RingCentral has revealed a plethora of new capabilities, each designed to solve the challenges of hybrid working.
As such, the company has split its innovations into three groups:
- Simplifying communications and collaboration
- Gaining data and insights to inform business decisions
- Enhancing customer experience
In doing so, Kira Makagon, Chief Innovation Officer at RingCentral, believes that the new technologies will allow "organizations to deliver transformative employee and customer experiences that more effectively connect and empower global teams with simple and flexible communications and collaborations."
One such solution that RingCentral has developed to enhance CX is Virtual Agent Hub. The innovation aims to simplify the deployment of omnichannel bots, enabling companies to leverage existing bot investments across other channels – including voice. Contact centers may then deliver seamless bot experiences faster.
On the bot theme, RingCentral is also launching an agent-assist bot, built with Google Contact Center AI. Supporting agents to deliver better service experiences, this bot automatically suggests responses based on past conversations with customers. It also delves into other knowledge systems to retrieve information in real-time, which equips agents to offer customers helpful information instantly, even when they handle complex queries.
Agent-assist supports customers across all channels, even video, which RingCentral has also enhanced. How? By building escalation paths, so customer can seamlessly elevate a conversation to the video channel. Such a tool is particularly useful when the customer wants to show an agent the issue, simplifying CX.
The technologies that RingCentral has released to help companies gain data and insights to inform business decisions may also improve CX performance.
For example, its analytics solution for "lines of business" aims to enhance intelligence across the enterprise, pinpointing statistics, trends, and performance indicators, which may come together to create a universal view of CX.