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RingCentral, Inc. - ContactCenterWorld.com Blog
Four years ago, RingCentral opened its Charlotte office to better serve East Coast customers and tap into the strong local talent pool. We started small with a team of just three people. In the first three years, we saw a 1,500% increase in headcount and now have over 100 employees in Charlotte.
As someone who has been there from the beginning, it’s been a thrill to experience. When opening a satellite office, the challenge is finding the right balance between the overall corporate culture and the one that emerges when teams work together closely over time. It’s been amazing to see our Charlotte office culture take shape.
The result is a highly collaborative environment in which everyone is willing to help each other and achieve and celebrate success together. We’re extremely proud of the strong culture we’ve built and to be a part of Charlotte’s thriving community. We were recently recognized by the Charlotte Observer as a Top Workplace. This is a direct reflection of the amazing people we have here who come in each day and bring their very best to work.
I’ve been asked our secrets to success in growing a satellite office. While we’re the first to admit we don’t have any magic formula, here are four ingredients that have worked for us in creating a remote office where people thrive.
- Find great people and let them bring their best. Charlotte has a solid foundation of local talent that’s made finding amazing people easy. The hard part is creating the right environment for them to do great work. That requires cultivating a culture in which collaboration and excellence are at the core.
- Work closely with the home office any time there is an opportunity to do so. It’s important for satellite employees to feel tethered to the mothership. Whenever people from HQ visit our office, we go out of our way to make them feel at home and get to know their Charlotte teammates.
- Rely on face-to-face interaction whenever possible. We use RingCentral Meetings for video conferencing, which makes working cross-office feel much more personal and intimate.
- Unite headquarters with remote offices with technology that delivers a seamless experience. The right cloud communications and collaboration solution, shared across the organization makes it a lot easier to collaborate and get work done efficiently. Enabling teams with a unified app that includes team messaging, meetings, calling is key to a high performing team.
I’m extremely proud of our Charlotte team and all that we have accomplished together in a short period of time. This Best Places to Work recognition is simply a first step. We have ambitions to not just be one of the best places to work but rather the best.
We’re hiring – come join our fast-growing team in Charlotte and experience the Best Place to Work difference.
Publish Date: December 7, 2018 5:00 AM
On day two of ConnectCentral 2018, IT leaders explored the impact of technology on employee and customer engagement. It was clear throughout breakout sessions and main stage presentations that when businesses invest in great employee experiences, they drive better customer experiences, and vice versa.
Four key insights stood out today:
Technology is a crucial element of exceptional employee experiences
Bestselling author and futurist Jacob Morgan shared how companies have a misplaced focus on lavish perks and benefits instead of culture, physical space, and technology — the actual elements that create a winning employee experience. Technology is a driving force in this equation, affecting a full 30 percent of the employee experience. Morgan affirmed that the future of work requires technology that enables seamless and simple real-time communications and collaboration at scale.
Customers expect to engage with businesses on the channel of their choice
Customers today expect to interact with brands based on their preferred mode of communication, whether that is phone, text, video, social media, email, chat, or another channel. Customer engagement over these digital channels has grown 63 percent in the last two years. This rapid proliferation of touch points has contributed to fragmentation as businesses struggle to keep up. RingCentral COO Dave Sipes unveiled a solution for overcoming these challenges: RingCentral Engage, a digital customer engagement platform that reduces complexity and centralizes response management for consistent communication regardless of the touchpoint through which customers engage.
Uniting employee engagement and customer engagement drives great experiences
The clear opportunity for businesses today is to build amazing experiences for customers and employees, driving business value and customer satisfaction. In his fireside chat with Aragon Research’s CEO Jim Lundy, RingCentral Founder and CEO Vlad Shmunis shared the vision that, regardless of how RingCentral grows, what really matters is delivering for the customer, and an engaged workforce is “table stakes” for executing on that vision. He sees the future as clear and non-controversial—legacy on-premises communications platforms will be replaced with cloud communications systems, because only native cloud technology enables both employees and customers to communicate effectively.
Technology empowers all workers
Reshma Saujani, founder of Girls Who Code, closed out the day discussing the importance of providing opportunities for girls to develop the skills critical for success in the 21st century. The national movement she has created is closing the gender gap in technology, with a goal of equality by 2027.
Check back tomorrow for key takeaways from the final day of ConnectCentral 2018, which features a keynote addresses from award-winning author Malcolm Gladwell and CEO of the Golden State Warriors, Joe Lacob.
