CUSTOMER EXPERIENCE
The Future EXperience RingCentral hit the headlines recently with the expansion of the RingCX platform and the launch of the RingEX solution. John Finch, Vice President of Product Marketing, at RingCentral, sat down with UC Advanced.
The need to interact with customers is one of a few things that link all businesses together. That may sound like pointing out the obvious but a lot of the time anecdotes about a customer complaint, a particularly complicated order, or an interesting character can often break the ice at networking events. But while customer interaction may be something that binds businesses, it may soon be a shared experience for employees too no matter the department that they work in. After a turbulent time recently, all departments of the enterprise are aligning with one another on a single platform, opening up the opportunity to be more productive and bring departments closer together. In comes RingCX and RingEX, two AI- enabled platforms from one of the key players in the contact centre sector. RingCX, a “truly Omni-channel contact centre” has been expanded from its North American launch towards the end of last year and will now
be served up in the UK, France, Germany and Australia. RingEX, unveiled at Enterprise Connect, on the other hand, is an internal communications platform intended to use AI to improve productivity and communication throughout the business. Sitting down with UC Advanced, John Finch, Vice President of Product Marketing at RingCentral said that being an established member of the Contact Centre community for 15 years has led to the launch of the two new solutions. “We’re close enough to the industry to compete with our own product offering, rather than one of an OEM or partnership, and make a significant impact in the marketplace,” said Finch. “With these products, agents, supervisors, and even business users inside the organisation can all take advantage of the solutions’ capabilities. They can all see the benefit of the AI inside the solution which helps them understand customer satisfaction and make necessary improvements. “What’s key is the fact it is easy to deploy. This solution is not just about turning customer support on in days, although businesses can do that, the solution is really about supplying the tools to use the solution. “We have pre-built integrations and templates for businesses, it’s easy to set up a call routing, and it’s easy to administer. A supervisor or business leader can set it up and manage it which are the core things that we understand. We’re taking the complexity out of what people once thought was a necessary or a necessary evil in the contact centre.” Minimal Effort This easy-to-use solution with a pre-installed package is a by-product of the artificial intelligence that has been baked into solutions for decades now. Finch said that one of the USPs of the new solutions is that businesses can take advantage of the communication analytics from every department. Each interaction
John Finch VIce President, Product Marketing
ringcentral.com
RingCX
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