RingCentral, one of the market leaders in the cloud communications landscape, is giving today’s Telco businesses a new way to differentiate themselves. In Europe and around the world, consumers are no longer focused exclusively on price points and product features when making purchasing decisions. Today’s end-users want to know that they’re going to get a reliable experience from the companies that they work with.
By the end of the coming year (2020), studies predict that customer experience will be the one true brand differentiator for all companies. Since the contact centre exists at the heart of the connection between the consumer and the brand, it makes sense that any strategy for enhancing customer experience would begin with a focus on the contact centre solutions. RingCentral’s digital customer engagement offering for Telcos puts experience at the heart of the purchasing conversation.
Embracing an Omni-Digital strategy for Telecoms Companies
RingCentral Engage Digital solution for telecommunication companies already appeals to more than 40 leading companies across the globe, providing them with an all-in-one solution for managing digital conversations with customers, and enhancing customer engagement.
Through a state-of-the-art cloud solution, RingCentral gives telecoms businesses of all sizes and backgrounds the opportunity to enhance customer care and eliminate the silos in their existing operations. Not only does the cloud solution help to increase customer satisfaction scores, but it can improve productivity and reduce costs too.
For instance, the Orange Group is using RingCentral Engage Digital to communicate with younger generations in their marketplace. The platform allows Orange to manage digital interactions at scale and reconciliate the imperatives of community marketing and corporate communications with the obligations of customer service.
Elsewhere in the world, Ooredoo used Engage Digital to take 75% of their interactions into the digital landscape, inverting their trends for non-digital conversations within the first 18 months.
Using Customer Satisfaction to Transform the Bottom Line
A cloud-based digital engagement solution gives today’s telecommunications business the opportunity to expand and improve the way that they connect with their customers. By relying on Engage Digital, businesses can embrace new digital channels (WhatsApp, Facebook Messenger, Apple Business Chat, live-chat, email…) and use them to deliver the kind of conversations that their customers want most. We’re living in an environment where customers now have more choices than ever before. The marketplace belongs to clients who are happy to switch between different service providers to find the kind of experience that suits them.