Connect customers with the right agents and solve their problems the first time—no matter where they are.
Optimise agent schedules to minimise downtime and prevent long hold times for customers.
Improve sales and service with real-time reports, agent monitoring, and in-depth customer surveys.
Route inbound calls based on capacity, availability, and rules you define in one easy-to-use interface.
One routing engine for smoother operations
Optimise 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 personalised routing
View recent purchases, VIP status, or the last agent a customer interacted with to identify the best agent for each conversation.
Incentivise great service with tools for gamification, all while minimising downtime and reducing costs.
Optimise everyone’s schedule
Plan and manage your inbound call centre 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 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, and more.
Make business-critical decisions based on customisable and visual reports.
Track progress with pre-built reports
Gain insight into average handle time, first contact resolution, queue time, and other important metrics.
Act fast with real-time dashboards
Monitor critical KPIs, agent performance, and customer experience in real time. Send push notifications to key stakeholders during critical events.
Dive deeper with business intelligence
Go beyond standard KPIs with data visualisations and root cause analysis using an easy custom dashboard.
Tailor every experience
Integrate popular CRMs to personalise 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.
Build the complete customer experience
Inbound | Outbound | Digital