“Oh, grow up!”
Sure, I’ve been told that a few times—most often by someone who doesn’t appreciate my sometimes youthful sense of humor. I usually respond that I’m actually a grown-up who’s in touch with the joyful traits of his inner child. Mixing a little childlike playfulness with the sophistication that comes with maturity keeps me inspired, engaged, and creative.
It’s the same for companies. As they scale up into large, efficient organizations, enterprises need to find a way to retain the agility and innovative spirit they had when they were small, nimble firms. By doing this, they combine the best aspects of large and small.
A key element to attaining this balance is picking the right technologies.
As a company grows, so too does its complexity, requirements, and challenges. The technologies a company’s IT department picks can either hinder this growth or accelerate it. These critical selections can also determine if a company maintains its agility, or is relegated to rigidity.
Just as my priorities changed as I grew up, a company’s concerns shift as it scales up. Early in a company’s history, the focus is on innovation and functional delivery. As a company grows, the emphasis shifts to issues like cost reduction, maximization of investments, and efficiency.
For IT departments, this often means moving away from providing whatever hardware and software the users request and instead deploying solutions that yield the greatest efficiencies for the company. The best way to accomplish this is to adopt predictable and uniform solutions that promote efficiency with respect to cost, training, and time to market.
The greater the uniformity and predictability of IT assets worldwide, the more efficient a company is. New hires can be productive on their first days. Traveling and remote workers can move from location to location and have the same experience that they do at their home office.
Scale and balance
Enterprises that are scaling up face a trade-off between flexibility and efficiency, deciding how much of an appetite they have for each. So how can companies attain the best balance?
When it comes to communications, I believe the best choice for growing enterprises is a cloud communications platform, based on open standards and open APIs.
Efficiency and flexibility for everybody
On the efficiency side, centralized cloud services allow companies to deploy communications technology in multiple geographies with minimal effort and maximum productivity and uniformity.
On the flexibility side, an open cloud solution allows communications to be easily integrated into critical business processes, enabling automated workflows. This allows IT departments and third parties to rapidly roll out solutions that improve both employee productivity and customer satisfaction.
Furthermore, cloud communications systems allow companies to decide which technologies and services to provision to users based on the employees’ roles. This gives companies some flexibility when making the trade-off between attaining uniformity and giving users a choice of which technologies they can use.
The best of both worlds
By staying young at heart, I believe that I’ve managed to grow up without growing old. In a similar fashion, companies that leverage open cloud communications technology can maintain the flexibility of a small organization while achieving the efficiency of a large enterprise.
To learn more about how your organization can strike a balance between flexibility and efficiency, check out RingCentral’s on-demand webinar, “Plotting Your Course to Greater IT Uniformity and Predictability” and its corresponding white paper, “How an Open Cloud Communications Platform Streamlines Customer Service and Improves Customer Satisfaction.”
Publish Date: May 17, 2016 5:00 AM
Cost is naturally an important consideration for any organization that manages a call center. On-premise systems require hardware, carrier service, contractors, and more for each office. Add in new domestic or international offices, and the costs and complexity increase exponentially.
That’s why it’s so important your IT department look at both the short- and long-term financial implications of any communications system you’re considering. How can you contain costs while still positioning your business for future growth?
Join Chris Leong, Senior Product Marketing Manager at RingCentral, and Jessica Smith, Senior Product Manager at InContact, as they compare the cost benefits of cloud and on-premise call center systems. During this 30-minute webinar, they’ll discuss what you need to consider when undertaking a total cost of ownership analysis of your call center, including:
Click to register, and save your seat for this live event today.
Date: Tuesday, May 24, 2016
Time: 1:00 p.m. to 1:30 p.m. PT
To learn more about RingCentral’s Cloud Contact Center solution click here.
Publish Date: May 16, 2016 5:00 AM
When a number of RingCentral customers, who were also ServiceNow users, approached us asking if we could embed RingCentral Office into the ServiceNow application and interface, it was a clear validation of our view that core business applications become significantly more effective when a company’s unified communications solution – namely RingCentral Office – is infused within business critical applications.