Publish Date: November 14, 2018 5:00 AM
This year’s ConnectCentral, held November 12-14 in San Francisco, offers three packed days of education, connection, and conversation. We will be highlighting how communications and collaboration technology can unite people, businesses, and ideas in ways previously unimaginable.
While some might consider the opportunity to visit San Francisco reason enough to attend this year’s show, our 2018 slate of sessions, keynotes, demos, and parties provides plenty of added reasons to book your reservation. (For those who haven’t previously attended ConnectCentral, be sure to see all the highlights from ConnectCentral 2017 to get a sense of the scope of what’s become the premier cloud communications and collaboration event in the industry.)
In particular, here are our three top reasons to attend ConnectCentral 2018:
Insights from expert speakers
Keynotes at ConnectCentral are all about providing uncommon points of view and unique approaches to problem solving that spur new ideas for our attendees. This year’s speakers boast an impressive track record in that regard. Our featured keynote speaker, award-winning author Malcolm Gladwell, will bring his out-of-the-box perspective to ConnectCentral, as will our other keynote presenters, Reshma Saujani, founder and CEO of Girls Who Code, and futurist and best-selling author Jacob Morgan.
Detailed and focused breakout sessions are a hallmark of ConnectCentral, giving attendees an opportunity to leverage the perspectives of their peers, industry experts, and key RingCentral executives. The agenda contains topics ranging from strategies for transitioning to cloud technologies, maximizing platform value, to trends in collaborative communications.
If you have a story to tell, submit speaker your application by August 31.
For specific instructions on RingCentral products, RingCentral University sessions offer excellent hands-on training and best practices to help customers maximize the value of RingCentral solutions. Last year, more than 180 attendees responsible for managing their organizations’ product and solutions experiences participated. Two levels of classes will touch on everything from troubleshooting to deeper networking issues.
Connections with peers and industry leaders
Networking is one of the most important aspects of ConnectCentral 2018. On November 12, RingCentral will host a night of cocktails, music, mingling, and more at the Mezz in San Francisco. We’ve also scheduled a networking event and scavenger hunt on November 13.
This is sure to be a great event. Check back for more updates or visit connectcentral18.com.
Ready to get started? Register by August 31 and receive $100 off.
Publish Date: August 29, 2018 5:00 AM
Do you have a unique story or experience to share? Does your work greatly impact your business or the lives of your customers? Are you passionate about the work you do and want to help others have an impact on their businesses? At ConnectCentral 2018, the premier cloud communications and collaboration event, we’re proud to offer two opportunities to share your story.
Become an individual presenter or panel speaker.
The power of cloud communications and collaboration technology is its ability to unite people, ideas, and businesses in ways we never thought possible. Of course, each company’s story is unique. This year, we’re looking for presentations about your success with the following:
- Maximizing Adoption and Productivity
- Administration and Infrastructure Optimization
- Contact Center Solutions
- Developer Platform Integrations
- Industry-Specific Solutions
- Partner Solutions
We want to hear stories about your company’s successes and advancements using communications and collaboration technology. All selected speakers will receive one complimentary admission pass.
Submit your application by August 31, 2018.
Submit an award nomination.
This year we’ll be highlighting achievements in cloud communications at ConnectCentral 2018 with five awards for individuals. The categories for this year’s awards are:
IT leadership involves much more than managing an organization’s technology infrastructure. It requires vision, the ability to spot opportunities and trends that could impact the enterprise in the future, and the decisiveness to act on them now. Being a true IT leader also requires the ability to bring together teams and departments across the entire enterprise—and possibly even customers, as well—to create more efficient and effective ways of working together. The ConnectCentral 2018 IT Leader Award recognizes a forward-thinking IT professional who exhibited these leadership qualities in the past year.
To remain competitive in the modern business environment, organizations need to develop innovative approaches to IT and roll out those innovations rapidly. As communications technology becomes increasingly powerful and affordable—as well as more competitive—businesses can no longer afford to rely on outdated communications solutions, even if those solutions served the enterprise’s needs just a few years ago. With this award, we honor a RingCentral customer leveraging our cloud communications solutions in innovative ways to benefit its business, its teams, and its customers.
We’re extremely proud that RingCentral is used not only by hundreds of thousands of businesses around the world but also by many nonprofits and other organizations that are passionate about helping people and improving our world. This award recognizes a RingCentral customer using our solutions to advance its laudable mission of service and giving back.
Sometimes an organization introduces a new system, process, or tool that benefits the enterprise in ways that are more profound than you would expect, based strictly on the solution’s features. With the ConnectCentral 2018 Business Impact Award, RingCentral is honoring such an organization for leveraging our cloud communications solution in ways that inspire us—and that we believe will inspire you, as well.
