The lines between UCaaS and CCaaS have been coming closer for several years now, and RingCentral has been at the forefront of this. RingCentral is a leader in the Gartner Magic Quadrant for Unified Communications as a Service for 10 years in a row and ranked #1 for UC with Integrated Contact Center Use Case. Businesses need a single platform for all of their communication needs.
With RingEX, you can meet, message, and call all in one app, empowering your employees to do their best work. Now, we’re making the RingCentral app even better for your employees, agents, and supervisors. Available now, RingCX agent and supervisor capability is natively embedded within the RingCentral app, allowing you to serve customers in one immersive agent experience. Agents can simply sign in and become available right within the single app.
Boost agent productivity
Empower your agents to deliver effortless customer experiences with the RingCentral app—a powerful, all-in-one solution designed to revolutionize agent and employee performance. Whether collaborating with teammates or interacting with customers, the RingCentral app provides the tools and AI-powered insights needed to maximize efficiency and achieve results.
Here’s how the RingCentral app can enhance agent performance:
Seamless multi-tasking: Switch effortlessly between customer service interactions, messages, meetings, and tasks without leaving the app, keeping agents focused and productive.
AI-powered efficiency: Get real-time call notes, automated summaries, and actionable insights to handle customer inquiries quickly and accurately.
Collaboration simplified: Equip agents with quick access to messaging, file sharing, and team collaboration features to find solutions faster.
In one beautiful workspace, agents can answer customer calls, respond to chat messages, or address social media queries, using the same RingCentral app to collaborate with a co-worker, join a video meeting, or attend a webinar.
Solve customer issues faster
The benefits don’t stop with reduced app switching. The RingCentral app with agent and supervisor capabilities can boost collaboration across the entire organization. According to Metrigy research, 52% of organizations say conversations between frontline agents and back office staff are more efficient with a single app. If agents need help, they can collaborate with peers, experts, or managers to solve the issue fast—the first time. Creating teams with documents that provide immediate access to information to solve customer cases as well as determine a subject matter experts’ availability for a live chat can improve customer satisfaction with a click.
The RingCentral app provides agents with access to:
- Team messaging for all agents assigned to a specific skill
- Dedicated channels for commonly asked questions
- Pinning commonly referenced files for quick access
And they can do it all without leaving the app.
With RingCentral, agents can work smarter, not harder. Deliver faster resolutions, enhance focus, and exceed customer expectations—all while simplifying daily workflows. Discover how the RingCentral app can be your game-changer for agent performance today.
It’s time to empower your agents in one beautiful workspace. To learn more, visit https://www.ringcentral.com/ringcx.html.
1 Metrigy, Customer Experience Optimization report, 2024-25, Sept. 2024
Originally published Dec 17, 2024