ServiceNow is currently used by more than 2,000 organizations, some of which are also RingCentral customers. Within those organizations, many employees essentially “live” within ServiceNow to do their jobs. Employee productivity and the delivery of exceptional customer experiences being critical success factors for these organizations, it makes sense to have all of their business communications capabilities – including phone, voicemail, SMS, audio and video conferencing, online meetings and fax – immediately accessible and available within the ServiceNow application and interface. It’s a simple, common sense idea: infuse your business communications solution into your key application so everything you need to be efficient and effective in your job is in one place, on one screen.
So, our response to the customers who contacted us was, “Of course. No problem.”
At RingCentral, we believe that embedding RingCentral Office into other leading cloud business applications is a logical, productivity-enhancing next step for our customers. It makes every application a communication endpoint, streamlining business processes and accelerating positive business outcomes.
To that end, we’ve created an open architecture and open API to enable just this sort of efficiency driving integration. Organizations in a variety of industries have taken advantage of this ability to embed RingCentral Office into office suites and a host of well-known and heavily used business applications.
RingCentral also offers pre-built integrations for Microsoft, Google, Salesforce.com, Zendesk, and other popular applications. You can learn more about these at:
As it happens, RingCentral is the first UCaaS provider to enable such an integration with ServiceNow, much to the delight of our mutual customers.
What we’ve heard from our colleagues at ServiceNow is that this capability is powering a whole new level of productivity among ServiceNow customers. It helps them resolve incidents and cases more quickly, and enables them to spot trends or bugs that may need to be referred for action or remediation.
Activating this RingCentral for ServiceNow integration couldn’t be simpler. The RingCentral for ServiceNow integration app can be downloaded from the ServiceNow app store. Once downloaded, the app runs in your ServiceNow account, and uses any RingCentral endpoint (desk phone, RingCentral mobile app, RingCentral for Desktop, etc.) for dialing and call handling.
Most notably, ServiceNow users can click to dial any phone number simply by using the built-in RingCentral dial pad to make calls from within ServiceNow. For incoming calls, the app brings up any matching customer or user record, further streamlining users’ workflows and expediting the resolution of issues that arise.
By the way, RingCentral will be ServiceNow’s annual conference Knowledge 16, next week in Las Vegas, May 16- 18. We’re at booth #2215. If you’re headed to the expo, stop by to say hello and we’ll show you our new integration!
Publish Date: May 13, 2016 5:00 AM
Having done more than my fair share of business travel to branch offices around the world, I’ve grown fond of the variances in customs and conventions of different places. It’s refreshing to drink tea instead of coffee in London, and it’s interesting to receive a business card in the customary two-handed fashion in Tokyo. These differences are part of the charm and personal enrichment of travel.
However, one difference that’s neither charming nor enriching is the inconsistency in the phone systems in offices from country to country—and even from city to city. These variations not only represent a management nightmare for IT and accounting departments, they also degrade productivity, customer service, and company profitability.
Lost in translation
It’s hard enough to manage a single public branch exchange (PBX) and one telco carrier. However, the difficulty is compounded when serving multiple offices that employ PBX systems and communications services from a variety of different sources.
IT departments I’ve worked with have described how the PBX proliferation results in undue complexity in maintenance, support, and training. Accounting operations complain the telco tangle entails juggling relationships and billing systems among a multitude of carriers. On the employee side, I’ve seen for myself how the inconsistency of communications systems makes it impossible to extension-dial or transfer calls to coworkers at other locations.
And for customers, it means calls are handled differently in different locations, causing confusion and potentially resulting in poor service and lost sales.
All these issues result in increased cost and lost revenue.
On the road to improved communications
Fortunately, there’s a much better way for enterprises to manage voice communications in multiple locations, by eliminating the PBX hardware and telecommunications connections at each office and adopting a cloud phone system. This approach is perfectly suited for today’s geographically diverse enterprises and their increasingly remote workforces.
