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RINGCENTRAL CONTACT CENTRE™

Features

Innovative tools to help you serve your customers better.

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RINGCENTRAL CONTACT CENTRE™
Features

Serve and sell better with 40+ robust features

From routing to integrations through to management and security, get the most out of your solution with these invaluable tools.

Intelligent routing
Inbound
Route calls to the right agent every time according to your own business rules.
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IVR
Enable your customers to perform routine operations over the phone by themselves and clarify customer needs for more personalised service.
Skills-based routing
Ensure every customer gets the best available resource on every interaction.
Virtual hold
Offer a queued call-back to free up customers from waiting on hold and protect their place in the queue.
Voicemail routing
Provide customers with the options of leaving a message or receiving a call back at busy times. This allows for routing and queuing to ensure all callers are prioritised properly.
Omnichannel routing
Let customers reach out to you on the most convenient channel for them at any given moment.
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Outbound dialing
Increase sales with efficient dialing capabilities that maximise performance, eliminate pauses, and keep you compliant.
Outbound campaign management
Increase sales by knowing who to contact and when, and manage retries and preferred channels.
Chat and co-browse
Close more deals with the offer of help at the right time. Walk customers through forms and web pages when needed.
Social media interactions
Identify relevant questions and comments in the social sphere, contact customers, and manage interactions within your core contact centre application.
Integrations
CRM integrations
Personalise the customer experience and drive agent productivity by integrating prebuilt and open API-driven connections into any back-end system.
Screen pops
Provide agents with critical customer information at just the right time to help them close a deal or provide a positive customer experience.
Click-to-call
Experience one-click calling from within your CRM interface. Benefit from focused and fast calling to increase sales or help solve customer issues.
Data-driven routing
Use data from back-end and CRM systems to make smarter connections and build customer relationships.
RestFUL APIs
Get the flexibility to integrate with any system to support any workflow with our powerful APIs.
Administration and management
Surveys
Get access to Net Promoter® Score (NPS) surveys, Customer Effort Scores, general satisfaction ratings, and more.
Call recording
Record all calls to gain insight into agent performance and the customer experience, improve agent coaching.
Whisper coaching, silent monitoring, and barge-in
Provide supervisor tools to help agents and ensure the best possible customer experience.
Supervisor tools
Call recordings, monitor, whisper, barge-in, reporting and dashboards, all help lead the way to full workforce optimisation.
Prebuilt reports
Get the information you need on agent performance and the customer experience with the most important and targeted predefined reports.
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Administration without IT
Respond to changing conditions without IT assistance with easy-to-use administration tools.
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Omnichannel analytics
See the full customer journey across all channels and gain insight into agent performance on any channel.
Analytics and dashboards
Get an instant snapshot of how your team is performing and what your customers are experiencing.
Workforce Management and Optimisation
Workforce Optimisation
Make sure you are getting the best value from your contact centre solution. Two-thirds of the cost of running a contact centre is in labor and agent support and now you can get the most out of your investment with our workforce optimisation tools.
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Workforce Management (WFM)
Optimise agent schedules to ensure customers are not left in the cold during peak times, and agents are not idle during quiet times.
Performance management
Track contact centre performance with dashboards that showcase data from CRM and other sources. The added bonus of gamification will keep agents engaged and productive.
Quality Management (QM)
Listen to call recordings, watch screen recordings, and use forms for consistent agent reviews and grading.
Screen recording
Provide feedback to agents on how they should navigate your systems to optimise performance.
Speech and text analytics
Spot customer trends, issues, and changes quickly by reviewing customer conversations for key topics and phrases.
Gamification
Give agents challenges, badges, and prizes while you gain immediate feedback on how everyone is performing relative to the rest of the team.
Coaching and learning tools
Schedule, deliver, and track coaching, which is integrated with individual quality monitoring evaluation scores and KPIs.
Flexible, safe, reliable, and secure
Seasonal scaling
Quickly and easily add or reduce capacity to ensure your customers get the best possible service even during the busiest times.
Active failover
Rest assured that your system will not go down, even if an entire data centre is taken out of service.
Guaranteed 99.99% uptime
At RingCentral, we back up our commitment to your business with the highest levels of availability.
Work through a disaster
Flood, blizzard, fire… when agents can work from anywhere, it doesn’t matter what has happened to your office, your contact centre will continue to run.
Permission-based access
Your system administrator controls user access. Every user of the system is given access to just the capabilities they need.
Compliant with security standards
Rest assured that you have chosen a trusted partner whose solutions are compliant with HIPAA, PCI, SOX, CPNI, and many other security standards.
Work-anywhere agents
Anywhere your agents can get browser access to the internet becomes a place where customer support or sales can happen.
Encryption
Feel safe in the knowledge that all of your data is protected with powerful encryption capabilities.
Customer engagement across your entire company
Collaboration
Get team support by collaborating on Glip with fast access to experts who can answer difficult questions.
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PBX integration
Seamlessly move customers from local offices to your contact centre and benefit from extension-to-extension dialing to conference in or transfer to experts.
Shared directory
Give your agents the ability to see who is available across the entire company. Other employees will also be able to see the availability of your agents.
See how it works for your business
A sales advisor will contact you for a personalised, informative demo on the key features and benefits of a cloud phone system.
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