Contact Center Automation
Discover how automating workflows, utilizing artificial intelligence, and deploying omnichannel call routing can lead to better customer experiences and boost your overall contact center performance.
Contact centers are perpetually busy: agents fielding voice and non-voice concerns, sales teams studying customer data for presentations, and employees dealing with core, time-consuming processes all day and night long. By investing in a call center automation software, companies can begin a digital transformation that gives way to improved operational efficiency, increased profitability, enhanced customer journeys, and contented call center agents.
RingCentral Contact Center is specifically designed to help you optimize your call center operations. We combine the powers of automation, workforce management, and analytics to make sure your organization can streamline processes, delight customers, and keep agents happy and productive.
Faster average handle times
Combining workflow automation with skills-based routing translates to more first-contact resolutions and faster average handle times.
Reinforced omnichannel presence
Being available across multiple channels 24/7 means users can resolve issues anytime and in any manner they prefer: calls, SMS, social media, helpdesk chats, or self-service prompts.
Strengthened customer relationships
CRM integrations and open APIs give agents a comprehensive view of customer data, making it a breeze to provide timely, thorough, and personalized assistance.
Reduced costs
Save money spent on hiring and training additional personnel while improving customer retention and satisfaction rates at the same time.
RingCentral Call Center Automation Solutions
Agent Assist
- Leverage artificial intelligence to automate tasks during conversations and help agents receive assistance in real-time.
- Make sure customer needs are met via smart replies and suggestions from a list of frequently asked questions and answers.
- Avoid compliance violations through pop-up messages reminding agents of policies and other possible actions that can be done during difficult interactions.
AI Chatbots
- Provide quick answers to different customer issues at once. Select a single predetermined response when users contact your business, providing consistency in branding across all communication channels.
- Maintain 24/7 availability—creating a constant line of communication between your business and your customers all day, every day.
- Turn chatbots into digital assistants capable of handling simple repetitive tasks (scheduling, replying to emails, and more).
Virtual Agent
- Relieve human agents from the burden of dealing with basic problems, allowing them to focus on providing in-depth customer support to more complicated issues.
- Ensure positive customer interactions through conversational AI that makes conversations feel more natural, immediate responses that reduce wait times, and natural language processing that allows personalized assistance.
- Capture, collect, and employ customer information for lead generation—giving your sales teams a leg up.
Real-Time Guidance
- Search the knowledge base and access relevant key phrases and articles that agents can use to confidently navigate live calls toward positive outcomes.
- Drive agent improvement by monitoring digital interactions between agents and callers and showing opportunities for growth.
- Identify customer calls to coach, join the conversation, and provide real-time coaching to save the interaction.
Save time, effort, and resources and still achieve agent and customer satisfaction with contact center process automation.
Contact Center Automation FAQs
Not all contact center software are built the same. Some offer just the basic features, while some go above and beyond to make sure businesses make the most out of their investment. Here are some essential tools that you should consider before making a final decision:
- Interactive voice response (IVR) - This business phone system feature interacts directly with callers via a pre-recorded message and a menu and performs actions based on the caller’s answers. It can provide requested information immediately or prepare the call for queuing and route the caller to a human agent for more hands-on assistance.
- Predictive dialing - This is a type of auto dialer that automates the dialing process for live agents. It uses call metrics, analytics, and reports to improve outbound call center dialing rates and efficiency.
- Automatic call distribution (ACD) - As the term implies, this telephony system feature automatically receives incoming calls and distributes them to an available agent. Its main function is to help contact centers sort and manage large inbound call volumes.
- Forecasting - This contact center management tool allows businesses to gain a holistic view of employee schedules and shifts across all channels, accounting for shrinkage and volume spikes. Accurate forecasting translates to adequate staffing that anticipates changes in demand.
If you are looking for a contact center solution for your business, it is critical to consider not only the functionality of the platform you are eyeing, but also the impact it would have on your budget in the long run. With RingCentral Contact Center, for instance, you get to choose the plan that works best for you and your team.
Click here for an overview of our plans and pricing, and discover why RingCentral is among the top providers of enterprise-level call center solutions.
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