IT professionals have told me depressing stories of making business trips to great cities of the world, such as Rome and Paris, only to spend all of their time digging through the complex wiring of an unfamiliar PBX. With all their attention focused on fixing the hardware, they often have no time to do other tasks, such as train workers, manage other pressing IT issues, or take a little time to enjoy the local sights.
Cloud phone systems make such trips a thing of the past by centralizing the entire phone system and allowing administrators to manage and troubleshoot issues remotely from any computer or mobile device. This results in dramatic reductions in cost and effort to manage offices in far-flung locations.
The cloud approach also eliminates the expenses of purchasing, upgrading, and maintaining PBX hardware and software at each office.
Beyond that, cloud phones dramatically simplify office moves, the setup of new locations, and user changes.
It’s no fun to play phone tag with personal conversations—having to redial numbers and navigate different phone systems to reach the right person in the right office makes for poor customer service and bad business. Cloud phone systems deliver a consistent communications experience among various offices, enabling easy transfers, direct extension dialing between locations, and a centralized corporate telephone number to reach any employee.
These are just a few reasons why adopting a cloud phone system is the best communications solution for geographically dispersed enterprises. To learn more, read RingCentral’s white paper entitled: “How a Cloud Phone System Benefits Multi-Site Businesses.”
Publish Date: May 12, 2016 5:00 AM
Communication between a business and its customers is crucial. To make things simpler in the digital age, unified communication (UC) solutions have begun to rise. This type of solution combines all the separate channels into a single digital connection that can be cloud-based for further ease of use.
Each and every year, more and more businesses are turning to this new type of efficient communication. In fact, a study by Transparency Market Research showed that the UC market is expected to grow to $61.9 billion by 2018. Today, I’m going to share with you five reasons why you need a unified communication solution for your business.
These reasons will show you how important it is to have a system like this in place. It goes far beyond a simple reason like convenience. A solution like this can redefine how you communicate and market content to your customers. Having great communication is something you need in place before all else.
1) UC is Manageable and Efficient
This solution provides you with a single and integrated platform that connects your mobile devices, desktop computers, and your entire business staff. It streamlines everything into one single phone number that works across all devices.
With the addition of call optimization features, you can also have all of your contact information in one place where it’s easily accessible. This allows your business to run smoothly and your employees have the ability to focus on their tasks and easily communicate with clients and customers.
The cloud-based features of UC also allow all the equipment to be stored off-site. This frees up space in your office while also removing complication. Your connected devices are ready to use, whether it’s a phone, your computer, or an app on your smartphone. You’re connected.
2) A Secure Solution
Instead of using phone lines, UC turns your audio signals into digital ones. All of your calls are made through an encrypted internet connection. Thus adding significant security to your business communications system.
This applies to phone calls, fax, emails, and text messages. Today’s businesses require that level of security when dealing with personal and sensitive information. A unified communication platform ensures that all of this information is safe and secure.
3) Lower Costs, Improved Scalability
Whether your business is small or large, the needs you have for your communication solutions are different. A cloud-based UC platform has the ability to start at a size and price that works for your business. As time goes on and growth occurs, you can scale the service up as needed.
With options to pay for traffic or data instead of a set rate, there’s plenty of flexibility in this type of solution. Customized packages and piecemeal options allows you to choose the exact capabilities that work for you and your business.
The logistics are also incredibly simple. You don’t have to purchase any hardware or modify your current technology. Everything goes through a single cloud-based server which makes upgrades and maintenance simple and easy for everyone involved.
4) It Saves Time As Well
Beyond the financial savings UC options also offer unique features that will cut down on time spent communicating with others. Options such as short-number dialing remove the need for an area code, for example.
Since all of your devices will be unified across the network, you can also answer and transfer calls to any of your connected hardware either in your office, or at another location. Constant communication and fast response time have always been a staple of quality customer service. A UC platform empowers to provide these things consistently.
5) Improved Collaboration
The days of flying in executives or pulling everyone away from their desks for a meeting are over. Today we utilize things like video conferences, and group messaging to collaborate with other key members of the business simultaneously.
