RingCentral Contact Centre
Best-in-class unified solution
Deliver a comprehensive, end-to-end customer experience
Help customers from anywhere at any time on any channel.
Advanced capabilities
- 30+ channels including international
- Advanced attribute-based routing
Proactive conversational AI
- Personalised, data-driven conversations
- Keeps customers engaged
Native WEM
- Native scheduling and forecasting
- Advanced QM and agent performance management
Extensive 3rd party integrations
- 120+ marketplace integrations
- 400+ APIs available
for customisation
Custom-made deployments
- Meets specific business needs
- Optimal functionality
and performance
Gain a competitive advantage with a CX solution that adapts to your unique requirements
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.
Transform CX with proactive conversational AI
Harness the power of artificial intelligence and automation across the entire customer journey for enhanced self-service, AI agent assistance, knowledge management proactive outreach, and insight & analytics.
Provide customers with intelligent self-service
Deploy AI-enabled omnichannel virtual agents to provide 24/7 immediate, personalised, and exceptional customer support.
Connect customers to the best agent
For the times when a customer inquiry isn’t solved with a virtual agent, route the interaction to the best available agent, ensuring that the interaction context is provided to the agent.
Power intelligent agent experiences
Leverage AI to assist, coach, and guide agents in the moment.
Keep agents happy, engaged, and productive
Make agent experiences easier with AI-driven agent guidance and assistance tools. Incentivise great service by making work fun through gamification, all while minimising downtime and reducing costs.
Optimise everyone’s schedule
Plan and manage your contact 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 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.
Keep important conversations in one place
Unlock new use cases with a single, integrated platform for employee and customer interactions.
Connect with product experts across the organisation
Solve issues faster by reaching out to SMEs company-wide, with a shared directory, bidirectional presence synchronisation, and call transfer/conferencing.
Engage hybrid and remote agents
Coach and train in-office and remote agents, whether individually or in groups, with RingEX video meetings.
Keep key stakeholders informed
With RingCentral Pulse, configure automated alerts and notifications to be delivered to dedicated messaging channels on RingEX.
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, customisable dashboard. Automatically send push notifications to key stakeholders during critical events.
The Business Value of RingCentral Contact Centre
48%
Increase in customer satisfaction
53%
Increase in employee satisfaction
43%
Increase in first contact resolution
46%
Increase in revenue growth rate
30%
Decrease in cost to serve
25%
Increase in revenue per agent
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.
RingCentral Contact Centre™ CRM integrations
Free your agents to work from anywhere
Better customer service starts here
Enhanced flexibility
Connect your contact centre agents with customers on their channels of choice—not just by phone.
Integrate your corporate directory
Enable agents to collaborate company-wide through a shared directory and presence indication.
Set up intelligent routing
Deliver a smarter customer experience through AI, skills-based routing, and actionable analytics.
Enable self-service
Help customers solve problems without agent intervention with an intelligent IVR, chatbots, and robust resource centres.
Tap into supervisor tools
Course-correct poor agent behaviours through silent monitoring, whisper coaching, and barge-in functionality.
Connect your favorite apps
Integrate your favorite business intelligence tools to enhance and customise your workflows.
Uplevel your customer service game
Deliver a comprehensive, end-to-end customer experience from anywhere at any time on any channel.