecasting<\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-53382\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/10\/08_WFM_Forecasting.gif\" alt=\"\" width=\"1920\" height=\"1080\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Santa Claus is coming to town and you need to know how many agents to schedule to handle all those holiday sales calls. Our Enhanced WFM Forecasting is a powerful yet simple-to-use solution that helps companies forecast call volume and staffing needs accurately and faster. With this tool, you can set up your forecasting periods, input your historical data, and choose the best forecast to meet your performance needs.<\/span><\/p>\n<h3 class=\"heading h3\"><a id=\"nine\"><\/a>9.\u00a0 Quality management premium<\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-53379\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/10\/09_Quality_Management.gif\" alt=\"\" width=\"1920\" height=\"1080\" \/><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral Call Center is the perfect tool for evaluating and coaching agent behavior through AI analysis of key customer service traits. It shows how agents score across different skills and automatically advises on coaching to improve quality. This tool makes quality assurance easier than ever before with automation in the evaluation of agent behaviors.<\/span><\/p>\n<h3 class=\"heading h3\"><a id=\"ten\"><\/a>10.\u00a0 Contact center: Ad hoc quality management<\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-53380\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/10\/10_Ad_hoc_Quality_Management.gif\" alt=\"\" width=\"1920\" height=\"1080\" \/><\/p>\n<p><span style=\"font-weight: 400;\">With ad-hoc quality management, interactions and workflows outside of the contact center can be evaluated within a single QM platform. This eliminates the need for third party systems, spreadsheets, and guesswork, resulting in reduced operational costs and improved employee visibility.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Elevate customer experiences with video interactions and improved call routing. Reduce supervisor effort with a single view to manage all types of interactions, and improve compliance by recording agent screens. Gain operational insights into call queues, WhatsApp notifications, and staffing forecasts.\u00a0 According to\u00a0Salesforce research, 89% of consumers are more likely to make another purchase &#8230;<\/p>\n","protected":false},"author":1103,"featured_media":53381,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18885,4],"tags":[],"class_list":["post-53371","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>New in Q3: Customer service features for smarter experiences &amp; deeper insights | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"RingCentral dropped a wealth of new features in Q3 to help businesses deliver stellar customer experiences, every time. 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