A contact center cloud solution

About Contact Center

RingCentral Contact Center lets you revolutionize your customer relationships. THis omnichannel system lets you build stronger relationships with CRM software integrations. Start conversations with customers using their preferred communication method such as voice, SMS, social, or email.

Video Overview

Features

  • Intelligent routing for inbound calls
  • CRM integrations
  • Call recording
  • Omnichannel analytics
  • Social media interactions
  • Quality management (QM) and workflow optimization (WFO)
  • Permission-based access and encryption
  • Seasonal scaling

Omnichannel Routing Benefits

  • Speed up service: Route inbound calls based on capacity, availability, and rules you define in one easy-to-use interface.
  • One routing engine for smoother operations: Optimize productivity and customer experience by handling multiple digital and voice interactions based on individual capacity.
  • Resolve issues faster with skills-based routing: Connect customers to the best available agent. Set up queues based on agent skill, language, or even specific channels.
  • Deepen relationships with personalized routing: View recent purchases, VIP status, or the last agent a customer interacted with to identify the best agent for each conversation.

Product Overview

User Reviews of Contact Center

★★★★★
★★★★★
Submitted on July 20th, 2020 by Jonathan Denize from W2O

We discovered a lot of benefits we weren’t expecting from a UCaaS platform that puts meetings, phone service, online fax, and team chat into an integrated user experience.

★★★★★
★★★★★
Submitted on July 20th, 2020 by Doug Altschul from Insureon

To our knowledge, no other company has the capability to monitor and record their calls in real time, do an automatic analysis of those calls, and use that knowledge to continually improve their practices company-wide. Because of the solution we’ve built around RingCentral Office and the Voice API, we’re learning things that are unique in our industry. And those insights are benefiting Insureon significantly.

Since we deployed this solution, we’ve seen average call-handle times for our agents drop by as much as 45%, because the artificial-intelligence solution helps guide them much faster to the optimal path in the conversation that will lead to a conversion.