Women in Tech
Women are ascending to the highest levels in virtually every industry—technology included. With the ConnectCentral 2018 Women in Tech award, RingCentral is proud to recognize a professional who exemplifies leadership and whose example can inspire other women to pursue their dreams in the tech field.
Individuals may nominate themselves or can be nominated by a RingCentral Customer Success Manager, Account Manager, or Partner. Each winner will be awarded one free conference pass.
We’d love to hear your story. Let us know how you or your nominee made a positive impact at your company by submitting your application by August 31, 2018.
To learn more about ConnectCentral 2018, check out the ConnectCentral website or to get a peek at the type of experience you can have take a look the 2017 post-show magazine. You’ll see it’s an event not to be missed.
Publish Date: August 10, 2018 5:00 AM
The push to the cloud has intensified. With its promise to bring enhanced productivity, ease of use, and up to 68 percent cost savings over traditional phone solutions, businesses see the cloud as a key opportunity to improve communications.
Voice over Internet Protocol (VoIP) phone systems are an important opportunity for businesses of all sizes, unlocking the ability to place phone calls over the internet instead of through conventional phone lines.
As businesses evaluate VoIP’s advantages and disadvantages, the numerous benefits are hard to ignore. As a result, more and more businesses are choosing to power phone solutions with VoIP services. This video shows why:
As you evaluate the optimal phone solutions for your business, here are three reasons why VoIP is better than traditional landlines:
No hardware required
Cloud phone systems render costly visits from technicians a thing of the past. Unlike the traditional on-site equipment required to power conventional phone services, cloud phone systems cut the cord.
Because there’s no physical hardware required or telephone cables to install, your entire office can be up and running with VoIP phone services in 24 hours or less. In doing so, your team can freely communicate via physical SIP phones (i.e. use IP network to make calls instead of over telephone lines) or with any device, including smartphones, laptops and tablets, by downloading the app of the VoIP service provider.
Mobility and flexibility
Traditional phone services impose constraints on employees, especially since businesses don’t often follow a 9-to-5 schedule in the office. Because these services tend to tie a single phone number to a specific phone, employees who are not in the office for whatever reason (e.g., working from home, traveling, meeting with a customer) cannot access their business phone number.
With a cloud phone system, location doesn’t matter. As long as your employees have access to the internet and a computer or mobile device, they have access to their business number and can call, text, and fax as they please. They just need to download the app or log in to the VoIP service provider’s web portal, and they can start making and receiving calls and faxes on their business number from anywhere.
Affordable global communications phone service
Businesses can save 68% on their phone costs by switching to @RingCentral https://ringcentr.al/2xwX7kg Click To Tweet
As your business expands, the need to make long-distance and international calls can increase – and with it, your business communications costs. VoIP phone services can cost 68 percent less than traditional phone services, eliminating cost concerns over local, long-distance and international calls. Additionally, toll-free numbers typically have lower per minute charges with a cloud phone system than traditional telecom carriers. See how much you can save using our phone savings calculator.
Ready to make the switch from a traditional to cloud phone system? Learn more about VoIP services from RingCentral and get a guided demo today.
Publish Date: May 31, 2018 5:00 AM
I’m excited to share that RingCentral has been ranked #1 by IHS Markit in the 2018 North American Unified Communications as a Service (UCaaS) Scorecard for the second year in a row. RingCentral is lauded for its #1 market share position, accelerated growth, product innovation, and continued momentum with global enterprises.
The IHS Markit annual scorecard evaluates the top U.S.-based UCaaS providers, who are best positioned to succeed long term based on market share, financial stability, market momentum, service development, and support options. According to Diane Myers, Senior Research Director at IHS Markit:
“RingCentral is setting itself apart with progress in global expansion and investments in customer success and professional services. RingCentral’s enhanced capabilities make the company well positioned to meet the evolving business communications and collaboration needs of today’s increasingly global and mobile workforce.”
This recognition is further proof that our strategy is working. Our Collaborative Communications solutions combine mobile-first voice, video, meetings, team messaging, and contact center solutions in a single global platform that can be consumed anywhere, on any device. This enables workers to communicate and collaborate the way they want and ultimately be more productive.
According to a recent global survey conducted by CITE Research, 69 percent of workers waste up to an hour each day navigating between myriad communications apps, amounting to 32 days wasted per year. To counter this app fragmentation, 66 percent of workers said they want a single communications platform that will bring all modes of communications in one unified, intuitive experience. And that’s what we deliver at RingCentral.
The recognition from IHS Markit further adds to our industry accolades from the world’s leading industry analyst organizations, including Gartner, Frost & Sullivan, and Aragon Research.
