How We Built An Award-Winning Office in Charlotte

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.

1. 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.
2. 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.
3. 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.
4. 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.

Source: https://blog.ringcentral.com/blog/2018/12/ringcentral-charlotte-office-best-place-to-work/

2023 Buyers Guide

Get Listed

Automation

 

1.)

Auraya EVA Voice Biometrics Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o... (read more)Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers or switching applications to access OTPs can result in inefficient and cumbersome customer experience. Time is wasted trying to verify customers with insecure methods. EVA works in English out of the box but can be configured to work in languages other than English. Recognising what specific digits are spoken using EVA's native speech recognition is only available for the English language out of the box. EVA has additional capabilities such as real-time fraud detection and digital channel enrolment and verification options that can be turned on with customisation services from Amazon Connect consulting partners. If you are interested in these additional features, please contact an Amazon Connect consulting partner that is an authorised Auraya reseller partner.

2.)

Call Adapt Soundboard Software Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

3.)

CieloCX Voice to Digital Connect, Agent Guided Workflows Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues. Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues. Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution. Our Applications support en... (read more)Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues. Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues. Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution. Our Applications support entire journeys including automated alerts and notifications throughout the time to resolution. Applications include Order Status Chatbots, Product Returns with Refund Workflow, Product Registration, and Exchange Smart Forms, Patient Pre-Visit Consent with Touch Screen Signature, Personal Lending with Proof-of-Income Image Capture, Knowledge Base, and How-to-Video Troubleshooting. We provide a scalable set of SMS applications designed to help you rapidly deploy new journeys of any size with no impact on IT resources.

4.)	Cognigy Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.)

Consilium Software Consilium UniCloud™ UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C... (read more)UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (CCX, UCCE, and PCCE), communications managers (CUCM), voicemail (Unity Connection) and IM & Presence by up to 85% which leads to the faster onboarding process for a new customer. A Self-Care portal within UniCloud™ is effectively managing services specific automation of MACDs (moves, adds, changes and deletes) allowing end-users to perform Day-2 related tasks of their own while reducing the basic operations workload of support teams. Consilium UniCloud™ enables enterprises and service providers to manage and automate the delivery of Cisco-based Unified Communications as a service (UCaaS) and Contact Center as a service (CCaaS) offerings using single, centralized management and easy-to-use administration interface, with role-based access providing granular control over permissions, limiting potentially unauthorized or inadvertent transactions. With its unified portal for UC and contact center provisioning, multi-tenancy and single-pane-of-glass views and tools, UniCloud™ introduces turn-key efficiency in onboarding new customers, provisioning of users, agents, teams, skill groups, and devices, or their migration from non-Cisco platforms to Cisco, and also provides centralized management and monitoring.

6.)	eGain Corporation eGain Solve Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.)	Emmersion Automated Language Testing Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.)

OpsTel Services SPEED & PLUS The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Perfor... (read more)The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Performance Monitoring & PLUS provides a single interface, where operations teams no longer have to rely on HR, IT or any other organization to administer agent profile data across multiple technologies in the contact center. The PLUS solution allows for simplified provisioning & maintenance of agent profile data reducing processing time from days, weeks or months in LESS THAN 10 MINUTES! The PLUS features: *Agent Provisioning Cycle Time Reduced from Days/Weeks to 10 Minutes or Less *Fully Automated Agent Onboarding / Updating / Maintaining / and Offboarding of Agent Profiles (Identity, Access, Utilization) *Overlays and Enhances Existing Contact Center Solution Set *Enables Operations Staff to Maintain all Aspects of Managing an Agent’s Profile through “Single Pane of Glass” *Supports Multi-Faceted Agent Profile Attribute Configuration Requirements; e.g. Union Rules, Seniority Dates, Etc. *Detailed Agent Profile Audit Trails

 

View more from RingCentral, Inc.

Recent Blog Posts:

How We Built An Award-Winning Office in Charlotte	December 7, 2018
ConnectCentral 2018: 4 Insights Connecting Employee Engagement with Customer Engagement	November 14, 2018
Three Reasons to Attend ConnectCentral 2018	August 29, 2018
Share your story at ConnectCentral 2018: call for presenters and award nominations now open	August 10, 2018
Why VoIP Is Better for Small Businesses: 3 Reasons to Provide Phone Solutions in the Cloud	May 31, 2018
RingCentral Ranked #1 in IHS Markit 2018 North American UCaaS Scorecard	May 14, 2018
Introducing RingCentral Integrated Collaborative Meetings Solution	March 14, 2018