Today’s UC platforms allow you to host a video, web, or telephone conference on the fly. It doesn’t matter where your employees are located, they can connect and share ideas or concepts in real-time.
This also applies to international clients. If you need to have a meeting or discussion with them, but don’t have the time or means to fly them in, your unified communication solution can connect you with them immediately.
Today’s business world is connected and constantly communicating. By leveraging a unified communications system, you can turn your separate devices into one solution that is ready and able to handle both internal and external collaboration at a moment’s notice. Does your business utilize a UC platform? Let us know how it helped your business grow in the comments!
Publish Date: May 6, 2016 5:00 AM
After years of call center jobs being outsourced abroad, companies are now bringing them back to the U.S., USA Today reports. Currently 5 million Americans are employed by call center providers. Industry experts believe that advances in technology, increasing oversees labor costs and the fact that customers were demanding better service have contributed to the trend.
Klaus-Peter Martin, a spokesman for General Motors, who recently moved its call center from oversees back to the U.S., cited another reason for the shift to domestic call centers: the desire to resolve customer complaints in one call rather than escalating through a series of stages.
The growth of call center positions in the U.S. has been impressive. One CEO of a center estimated that 180,000 call center jobs were created nationally in 2012 and 2013.
Paul Stockford, the director of research for the National Association of Call Centers, also points out the connection between the needs of the organization and the call center provider it uses.
“The higher the value of the customer, the more likely the job will be in the U.S.,” Stockford said.
As we’ve discussed previously, airlines, including JetBlue, have been a leader in realizing the importance of customer service solutions. Since airlines are selling high-value and high-cost items, they need to ensure a high-level of customer service. If a customer is confused by something the representative is saying, this could reduce sales, indicative of the importance of skilled and highly trained agents. When cost and scheduling issues exist, the work at home agent business model has significant benefits.
To improve your company’s customer service solutions and customer retention, consider working with a onshore customer service contact center that embraces the At-Home Agent business model. Contact us to learn more about the services we provide to help your organization.
Publish Date: May 5, 2016 5:00 AM
ProsperWorks, the world’s first “zero-input” CRM designed specifically for Google Apps, is a great example of the growing list of innovative companies that have selected RingCentral as part of their strategic business communications and collaboration needs. With RingCentral Office, ProsperWorks’ workforce will reap the benefits of a fully-featured cloud phone system, messaging, and call analytics solution that is integrated with Google for Work.
Selected by the Recommended for Google Apps for Work program, RingCentral provides advanced business communications that operate seamlessly within Google for Work applications. In addition to the high security, reliability, and quality of integration with Google business tools, ProsperWorks chose RingCentral because of the comprehensive insights it delivers that help its employees drive productivity and ultimately improve conversion. With a sales team that spends 60-80% of their day on their desktop engaged in prospecting new clients and on sales calls, the ability to make and receive calls directly within Gmail and ProsperWorks CRM fuels efficient workflow.
RingCentral provides the ProsperWorks team with valuable call data they can use to map conversion trends and identify room for improvement. For example, using RingCentral, ProsperWorks sales representatives can see their communications history, such as how many calls they have made. Also, supervisors can regularly check on the team’s call productivity right from a mobile phone, see trends, and intervene if there seems to be an issue that needs to be addressed.
Learn more about how ProsperWorks uses RingCentral and Google for Work by visiting the Google for Work Official Blog.
Publish Date: May 4, 2016 5:00 AM
Last week, we talked about the value of big data in your call center. This week, we want to break it down more and highlight the ways to use your data, and further emphasize the value of the unlimited data storage you receive when becoming a Connect First customer.
With Connect First’s Reporting Studio, there is as much data here as you can possibly want and it is extremely rich with every contact being measured and analyzed. The challenge becomes making sure you use the information you have at your fingertips.
The time for companies to think about merits of implementing big data analytics solution for the call center has already passed. Now it is time to utilize your call center data to its full potential and monetize it. The opportunities here are endless, but let’s break it down to the main use cases.
