{"id":54412,"date":"2023-04-19T11:24:35","date_gmt":"2023-04-19T18:24:35","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=54412"},"modified":"2025-09-21T21:17:48","modified_gmt":"2025-09-22T04:17:48","slug":"ringcentrals-top-cx-innovations-spring-2023","status":"publish","type":"post","link":"\/us\/en\/blog\/ringcentrals-top-cx-innovations-spring-2023\/","title":{"rendered":"RingCentral&#8217;s top CX innovations: Spring 2023"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Customer experience is critical to business success today. And companies who do it well know one thing for sure: technology can be a huge help. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Whether it\u2019s faster resolution times on customer issues or more efficient communication, technology is changing the CX game for the better. And it isn\u2019t just the customers who are happy; streamlined workflows and deeper insights mean less stress for your whole CX team.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s why <a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html\">RingCentral\u2019s customer experience solutions<\/a> continue to expand, and this spring is no exception! Here are seven of the top customer experience innovations for Spring 2023 for better customer, agent, and supervisor experiences.<\/span><\/p>\n<hr \/>\n<p><iframe sandbox=\"allow-scripts allow-same-origin allow-presentation\" title=\"What&#039;s new in RingCentral CX | Spring 2023 | North America\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/TLoxcyYM4pQ?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<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">1. Bot Skill Store<\/span><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-54413\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2023\/04\/01_US_Bot_Skill_Store.gif\" alt=\"\" width=\"1280\" height=\"720\" \/><\/p>\n<p><a tabindex=\"-1\" href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2022-08-31-gartner-predicts-conversational-ai-will-reduce-contac\" target=\"_blank\" rel=\"noopener noreferrer\">Gartner predicts<\/a>\u00a0that bots will save $80B by 2026 so expanding digital self-service is critical. Our Bot Skill Store is one more way to expand self-service quickly as you don\u2019t have to build all your self-service bots from scratch. Folks who have our Bot Builder product automatically get the Bot Skill Store.<\/p>\n<p><strong>Example: <\/strong><span style=\"font-weight: 400;\">Add a funny persona to a bot with a Chuck Norris joke!<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">2. Advanced Caller ID<\/span><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-54414\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2023\/04\/02_US_Advanced_Caller_ID.gif\" alt=\"\" width=\"1280\" height=\"720\" \/><\/p>\n<p><span style=\"font-weight: 400;\">According to recent data from Pew Research, only <\/span><a href=\"https:\/\/www.pewresearch.org\/fact-tank\/2020\/12\/14\/most-americans-dont-answer-cellphone-calls-from-unknown-numbers\/ft_2020-12-14_phonescams_01\/\"><span style=\"font-weight: 400;\">19 percent of Americans<\/span><\/a><span style=\"font-weight: 400;\"> answer the phone for \u201cunknown callers.\u201d Your business can dramatically boost its answer rate to as much as 94 percent by displaying company name and dialable numbers on caller ID to a mobile line.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Increased call answer rates are critical for your business to deliver important information, such as appointment reminders, to customers. Advanced Caller ID supports users on T-Mobile, AT&amp;T and Verizon users on a single contract to ensure delivery to recipients without being dropped by carriers downstream.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>Example:<\/strong><\/span><span style=\"font-weight: 400;\"> Prospects who filled out online information request forms with a supplier will take the follow-up call from that supplier because they can see who is calling them.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">3. New Agent Experience<\/span><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-54417\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2023\/04\/05_US_New_Agent_experience.gif\" alt=\"\" width=\"1280\" height=\"720\" \/><\/p>\n<p><span style=\"font-weight: 400;\">This feature is one of the most important innovations that supports the ability of your agents to deliver a best-in-class customer experience. Agents now have consistent<\/span><span style=\"font-weight: 400;\">, modern experiences that incorporate all digital-first private and public channels and one-click integrations across all agent solutions. Relevant customer data, including interaction history and data from integrated CRMs, appears on agent desktops and provides agents with a complete view of the customer.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>Example<\/strong>:<\/span><span style=\"font-weight: 400;\"> When a customer calls with an issue, the single contact card provides full visibility into the customer\u2019s journey so the agent is empowered to respond effectively.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">4. RTIG for Sales Effectiveness<\/span><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-54415\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2023\/04\/03_US_RTIG_for_Sales_Effectiveness.gif\" alt=\"\" width=\"1280\" height=\"720\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Drive revenue with real-time guidance for sales agents, so they can close every sale. Agents can be tracked and alerted based on key sales behaviors, as well as coached in real time. They can also be notified about new opportunities and seize the moment to make a sale. RTIG for Sales also displays sales metrics and behavioral score trending in Interaction Analytics (requires Interaction Analytics Premium) for tracking sales effectiveness over time.\u00a0<\/span><\/p>\n<p><strong>Example:<\/strong><span style=\"font-weight: 400;\"> A salesperson is reminded on a sales call to acknowledge a customer request.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">5. Proactive Real-time Alerts for Supervisors<\/span><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-54416\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2023\/04\/04_US_Real_Time_Proactive_Supervisor_Alerts.gif\" alt=\"\" width=\"1280\" height=\"720\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Expand the one-stop-shop supervisor experience with real-time audio and visual alerts as well as suggested next steps so supervisors can instantly help agents in need. These alerts are based on agent state and customer sentiment. Up to 30 simultaneous alerts are supported. <\/span><\/p>\n<p><span style=\"font-weight: 400;\"><strong>Example<\/strong>:<\/span><span style=\"font-weight: 400;\"> A supervisor sees that the customer sentiment is low on a particular agent interaction and jumps in to help boost the vibes!<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">6. Enhanced Presence Synchronization<\/span><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-54419\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2023\/04\/07_US_Enhanced_Presence_synchronization.gif\" alt=\"\" width=\"1280\" height=\"720\" \/><\/p>\n<p><span style=\"font-weight: 400;\">There are times when agents need to work without distractions. Enhanced presence synchronization does that through presence status updates that prevent interactions when an agent is involved on an MVP call, meeting, or webinar.