Communication bottlenecks cost businesses time and money. Our latest release targets four specific pain points we’ve identified through customer feedback. These updates to RingCentral aim to remove common obstacles in contact management, call handling, platform integration, and team collaboration.
Contact experience coaching efficiency
Call management flexibility
Microsoft Teams and cross-platform integration
Asynchronous communication for distributed teams
Let’s dive into our new features and why they matter for your business:
AI Quality Management Coaching Insights
What it does:
Summarizes agent performance across all calls in a single, easy-to-navigate dashboard
Highlights agents’ strengths, opportunities, scoring averages, and soft skill performance
Enables month-over-month performance review and comparison to team averages
Allows creation of custom training plans with just a few clicks
Why it matters: RingCX customers now review 100% of calls in about 30 minutes, compared to spending 3,000 minutes per month to analyze just 1-2% of calls previously. This massive time saving translates to more effective agent coaching and improved customer service.
SMS Opt-out Management and Templates
What it does:
Provides automated opt-out/opt-in management for recipients
Offers a comprehensive view of the SMS opt-out list for senders
Enables creation and use of customizable templates for frequent messages
Why it matters: Businesses can ensure compliance with FCC/TCPA and TCR requirements automatically, reducing legal risks. The templating feature saves time on composing repetitive messages while ensuring consistency in communication, improving both efficiency and customer experience.
Next-Gen POTS Replacement
What it does:
Connects traditional phone, fax, specialty endpoint devices to the cloud
Integrates emergency alarms, point-of-sale systems, and security systems with cloud communications
Safeguards business continuity through integrated battery backup and optional network redundancy.
Offers scalability, predictable costs, and a secure network with 99.999% uptime
Supports voice calling features such as auto-attendant, voicemail, music on hold, caller ID, call hold, transfer, blocking, forwarding, waiting, and more.
Why it matters: Businesses can enjoy the benefits of modern cloud communications without the cost and disruption of replacing all existing hardware. This solution maximizes ROI on current analog equipment while future-proofing communication systems, making it ideal for retail, manufacturing, or education sectors. Learn more about RingCentral Next-Gen POTS Replacement here.
Join Teams Meetings from Rooms
What it does:
Enables joining Microsoft Teams meetings as a guest directly from RingCentral Rooms
Provides one-click join option for upcoming Teams meeting invites
Maintains RingCentral Rooms configuration while participating in Teams meetings
Why it matters: You don’t need to purchase any separate interop solution. This free service, provided through our partnership with Pexip, eliminates the need to switch between platforms, saving time and reducing technology costs while promoting seamless collaboration.
Unified Video Hub in the RingCentral App
What it does:
Combines recent contacts, recordings, and upcoming meetings in one location
Provides at-a-glance view of all video-related activities
Simplifies finding and managing recent recordings, contacts, and meetings
Why it matters: Users save time previously spent navigating multiple menus to access video communication tools. This enhanced user experience leads to more efficient meeting management and improved productivity.
New “Hop on My Video” Capability
What it does:
Easily look and invite colleagues to your video meetings (without needing to manually send them the link to the meeting)
Works for quickly bringing someone into a brainstorming session or inviting missing participants
Now available on both mobile and desktop platforms
Why it matters: Spontaneous collaboration becomes effortless, ensuring all necessary participants can join meetings easily. This feature promotes more dynamic and inclusive discussions, potentially reducing the need for follow-up meetings.
Recorded Audio and Screen Share
What it does:
Allows sending recorded audio, video, or screen-sharing content along with messages
Enables more nuanced and detailed communication across time zones
Ideal for project updates, training tutorials, and sharing complex ideas
Why it matters: Distributed teams can communicate complex ideas more effectively, regardless of time zones. This feature bridges the gap between real-time conversations and static email exchanges, potentially speeding up project timelines and reducing misunderstandings. Learn how to get started using this feature here.
Conclusion
From dramatically improving contact center efficiency to enabling seamless cross-platform integration, these features are designed to enhance productivity, streamline operations, and improve your bottom line.
Whether you’re a small business looking to punch above your weight in customer service, or a large enterprise seeking to unify your communication platforms, these new features offer tangible benefits.
Ready to see how these innovations can transform your business communication? Contact us today to learn how we can tailor these solutions to your specific needs and help you stay ahead in today’s fast-paced business environment.
Originally published Sep 20, 2024, updated Sep 26, 2024
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