This is the most straightforward benefit of analyzing customer data. Your typical view of the customer consists of a name, location, buying history, trouble tickets and so on. You can’t really tell much about a person based on this, can you? Now imagine your customer profile being enriched by their service usage patterns, the device they are using and things they’re interested in! It comes from all sorts of various data and creates a holistic, dynamic and all-encompassing view.
This is how you get customer insight and model your future customer interaction on. You can scale this approach infinitely to get an enhanced customer segmentation based on different demographic criteria, customer location, previous interaction data, preferred customer channel of interaction and so on. This intelligence enables businesses to dramatically enhance customer experience.
Call centers run more efficiently and in a more agile manner when using big data intelligence.
Managers gain visibility into operations, transaction, customer experience and customer actions or behavior. With this complete picture of how the call center operates it is much easier to see the gaps or points of improvement. Using KPIs that are specifically tailored for your business can reshape and improve the way you do strategic planning and your goal-setting.
As for the employees and technicians they can be empowered by enhanced reporting capabilities, dashboards and data visualization that is based on big data analysis.
With this view on critical performance data, decision making is much more accurate and predictable. These are just some of the use cases for increasing operational efficiency, but they alone can enable call centers to accurately design and plan future development, growth strategy, improve performance across the board and make it organic!
One of the core areas of application for big data will surely be marketing and sales. This is where a calculated, data-driven approach can literally seal the deal or launch a mega-profitable marketing campaign. Predictive analytics provides trends and patterns of customer behavior or demand. All you have to do is act on it!
You can use something like geo-location data to offer specialized products for people in a specific region, for example. You can analyze the impact of previous marketing campaigns on any given region or demographic and predict its success if launched again. Your sales team can be assembled based on aggregated big data performance data. Big data solution can go as far as calculating the deal closure probability based upon the specific customer and sales rep you allocate for it. Launching targeted offers becomes a calibrated business move, not a game of luck.
Possibly the most interesting recent development in data analytics is the ability to work with unstructured data – most significantly with voice recordings. Tone, emotion and voice pitch are analyzed. Sales rep or customer support rep can get real-time call-to-actions, propositions, and options to effectively communicate with the caller. These heads-ups can go a long way to improving first-call resolution time and overall customer satisfaction.
Good-old IVR can get a lofty upgrade with big data. If you ever wondered what type of calls are better handled by IVR or in what cases customers opt to be transferred to an agent, not only does big data optimize your call center operational efficiency, but also provides a better understanding of customer needs. Make your IVR more user-friendly, get rid of options that customers always ignore and get your customers’ experience of talking to a machine a little bit better!
This may seem unlikely, but big data analysis can seriously improve your HR, mainly human and workforce resource management. Think about it, you can track the performance of employees, identify knowledge gaps, select best practices and use all of this not only to improve staff but also to streamline training procedures. Some companies even have big data solutions manage recruitment process!
We’ve briefly mentioned how big data can help you plan company growth. But what about true innovation, not just expansion? With competition constantly offering new things in new ways, it’s easy for even happy customers to be allured by the latest trend or breakthrough change.
With data, you have the opportunity to be a leader. The door is open for you to create amazing new products and services, and not always be catching up according to others’ insights and market gains.
With a killer reporting product like Reporting Studio and Unlimited Data Storage, you can use your data to improve efficiency and grow your business.
Publish Date: May 3, 2016 5:00 AM
Call me odd, but I like it when technology just works.
I’m happy when my iPhone photos automatically appear on my iPad. I love it when I connect a USB peripheral to my PC and it starts operating with no fuss. And when someone calls me on my cell phone and it rings on my car’s hands-free calling system… everything is right with the world.
How many enterprise IT departments can say they feel that level of satisfaction about their communications technology?
Saddled with public branch exchange (PBX) systems, these organizations are handicapped when it comes to establishing unified communications (UC) systems in today’s global business environment. Implementing, enhancing, and maintaining voice systems is difficult and costly, and often times constrained by the limitations of the hardware. Adding new services exponentially increases the challenges for IT departments, with new software that has to be maintained and new billing accounts that must be paid.