For additional information, you can find a complimentary copy of the IHS Markit 2018 North American UCaaS Scorecard here.
Publish Date: May 14, 2018 5:00 AM
At Enterprise Connect 2018 RingCentral is delivering on its vision of collaborative communications by redefining the RingCentral Meetings experience. RingCentral Meetings is an integrated team messaging, online meetings, video conferencing, screen-sharing, and task management solution. Available stand-alone, the solution can be easily upgraded to the full cloud communications capabilities of RingCentral Office.
With the introduction of RingCentral Meetings, we are addressing a significant market need for an integrated, best-in-class video conferencing and collaboration experience so our customers can connect and collaborate from anywhere and at any time. According to Frost & Sullivan’s recent research, the total video conferencing market is expected to reach $11.7 billion by 2021, with rapid adoption coming from next-generation devices and cloud services that will extend the reach to a broad set of users.
Key end-user features include:
- HD video conferencing
- Screen sharing
- RingCentral Glip team messaging
- File sharing and task management
- Ability to move easily from team messaging to web meetings
Key IT benefits include:
- Replacement for disjointed legacy meeting and messaging systems
- Single solution for reduced IT complexity and administrative oversight
- Accessible across any desktop and mobile devices
- Scalable globally with ability to add the full cloud PBX capabilities of RingCentral Office when needed
- RingCentral Room Connector and RingCentral Rooms add-ons
RingCentral Meetings is available in three tiers: Free, Essentials ($14.99/user/month), and Advanced editions ($19.99/user/month). To learn more, click here. To see the solution in action and to start collaborating today, stop by our booth #1907 at Enterprise Connect 2018!
Publish Date: March 14, 2018 5:00 AM
ConnectCentral 2017 is RingCentral’s annual conference, the industry’s premier cloud communications event. The hackathon was an exciting pre-game to the conference, held on the hot and sunny weekend of October 21–22, 2017 in San Francisco. A wide range of RingCentral customers, freelance developers, and college students participated in three categories of hacks, including:
- State-of-the-art chatbots: Participants were challenged to build from scratch or port existing messaging, virtual assistant, customer service, or e-commerce bots from other frameworks to the RingCentral Glip bot framework.
- Awesome customer experiences: Hackers could use RingCentral Connect Platform APIs to build next-generation interactive experiences that improve the way businesses engage with their customers.
- Connectivity anywhere on any device: Contestants powered up their web apps using RingCentral’s WebRTC SDK, providing advanced call control functionality for making and receiving calls.
The third prize went to the Meeting Notes bot team. This team consisted of three engineers who built a Glip bot that enables online meeting participants to evade the tedious task of taking notes. They initially planned to integrate their app into conferencing services and to access audio streaming to create real-time transcriptions. But, as time was too limited for that, they pivoted and had the Meeting Notes bot listen for uploaded voice record attachments, which then transcribes the voice recording to text. Lastly, the bot uses text analysis to create written notes and proceeds to send the notes to meeting attendants.
The second prize winners were the LunchBot team. Two enthusiastic young developers had the brilliant idea of how to make it easier for coworkers to go on team lunch runs. Collecting orders from a variety of people, organizing them, and making sure the orders are correct is no picnic.
LunchBot was born to solve this issue by listening to the Glip channel recognizing natural conversations around food and drinks. It takes a limited number of orders and sends the orders in a tidy list within a single text message to the teammate that’s designated to pick up the order. The LunchBot logic was built with Node JS and used the Glip chatbot framework for Botkit.
The first prize of the ConnectCentral 2017 Hackathon was awarded to team EZ Track. The two college students came up with an idea of how to make goods transportation tracking convenient, transparent, and secure for transport agencies and customers all around the world. EZ Track is a bot that sends real-time updates on each leg of the journey through Glip messaging. The risk of asset loss or damage during the transportation process is greatly reduced and provides peace of mind to all parties. For assets which require regulated environments such as fruits, prescription drugs, groceries, etcetera, EZ Track enables stakeholders to also track the temperature, air humidity, and other conditions. Upon receipt of the assets, EZ Track also incorporates voice authentication to make sure the asset is securely received by the designated person.
The EZ Track communications portal is built using Glip adapter for Botkit. Environmental data is captured using IoT sensors and devices and gets uploaded to Firebase. The collected data then syncs with Botkit in real time. The alert system and security authentication was all built as an Android app.
