Our October releases target some specific pain points we’ve identified through customer feedback. These updates to RingCentral aim to remove common obstacles in messaging effectiveness, communication clarity, priority management, and distraction reduction.
- Efficient messaging with replies
- Unified view with merged notes and transcripts
- Priority management with favorite SMS conversations
- Distraction control with muted SMS conversations
Let’s dive into our new features and why they matter for your business:
Message replies: Streamlining conversations
What it does: RingCentral’s Message Replies feature allows users to quickly and easily reply to messages within a conversation. Users can group all replies on a specific topic, creating a lightweight thread that maintains context and clarity.
Why it matters: In busy communication streams, maintaining context is critical. By threading replies, conversations stop becoming disjointed meaning enhanced productivity and seamless collaboration. Teams can easily track discussions and decision-making processes, making sure every voice is heard and every message is addressed.
Merging notes and transcript tab: A unified communication view
What it does: This feature merges notes and transcript tabs into a single window, providing users with a consolidated view of their interactions.
Why it matters: Having scattered information can slow you down. A unified view ensures that all relevant data and insights are centralized, making it easier for users to access the information they need without toggling between tabs. This streamlined experience reduces cognitive load and enhances focus, allowing users to manage their communications more effectively.
Favorite SMS conversations: Prioritizing important threads
What it does: RingCentral’s favorite SMS Conversation feature lets users prioritize and quickly access their highest priority SMS conversation threads.
Why it matters: In a mass of messages, losing track of important conversations is a common pain point. By enabling users to favorite critical threads, RingCentral helps ensure that important discussions receive the timely attention they deserve. This prioritization aids in maintaining momentum in high-impact conversations.
Mute SMS conversations: Minimizing distractions
What it does: The Mute SMS Conversation feature allows users to silence SMS conversations they do not wish to be bothered by, reducing unwanted distractions.
Why it matters: Distraction is productivity’s worst enemy. By muting non-essential conversations, users can focus on their core tasks without interruptions. This feature supports a more streamlined workflow, enhancing users’ ability to concentrate on what truly matters.
For RingCX: Advanced agent conduct metrics
1) New metrics to track agent conduct
What it does: RingCX introduces a new set of metrics that allows customers to monitor agent states and track agent conduct, offering insights into the number of times an agent was in a specific state.
Why it matters: Monitoring agent conduct is essential for optimizing performance and enhancing customer experience. With detailed metrics, managers can easily identify areas of strength and opportunities for improvement. This data-driven approach ensures that agents remain productive and compliant, ultimately leading to superior customer interactions.
2) Outbound messaging from Agent UI
What it does: This feature extends outbound messaging capabilities to the agent’s interface, simplifying the process of contacting customers from within RingCX.
Why it matters: Easy access to outbound messaging empowers agents to efficiently follow-up on service issues, address customer questions, or resolve problems. By integrating these capabilities into the agent UI, RingCX eliminates the need for external tools, streamlining the agent’s workflow and enhancing the overall customer service experience.
Originally published Oct 31, 2024