Working with IT departments across the world, I’ve learned there are five attributes for developing a simplified communications system strategy:
In this blog, I will provide a high-level description of each of these components, setting the stage for a series of articles examining each strategic element in detail.
Head for the cloud
As enterprises prepare for the future, they need to start by deploying a communications system that works the way technology is supposed to work, with the capability to add new features, empower users, and free up IT departments to focus on innovation.
By taking the functionality of the PBX and moving it to the cloud, enterprises can build communications systems that achieve these goals and many more.
1) Location, location, location
One of the things I like about cloud communications is its mobility, with the cloud moving my photos, content, and apps to whatever device I happen to be using. However, today’s enterprise communications systems fall short in this critical area.
Hardware-centered communications are severely limited when it comes to establishing and managing multiple office locations, both domestic and abroad. PBX systems are complex, requiring time, skills, and personnel to perform tasks, such as wiring a multiprotocol layer-switching connection to a new office location.
A UC system delivers the flexibility needed for mobile workers and geographically diverse enterprises.
With cloud communications, a new office location can be set up in a matter of minutes with administrators able to add thousands of users with just a few clicks of a mouse and keyboard. The process can even be conducted remotely, eliminating the need for IT boots on the ground.
2) Flexibility comes standard
When I run out of space on my tablet for videos and music, it’s not a problem; I simply buy some more gigabytes on a cloud storage service. UC delivers this kind of flexibility and applies it to the needs of a rapidly expanding enterprise.
As a business grows, so too does its sophistication, requirements, and challenges. Complex-to-configure PBX systems can inhibit growth. However, cloud-based software consolidates and simplifies the deployment of communications capabilities, helping accelerate business expansion.
Cloud-based UC also easily integrates new tools and capabilities. PBX systems do voice, but if an enterprise wants to arm its employees with a new communications capability—such as video conferencing—IT departments must buy a new piece of software to support it. Add up all the tools used by all the employees in an enterprise, and you have an administrative nightmare.
3) Plays well with others
One great thing about personal technology is that I can find the right tool for whatever I need, from fitness apps to productivity software. Enterprise users need specific software tools for specific tasks as well, allowing them to have the freedom and flexibility to match their needs with the right solutions.
Cloud communications provides a way to unify various tools, allowing IT departments to provide a framework for interoperability and data security.
4) One vendor to rule them all
App stores are one my favorite things, providing a unified and consistent interface to access any piece of software I need.
In a similar fashion, UC can combine all communication tools into one software solution, providing a single interface to everything, from messaging, to online meetings, to business short message service (SMS). This consolidates all services together, so IT departments don’t have to deal with multiple vendors.
This combination of services also makes it easier to add and manage users, using a single vendor to support all capabilities.
5) Cost is king
One thing I don’t like about consumer software is having to pay more as my needs increase. This is a challenge for IT departments, with the deployment of additional PBX systems and the addition of new software tools increasing costs and straining IT budgets.
In contrast, a cloud communications solution allows enterprises to add users with minimal effort and low costs. IT administrators can add users by utilizing a simple web-based interface and paying an affordable subscription fee.
When I look at UC, I see many of the things I like most about technology combined into a single package. In the coming weeks, I will author a series of blogs discussing the specific attributes of the five key components of a simplified business communications strategy.
To learn more about how UC can help your enterprise, click here.
Publish Date: May 3, 2016 5:00 AM
People in general are creatures of habit. And that definitely holds true for the way employees communicate at work, both with each other and those outside your organization.
But as your company grows in both size and number of locations, tried-and-true communication methods such as the phone simply aren’t enough. You need to formulate a long-term strategy that embraces the latest technologies to enhance communications across your entire organization.
Many companies have discovered that today’s advanced unified communications as a service (UCaaS) solutions can help. By seamlessly bringing together cloud business phone systems with powerful online meeting and collaboration tools, UCaaS provides a clear pathway to more powerful and productive communications for all.