VoiceBase, an industry leader in speech recognition, speech analytics, and predictive analytics technologies, sponsored the event and sent engineers to help developers with using VoiceBase APIs to enhance their project features. The Meeting Notes bot team won the VoiceBase first prize for using VoiceBase’s speech recognition and text analysis APIs to create meeting notes. VoiceBase’s second prize and third prize went to team LunchBot and team Chatbot Caller respectively for using VoiceBase APIs.
A big thank you to VoiceBase and all the participants. An innovative and fun time was had by all, and the developers came, saw, and conquered with some remarkable hacks.
Publish Date: October 27, 2017 5:00 AM
Whether you are an enterprise with advanced communications and collaboration needs or a small business that depends on a cloud phone system, it’s important to optimize your network to achieve the best voice quality. It’s also important to have the right set of capabilities to identify problems with voice quality issues when they arise.
IT administrators are likely familiar with having to diagnose and resolve call quality issues reported by stressed, unhappy end users. Resolution of such escalations used to require trying to pinpoint a problem that occurred in the past; however, the trouble with retroactively troubleshooting voice quality problems is that they are caused by various points of network activity that change constantly throughout the course of a given day. In order to identify network deficiencies effectively, administrators needed to diagnose problems when they actually occurred.
New capabilities to ensure voice quality
RingCentral continuously strives to empower our customers with innovative solutions, and we are thrilled to announce Quality of Service Reports, enabling IT administrators to monitor, diagnose, and troubleshoot voice quality issues.
“Enterprise IT organizations are demanding real-time reporting capabilities to deliver a high quality of communications services to their users. We are now bringing the industry’s most sophisticated reporting capabilities so IT and department leaders can easily monitor, analyze, and resolve issues proactively,” says Jose Pastor, Vice President of Product Management at RingCentral.
Quality of Service Reports gives administrators access to key operational QoS metrics in near real time to monitor your phone system’s global health and accurately diagnose call quality issues impacting your users. Our powerful reporting dashboard provides the ability to monitor voice quality and call volume at an aggregate organizational level. Administrators can also drill down into specific calls to identify specific call quality information, including packet delay, jitter, and packet loss. This provides end-to-end visibility into network conditions, from a caller to RingCentral and back. With this information, administrators can isolate potential problems affecting call quality for accurate resolution.
The result is faster resolution time for end-user issues with call quality, and ultimately, higher end-user satisfaction for IT teams.
Quality of Service Reports is available for RingCentral Office Premium and Enterprise customers in the US, Canada, and UK. We invite you to learn more about Quality of Service Reports and how it can help meet your business needs here.
Proven commitment to the highest voice quality
Quality of service (QoS) is a network management technique that can help ensure consistent delivery of high-quality voice over your IP network. By prioritizing voice traffic, QoS ensures that you can make a high-quality phone call regardless of any outside network activity.
At RingCentral, QoS has always lain at the heart of all our architecture and technology decisions, and Quality of Service Reports is just the latest tool we have developed to help ensure superior voice quality.
Because we know that call quality is paramount to your business, we also provide a recommended set of QoS-enabled routers that we have tested and verified as optimal for managing an IP network’s bandwidth requirements. Furthermore, our dedicated Professional Services experts work with you to assess your network and provide recommendations on how to optimize your system for quality of service.
Learn more about how RingCentral can help improve your voice quality experience here.
Publish Date: October 26, 2017 5:00 AM
The third and final day of RingCentral’s ConnectCentral user conference focused on innovation achieved, under way, and yet to come.
In addition to “sharing a vision and a strategy for collaborative communications, we want to show you how we’re bringing it all to life with a relentless focus on innovation,” Kira Makagon, EVP of Innovation at RingCentral, said in the day’s opening keynote. She also encouraged audience members to think of themselves as also “part of my team,” since customer demand determines what innovations are truly useful.
In addition to showcasing RingCentral’s latest cloud software, this was a day for showing off integrations like the latest RingCentral widget for dialing or texting from within Gmail and the potential of APIs such as the chatbot interface to RingCentral Glip.
One of the most important ways RingCentral has been innovating is by rethinking the connection between communications and collaboration and providing new ways for workers to navigate smoothly between different modes of interaction.
To dramatize how that can make a difference for a business, VP of Product Management Jose Pastor led a demo built around a fictitious retailer in the process of opening a new store in Boston. Here is the scenario:
- When Pastor in the role of IT manager gets a request from a store manager about adding accounts for new employees, which comes to him as a message in Glip, he quickly creates those accounts in the RingCentral administrative portal.
- He then calls the store manager, taking advantage of the click to dial function in Glip and integrated WebRTC dialing.
- Pastor learns of a more serious issue, a “wicked bad problem” with the digital store signage. That’s a problem he can’t solve himself, so he logs it as a trouble ticket in Salesforce.
