Effortless customer and agent experiences
CX that's simple, smart, and fast
Connect customers to the right resource to solve their problem the first time-whether in self-service or with a live agent-in any channel.
Provide agents with AI-driven guidance tools to keep them engaged and solve customer problems. Simplify forecasting and scheduling, monitor quality and performance, and reward agents to reduce churn. Identify the root cause of customer issues and drive high-impact improvements with advanced omnichannel analytics.
Measure contact center performance with enhanced analytics to drive CX improvements.
Connect on any channel
Interact with customers in the channel of their choice, including voice, chat, email, and 30+ digital channels.
Deliver a better customer experience with smart routing
Maintain a single customer identity no matter how they interact with you, even if they switch channels during an interaction-such as a live agent from a bot or a voice call from a digital interaction.
Connect customers to the best available resource
Set up queues based on agent skill, language, or even specific channels. Enable intelligent self-service and automation. Reduce abandoned calls with automatic callback.
Enable a better agent experience with a unified tool for all interactions
Provide agents with a single pane of glass for all interactions to
simplify customer engagement, accessible on any device,
from any location.
Keep agents happy, engaged, and productive
Make agent experiences easier with AI- driven agent guidance and assistance tools. Incentivize great service by making work fun gamification, all while minimizing downtime and reducing costs.
Optimize everyone’s schedule
Plan and manage your contact center team’s hours according to traffic volumes, vacations, and training.
Stay on top of service quality
Keep a pulse on performance with screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring.
See what’s working in real time
With analytics for every interaction, you can track sentiment, identify ambassadors and detractors, view trending topics, identify patterns and more in order to improve the customer experience.
Get detailed performance insights
Make business-critical decisions based on historical reports and live analytics.
Track progress with pre-built reports
Choose from 100+ pre-built reports to gain insight into average handle time, first contact resolution, queue time, and other important metrics.
Get the metrics that matter to you
Build custom reports by selecting from 250+ out-of-the-box metrics that can be filtered and scheduled to meet your needs.
Act fast with real-time dashboards
Monitor critical KPIs, agent performance, and customer experience in real time with a flexible, customizable dashboard. Automatically send push notifications to key stakeholders during critical events.
The Business Value of RingCentral Contact Center
Tailor every experience
Integrate popular CRMs to personalize service for customers. Automatically surface purchase history, past interactions, ticket status, and more. Get the full picture and connect to any proprietary CRM or other back-end systems with our open APIs.
With RingCentral, agents can more easily and cost-effectively stay engaged with partners to drive revenue growth.