If your company is considering implementing a UCaaS solution, how do you help individuals and team members understand the benefits so they’ll embrace the technology and actually use these tools in their day-to-day work lives?
Join Niel Levonius, RingCentral Director of Product Marketing, as he shares best practices for deploying UCaaS at your organization. We will explore:
Date: Wednesday, May 11
Time: 1:00pm PDT
Click to register now, and save your seat at this live event today.
Publish Date: May 3, 2016 5:00 AM
By Len Linton
Chief Finance, Administration and Corp Development Officer
We recently wrote an article about how more companies are outsourcing business functions. Additionally, a Forbes study found that companies outsource more services as they become more competitive. Now, we want to share our knowledge about the increasingly popular onshore model.
There are many benefits to U.S.-based call centers. “Homeshoring,” as it’s sometimes referred to by those in the industry, involves skilled onshore agents who take customer service calls or web chats during specified times in their homes, explains Baseline Magazine.
Onshore U.S. customer service contact centers are becoming increasingly popular options. At-home agents engaged by these providers are taught how to handle the details of the customer interactions and achieve a strong customer quality rating. Moreover, they are often more knowledgeable and productive so the contact center is able to master the intricacies of your organization and brand more quickly and maintain a higher level of customer service through time.
With thorough knowledge of your organization and products, they are able to communicate information to your customers authoritatively. In addition, they are highly responsive and are able to handle a wide-range of customer inquiries, complaints and other matters with ease. They engage the caller rather than simply stick to a script, which we’ve detailed some of the disadvantages of scripted calls in previous articles.
Altogether, the many benefits of onshore contact centers, with at-home agents, helps your organization distinguish itself in terms of quality over your competitors’ customer service. Through working with an onshore contact center, your company can increase its customer satisfaction, as well as sales, profits and productivity.
To improve your company’s customer service solutions and customer retention, consider working with a onshore customer service contact center that embraces the At-Home Agent business model.
Publish Date: April 28, 2016 5:00 AM
On April 1, we launched our new Reporting Studio. Customers now have the business intelligence they need to make key business decisions, set KPIs and drive data-based growth. Additionally, customers now receive unlimited data storage. Can you imagine? Is there anyone else on the market that does that?
When we embark on new endeavors, we build for sustainability and retention. When we choose to offer customers unlimited data storage, we do so to fulfill a deep need for call center compliance and business growth. The possibilities are endless when you can consult months or even years of data in your decision making.
Data is dubbed as ‘the electricity of today’. Decision-making relies mostly on data and business insight. Innovation in the TMT (telecom, media & technology) industry will depend less on a visionary CEO or lucky business moves and more on artificial intelligence, predictive analysis, and big data.
That’s why it’s so important in the call center space for you to be in a position to capitalize on customer data from previous interaction history, billing, demographics and usage patterns.
You not only improve efficiency, but provide a next-gen level of customer experience, with the highest level of personalization possible. The prospect or customer, in turn, has their needs resolved without consciously recognizing how well you understand them. Forget about cold calls, the unlimited data you keep becomes a goldmine.
Unlimited data storage allows the customer and the company to converge. You improve your internal processes and focuses, while at the same time understanding your customer better. When we first thought about offering unlimited data and worked through the process, we decided the decision is a no brainer.
You just have to make sure you use it.
Publish Date: April 27, 2016 5:00 AM
Midway University, located in Midway, Kentucky, is a private, non-profit liberal arts college founded in 1847 by Dr. Lewis L. Pinkerton as the first school in the United States to serve orphaned and disadvantaged women. Today, Midway University is a leader in providing educational opportunities for men and women who wish to continue their education. Adult undergraduate and graduate programs are offered in an accelerated format where students attend classes in the evening or online. The main campus day program still operates as Kentucky’s only women’s college.
Midway University’s dispersed student body poses an interesting challenge to the institution as they look to offer a collaborative education experience. To solve for this challenge, Midway University selected RingCentral for its flexible, multi-modal communications solution, RingCentral Office. A complete replacement of Midway’s previous legacy on-premise system, RingCentral Office enables faculty to hold virtual office hours, conduct online sessions, video conferencing, and interact with students from any location at any time from their mobile devices and laptops.
