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News : RingCentral MVP Innovations Leapfrog Competition in Solving Productivity Challenges of Hybrid Work

#contactcenterworld, @ringcentral

Belmont, CA, USA, Sept 28, 2021 -- RingCentral, Inc. (NYSE:RNG), a provider of global enterprise cloud communications, video meetings, collaboration and contact center solutions, announced exciting new capabilities for RingCentral MVP™ (Message Video Phone™). The new features are designed to immediately address the challenges faced by workers and teams working in a hybrid world.

Nat Natarajan, executive vice president, Products and Engineering, at RingCentral, said, "As organizations embrace new hybrid work styles, RingCentral is focused on combating real-world organizational and end-user challenges by delivering capabilities that enable them to run and grow their business. We’re giving customers solutions that are designed to overcome the challenges they face today so they can maximize their potential every single day. From transcriptions and summaries to next-gen analytics and reporting, there’s a new innovation for all parts of the workforce - whether you’re in IT, a line of business role, or an end-user."

Blair Pleasant, president & principal analyst of COMMfusion, said, "As we continue to navigate hybrid working environments and our meetings become more personable, the features RingCentral is announcing today are critical to keeping us connected. These new innovations are designed to ensure that the essence of physically being in the workplace and collaborating in-person is not lost."

Jim Lundy, founder and CEO, Aragon Research, said, "Running between meetings and being double booked is a reality many of us are grappling with in today’s corporate world. Getting a downloadable recording transcription with a meeting summary and automated action items is a complete game changer and a huge competitive advantage for RingCentral. Talk about delivering on the promise of making unified communications work for you so you can be more productive and focus on things that actually matter and move your business forward."

Praneeth Vadrevu, senior data analyst, Lucas Group, said, "RingCentral’s new line of business analytics beta is a very robust tool that allows you to customize dashboards based on your business needs. The API configuration is a very useful automation for our organization which integrates into our data infrastructure. The reporting capabilities help us make better business decisions based on call volume and individual activity. I am so glad that these tools are made available to us now, whereas in the past it was a lot of manual retrieval of reports and ingesting them into Microsoft Excel."

Dave Michels, principal analyst and founder, TalkingPointz, said, "RingCentral expands its MVP offer with features that appear aimed at organizations with distributed teams. Analytics has long been critical for business success, regardless of department. With the new customizable dashboards and widgets from RingCentral, both IT teams and line of business users will have access to superior business intelligence at no additional cost, enabling organizations to run and grow their business. This offering means users can now access data they need at their fingertips to get the most out of their UCaaS solution, regardless of where their teams are based."

Roopam Jain, vice president of Research, Connected Work at Frost & Sullivan, said, "We cannot let remote workers be at a disadvantage anymore. It is critical that organizations create a level-playing field so remote participants are represented equally on screen, and meetings are more inclusive than ever before. The new RingCentral Rooms innovations are a big step in the right direction, helping to make hybrid work environments a success."

#contactcenterworld, @ringcentral

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.ringcentral.com


About RingCentral, Inc.:
Company LogoRingCentral is a publicly traded provider of cloud-based phone systems for businesses. It is headquartered in Belmont, California and has offices in Denver, Colorado; Manila, Philippines; Xiamen, China; St. Petersburg, Russia and Odessa Ukraine.
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Today's Tip of the Day - Quality Of Service

Read today's tip or listen to it on podcast.

Published: Wednesday, September 29, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

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