- Through APIs, that trouble ticket in turn triggers a notification to the Glip conversation for the operations team responsible for new store openings.
- The operations manager needs to call the designer, an outside contractor, so he looks up the last email he got from her in Gmail. The RingCentral for Gmail widget in the sidebar looks up her phone number and presents him with a click to dial option.
- He also invites her into Glip as a guest user to make it easier for her to share a file with the correct store signage.
- Just to make sure it is correct, the operations manager invites her and the store manager into a video conference where they can make sure they all understand each other. Glip makes it possible to launch the RingCentral Meetings video call with one click, from the context of the team conversation.
“The goal here is empowering teams to get to the bottom of things quickly, with seamless integration,” Pastor explained. The store manager, who is rarely at his desk, was able to participate in all these interactions through his phone while others were on their computers.
Ultimately, the point is to speed resolution of business issues, such as solving problems at a critical time for a store opening, with smooth handoffs between RingCentral, Google, and Salesforce. “Ultimately, the goal is making you more successful,” Pastor said.
In a panel discussion, representatives from RingCentral integration partners Google, Salesforce, and Okta said they shared the goal of allowing multiple cloud applications to combine to serve their joint customers better.
“Best of breed is king in the cloud,” said Alex Salazar, VP of Product, Integration and Partner Ecosystem at Okta. His firm gets its insight into the trends from its role as an authentication service that allows people to sign into multiple cloud applications more easily. Almost every category of application is led by a different vendor, he said. “There is no one vendor that is really dominant in multiple categories.”
Doug Chaney, VP Business Development for the ISV Partners program at Salesforce, said the ecosystem of cloud partners expanding rapidly and artificial intelligence is starting to play a bigger role in making them all work together.
Pankaj Dugar, who leads the Alliance Tech Partners program at Google, agreed, although he said customers are tiring of the hype around API and looking for practical results. “If you talk to them about machine learning and productivity, what they want are really simplistic scenarios that they can go ahead and implement,” he said.
One partner showcasing its AI capabilities at ConnectCentral was Cloze with its smart chatbot integration with Glip and the RingCentral platform. Cloze CEO Dan Foody described his software as “somewhere between a CRM and a personal assistant,” a product designed to keep track of all your interactions with customers and potential customers across channels including email, phone calls, and social media. When the Cloze chatbot is connected to Glip, team members can ask questions like, “Who is the last person who talked to David Carr?” and get back a listing of the most recent email contacts as well as records from the RingCentral call log. Messages phrased as commands, like “Remind me to call David Carr tomorrow” can also be executed on the user’s behalf.
In a tutorial on how to build a chatbot, Foody explained that it is less challenging than you might think thanks to the advent of cloud services for natural language processing, a type of AI. “A lot of the heavy lifting in this can be done for you,” he said. “You can take advantage of the work done by the bot adapters, by RingCentral, and by AI services.”
RingCentral provides adapters for several popular bot software developer kits, including BotKit, the one Cloze originally started with. Foody said his developers have since factored out BotKit and connected directly to the RingCentral APIs, but he does recommend using a bot SDK to get started.
Those resources give you a head start, but you will have to think through the many different ways someone might phrase a question and the follow up questions the bot might have to ask to clarify the request, Foody said. For example, “Remind me to call Dave” might elicit clarifying questions. For example: which Dave in your contact list are you referring to? And when do you want to be reminded?
AI software can be trained to recognize a variety of forms in which a question can be phrased, but the software developer still has to take responsibility for training it properly. To respond properly, your software will need to be smart enough to identify entities such as personal names. That can be tricky, since the software may be good at recognizing common English names but not tricky Indian ones. Another example is you want your software to recognize the significance of dates, but it might be confused about whether “April Carter” refers to a person or a date.
“You’re not going to get this right the first time,” Foody said. “Building bots is an iterative process.”
That is how innovation moves forward.
Publish Date: October 26, 2017 5:00 AM
At RingCentral, we are constantly striving to bring people closer together and streamline the way you work. One way we do this is by ensuring that all of your favorite applications work in harmony with your RingCentral cloud communications and collaboration solution. That’s why we’re excited to announce our native integration within Gmail.
What does this mean for Gmail users?
RingCentral for Gmail makes communicating with email easier. Users can transform their Gmail application, whether they are on their desktop, smartphone, or tablet, into a powerful tool that surfaces contextual information within an email. It’s now possible to access and message your contacts within the context of your email conversations, especially remotely.
How does RingCentral for Gmail work?