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Supervisors can evaluate data on agent activities to get a sense of the amount of time spent in calls versus meetings, webinars, and other interactions. Reports generated from presence data offer valuable insights into agent productivity and efficiency.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">7. Automatic Conversation Close<\/span><\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-54418\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2023\/04\/06_US_Automatic_conversation_close.gif\" alt=\"\" width=\"1280\" height=\"720\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Chat is a great mode of service interaction, but it does present some challenges to agent efficiency. In particular, it is difficult for agents to know if and when a customer has left the chat. Hanging around on empty chats impedes agent productivity.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">At the same time, agents don\u2019t want to leave chats too early, which alienates customers. This feature establishes a timeout level for chat sessions so they automatically end if a customer doesn&#8217;t respond in a certain period of time.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Choose RingCentral for optimized customer experiences<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Keeping up with innovation is inherent to providing the type of experiences customers demand. It allows your business to leverage the full capabilities of intelligent connected experiences.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The RingCentral Customer Experience\u00a0 portfolio is one of the most advanced communications systems available. It continues to incorporate new features like these to support <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> agents in their efforts to serve customers. <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html\"><span style=\"font-weight: 400;\">Empower your agents<\/span><\/a><span style=\"font-weight: 400;\"> and boost productivity and call effectiveness.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Learn more by <\/span><a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html#form\"><span style=\"font-weight: 400;\">requesting a demo<\/span><\/a><span style=\"font-weight: 400;\"> today!<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer experience is critical to business success today. And companies who do it well know one thing for sure: technology can be a huge help. Whether it\u2019s faster resolution times on customer issues or more efficient communication, technology is changing the CX game for the better. And it isn\u2019t just the customers who are happy; &#8230;<\/p>\n","protected":false},"author":1103,"featured_media":54417,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18885,4],"tags":[],"class_list":["post-54412","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&#039;s top CX innovations: Spring 2023<\/title>\n<meta name=\"description\" content=\"Staying on top of innovations is critical for optimized customer experiences. 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Find out about seven top CX innovations for Spring 2023.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ringcentrals-top-cx-innovations-spring-2023\/\" \/>\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=\"2023-04-19T18:24:35+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-09-22T04:17:48+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2023\/04\/05_US_New_Agent_experience.gif\" \/>\n\t<meta property=\"og:image:width\" content=\"1280\" \/>\n\t<meta property=\"og:image:height\" content=\"720\" \/>\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=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/ringcentrals-top-cx-innovations-spring-2023\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/ringcentrals-top-cx-innovations-spring-2023\/\"},\"author\":{\"name\":\"Gayathri Krishnamurthy\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/6cec7b6d629b31f107f7f52c7350afd2\"},\"headline\":\"RingCentral&#8217;s top CX innovations: Spring 2023\",\"datePublished\":\"2023-04-19T18:24:35+00:00\",\"dateModified\":\"2025-09-22T04:17:48+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/ringcentrals-top-cx-innovations-spring-2023\/\"},\"wordCount\":810,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/ringcentrals-top-cx-innovations-spring-2023\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2023\/04\/05_US_New_Agent_experience.gif\",\"articleSection\":[\"Company news &amp; culture\",\"Customer &amp; employee experience\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/ringcentrals-top-cx-innovations-spring-2023\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/ringcentrals-top-cx-innovations-spring-2023\/\",\"name\":\"RingCentral's top CX innovations: Spring 2023\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/ringcentrals-top-cx-innovations-spring-2023\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/ringcentrals-top-cx-innovations-spring-2023\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2023\/04\/05_US_New_Agent_experience.gif\",\"datePublished\":\"2023-04-19T18:24:35+00:00\",\"dateModified\":\"2025-09-22T04:17:48+00:00\",\"description\":\"Staying on top of innovations is critical for optimized customer experiences. 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She has built and launched customer service products in multiple flavors \u2013 CRM, pure play customer service, contact center and integrated Unified Communication.\u00a0Through these experiences, she brings both deep and wide perspectives for delivering enhanced customer experience. 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\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"RingCentral's top CX innovations: Spring 2023","description":"Staying on top of innovations is critical for optimized customer experiences. 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She has built and launched customer service products in multiple flavors \u2013 CRM, pure play customer service, contact center and integrated Unified Communication.\u00a0Through these experiences, she brings both deep and wide perspectives for delivering enhanced customer experience. 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\/2023\/04\/05_US_New_Agent_experience.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\/ringcentrals-top-cx-innovations-spring-2023\/amp","excerpt_title":"RingCentral&#8217;s top CX innovations: Spring 2023","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/54412","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=54412"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/54412\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/54417"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=54412"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=54412"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=54412"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}