While the earlier legacy system did not support mobility and communication needs beyond voice, with RingCentral, Midway University has anytime, anywhere communication, messaging, and collaboration capabilities across the entire faculty, staff and student body. This is an extraordinary improvement, both in terms of technology and the University’s ability to provide an exceptional education for its students, many of whom work remotely.
Faculty and staff can now easily communicate with students using their personal mobile devices without disclosing their private phone number. Additionally, they can interact by voice, text, or video from any location. Every faculty member also has their own conference bridge so they can flexibly conduct sessions at their convenience.
Midway University is a great example of how RingCentral helps academic institutions achieve seamless mobile communications and collaboration, which legacy systems are incapable of doing. Two key components of Midway University’s current strategic plan call for it to strengthen technological resources and enhance support services. Becoming RingCentral users is a significant accomplishment toward both of those goals. With a cloud-based platform delivering mobile-centric communications solutions, Midway University can now focus on delivering a superior educational experience regardless of where their faculty, staff and students may be located.
Publish Date: April 26, 2016 5:00 AM
Have you ever wanted to automate something you do manually at work every day? Do you ever ask, “why can’t I create a custom rule on my phone or SMS, in the same way I could for my email Inbox?” Did you ever want to have two apps you use frequently to pass critical information between each other, automatically?
Since RingCentral launched Connect Platform in early 2015, customers have eagerly leveraged our open APIs to build a wide array of integrations and automated workflows. Our growing library of integrated apps also serves many of these workflow needs out of the box. Some of our customers, however, have no access to developers, or have app integrations we don’t yet support.
To address these workflow automation needs, I’m happy to announce that our new integration with Zapier is now officially available. Zapier is the leading provider of ‘integration as a service’. This amazingly powerful platform is pre-integrated with more than 500 leading productivity and business services that many of our customers use: Google Mail, Salesforce, Mail Chimp, Basecamp, Box, Amazon S3… the list goes on. With RingCentral for Zapier, you can create custom workflows between RingCentral and the apps and services you use the most without doing development.
Some examples of custom integrations you can build with Zapier:
• Automatically archive your call recordings and voicemails to Box, GDrive, Dropbox, or S3.
• On incoming calls from specific numbers, automatically create a case in Salesforce, Zendesk, or Basecamp.
• Use RingCentral as both the trigger and action: If an inbound call is missed, send a group text to support agents to ensure someone responds.
Ready to try this out? Simply go to zapier.com, create a free account, and search for ‘RingCentral’ to use as either the trigger or action for your custom Zap. It’s that simple.
We also want to hear your feedback! If you experience any issues or have new feature requests, please send it to email@example.com.
Publish Date: April 25, 2016 5:00 AM
We’re proud to announce that New Relic, a leading software analytics company, is expanding its existing RingCentral deployment globally and implementing RingCentral Contact Center to support its global customer base. For the past few years, New Relic has used RingCentral Office as its cloud communications solution, providing employees with rich communications and collaboration capabilities. Seeing the support and flexibility our cloud communications solution delivers, New Relic has chosen to scale up its communications globally with RingCentral.
New Relic has high standards and expectations for its cloud phone system and aims to provide a VIP experience for customers. This requires a comprehensive contact center solution with capabilities such as analytics and queuing. When New Relic conducted a multi-vendor review of cloud contact center solutions, they decided on RingCentral Contact Center as the best fit for the company’s business requirements for engaging customers. With intuitive, graphical dashboards and reporting to analyze calling insights and manage performance, RingCentral provides a holistic solution that enhances customer satisfaction, enables increased productivity, and scales globally.
New Relic’s plans to roll out RingCentral further across its organization, expand its deployment internationally, and add RingCentral Contact Center is great validation of the service and support we are continuing to provide their team. We look forward to growing with New Relic, both domestically and abroad.
Publish Date: April 22, 2016 5:00 AM