RingCentral for Gmail is an add-on found in the G Suite Marketplace that improves the user’s experience by intuitively displaying key information within Gmail message threads. Once the add-on is installed, users can see the online/offline status of RingCentral contacts, review recent call history, make outbound calls (requires RingCentral Mobile), and view and send SMS messages—all within an email.
We are excited to strengthen our partnership with Google Cloud by extending our current integration points across the Google Cloud ecosystem. Other current features of RingCentral for Google Cloud include ability to make audio calls from within the Chrome browser, using Google account credentials for Single Sign-on, and even sending faxes from Google Docs. These capabilities, along with RingCentral for Gmail, are designed with the user in mind and to help drive personal as well as organizational productivity.
RingCentral for Gmail is available now for all RingCentral users. Click here to find out more and download the integration.
Publish Date: October 24, 2017 5:00 AM
The rapid pace of digital innovation and new generations with personalized workstyles, coupled with high-growth business requirements for global, distributed, and mobile are creating new challenges and opportunities for companies. What is the reality of today’s digital business, and how are companies empowering their workforces to work the way they want, all the while balancing requirements around corporate standards, compliance, and security? What is the role of IT in this new world, and how can you lead your organization into the new era of the connected workplace? Join us to hear firsthand from RingCentral customers as they share their real-life stories of the digital workplace and what’s in store for the future.
On our customer panel, leaders from Avery Dennison, Brinker International, New Relic, and Structural Group will share how they are:
- Achieving digital business transformation and empowering their teams to work the way they want
- Managing security and compliance while moving their businesses to the cloud
- Leveraging the opportunity for IT to forge new paths in the era of digital business
Panel: The Digital Workplace: Today, Tomorrow, and Beyond
Date: Tuesday, October 24, 2017
Moderator: Mitch Tarica, SVP Commercial & Enterprise Sales, RingCentral
- Giles Johnson, Manager, Enterprise Telephony Services, Avery Dennison
- Nyle Brandenburg, Sr. Network Engineer, Brinker International
- Philip Luedtke, VP, IT & Business Applications, New Relic
- Jason Kasch, CIO, Structural Group
Come explore the future of the digital workplace at ConnectCentral 2017, the industry’s premier cloud communications event. You’ll hear from thought leaders, industry experts, IT practitioners, and RingCentral customers on advances in communications and collaboration—and how to leverage them for your business. The three-day agenda includes hands-on labs, intensive breakout sessions, networking events, and much more.
We look forward to seeing you at the conference. If you haven’t already signed up, register today.
Publish Date: October 5, 2017 5:00 AM
Introducing RingCentral University: Your Centralized Resource for RingCentral Training and Education
RingCentral empowers today’s modern workforce with innovative solutions to enable communication and collaboration anytime, anywhere, and on any device. Employees can better engage internally and with partners and customers like never before. Organizations are finding innovative ways to leverage RingCentral solutions to increase productivity, efficiency, and customer engagement.
To share these best practices and help our customers maximize the value of their RingCentral solutions, we are pleased to introduce RingCentral University—the portal for RingCentral training and educational resources, including:
- Live and on-demand webinars
- Online guides, self-paced tutorials, and instructional videos
- User product training
- System administrator certifications
RingCentral University is online and tuition free
RingCentral University provides anytime, anywhere training and support for both system administrators and users—and best of all, it is included free with RingCentral Office. Starting in August 2017, we began the process of enabling customer access to RingCentral University. All system administrators and users will be enabled by the end of October. Email notifications are sent to system administrators once RingCentral University has been enabled for their users. To log in, customers will use their RingCentral Office username and password.
Come and check out the resources available online through RingCentral University, including previews of upcoming live training webinars and self-paced online training. We’re excited to provide customers with these new and comprehensive resources.
RingCentral University classroom training at ConnectCentral 2017
System administrators, register for our half-day classroom training on the first day of ConnectCentral 2017, our annual conference, taking place October 23–25 in beautiful San Francisco.
Come explore the power of connection, and choose from our introductory Level 1 system administrator session or more advanced Level 2 training. For more information on RingCentral University classroom training and to register for the conference, visit connectcentral.ringcentral.com.
At ConnectCentral 2017, you’ll hear from thought leaders and experts on advances in the communications and collaboration industry and how to leverage them for your business. You’ll see real-life examples of organizations that have empowered their teams, customers, and partners with RingCentral. Plus, you’ll get hands-on experience using RingCentral cloud solutions to communicate and collaborate in new ways, creating deeper and more meaningful connections. Most of all, you’ll hear how cloud communications solutions are empowering the digital workplace.
