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ConnectCentral 2017 Ends with Focus on Innovation - RingCentral, Inc. - ContactCenterWorld.com Blog

ConnectCentral 2017 Ends with Focus on Innovation

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:

  1. 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.
  2. He then calls the store manager, taking advantage of the click to dial function in Glip and integrated WebRTC dialing.
  3. 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.
  4. Through APIs, that trouble ticket in turn triggers a notification to the Glip conversation for the operations team responsible for new store openings.
  5. 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.
  6. 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.
  7. 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.

Source: https://blog.ringcentral.com/blog/2017/10/connectcentral-2017-ends-focus-innovation/

Publish Date: October 26, 2017 5:00 AM


2021 Buyers Guide Customer Relationship Management

 
1.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

2.) 
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CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

3.) 
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Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
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- After Sales Services
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& several other capabilities

4.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.
PH: 732-380-9100

5.) 
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eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

6.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)
PH: 9962646830

7.) 
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Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
PH: 96386615

8.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
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- full customisation.

9.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
PH: +44 345 0181 070

10.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive
PH: +212645845790

11.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
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- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.
PH: 0217991445

12.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
PH: 3854343250
 



View more from RingCentral, Inc.

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Share your story at ConnectCentral 2018: call for presenters and award nominations now openAugust 10, 2018 5:00 AM
Why VoIP Is Better for Small Businesses: 3 Reasons to Provide Phone Solutions in the CloudMay 31, 2018 5:00 AM
RingCentral Ranked #1 in IHS Markit 2018 North American UCaaS ScorecardMay 14, 2018 5:00 AM
Introducing RingCentral Integrated Collaborative Meetings SolutionMarch 14, 2018 5:00 AM
Explore the Winning Hacks from the ConnectCentral 2017 HackathonOctober 27, 2017 5:00 AM
Ensuring the Best Voice Quality for Cloud CommunicationsOctober 26, 2017 5:00 AM
ConnectCentral 2017 Ends with Focus on InnovationOctober 26, 2017 5:00 AM

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