Publish Date: October 5, 2017 5:00 AM
The RingCentral Glip mobile app has just been recognized with gold and bronze awards in the International Business Awards, the worldwide edition of the Stevie Awards.
In addition to recognizing the work of our developers and user-experience designers, this recognition is important because it specifically recognizes RingCentral Glip as a mobile user experience for unified communications and collaboration. While Glip is also a web app and a desktop app for workplace messaging and collaboration, we have dramatically improved the performance and versatility of our mobile apps in the past year—and clearly, it’s paying off.
RingCentral has always had a mobile-first approach to innovation. Since entering the team messaging and collaboration market with Glip two years ago, we’ve been working hard to create a common user experience across Glip apps on all devices. The experience you have for team messaging, collaboration, voice, and video on the desktop should be just as great or even better on the Glip apps for iOS and Android. The mobile apps have also been on the cutting edge of the convergence of Glip and RingCentral Office, our suite of business phone, phone conferencing, and video conferencing services. You can now make and take calls without leaving the Glip app, which is particularly handy for calling the same coworkers you are messaging with. Ultimately, we want people to be able to switch to whatever mode of communication or collaboration is most appropriate for the task at hand.
The Stevie Awards program, which recognizes excellence in business and technology, receives more than 10,000 nominations each year from organizations in more than 60 countries. RingCentral Glip unified communications won the gold award in the Messaging & Social segment of the Mobile Sites and Apps category. In addition, RingCentral Glip won a bronze award in the Integrated Mobile Experiences category.
Here are a few excerpts from the comments of the judges:
- “Brilliant idea, and I can sense the effort that has been put in to this project.”
- “Solid, clean, and intuitive UI. Really useful and in-demand functionality. It seems to cover every feature that would be expected by users with a design that doesn’t reinvent the wheel.”
- “Really solid app. Love the communication integration.”
We’re committed to designing great user experiences, and these comments validate our approach of putting consumer-grade polish on a team messaging app for the workplace as the best way of making people more productive. That is what our engineering team is focused on as we strive to build the leading workstream communications and collaboration platform.
If you have not yet tried the Glip mobile apps, download them from Apple App Store and Google Play.
Publish Date: September 27, 2017 5:00 AM
As a RingCentral Glip user, you’ve already experienced firsthand how having this intuitive team messaging and collaboration app has helped you and your team do your best work together. But that’s just the tip of the iceberg when it comes to what the RingCentral platform can do.
Today’s digital business environment is having a profound impact on the way people work, bridging the barriers of geography, time zones, and technology. And it’s allowing your customers, partners, and employees to connect in ways never before possible.
This October 23–25, thought leaders, industry experts, IT professionals, RingCentral users, and others will gather in San Francisco to explore the power of connection in the digital workplace at ConnectCentral 2017, the RingCentral annual conference. And there are plenty of reasons for Glip users to attend.
Here are some key session highlights of particular interest to Glip users:
What Is Collaborative Communications? RingCentral’s vision of collaborative communications enables people to communicate in new ways, creating more meaningful conversations in any mode, anywhere, anytime, and on any device. Cloud plays a starring role, enabling us to achieve more as organizations change the way they do business. Rather than simply replicating how we used to communicate using legacy on-premises technology, it’s now possible to create integrated workflows that embed communications within productivity applications, CRM tools, and beyond. This unified approach enables stronger customer engagement and heightened workforce productivity.
Taking RingCentral Glip to the Next Level with Smart Chatbots. Discover how others have built smart chatbots on RingCentral Glip that connect RingCentral communications data and Natural Language Processing (NLP) to provide highly interactive contextual conversations with sales teams inside RingCentral Glip.
What Is the Collaborative Contact Center? See how RingCentral Glip improves collaboration in contact centers, enhancing agents’ abilities to connect to experts, and increasing efficiency and overall satisfaction.
You can view the full agenda here.
ConnectCentral 2017 also features three dynamic keynote speakers:
- Peter Guber, Co-Owner Golden State Warriors, Entrepreneur, #1 NYT Best-Selling Author
- Sal Khan, Founder and Chief Executive Officer, Khan Academy
- Will Randolph, Chief Information Officer, World Vision USA
Join us at ConnectCentral 2017 to hear about the latest advances in communications and collaboration and how to leverage these solutions for your business. You’ll see real-life examples of organizations that have empowered their teams, customers, and partners with RingCentral. Plus, you’ll get a chance to put RingCentral cloud communications and collaboration solutions to the test while networking with your peers.
Register now to attend ConnectCentral 2017. We hope to see you there!
Publish Date: September 26, 2017 5:00 AM
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