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News : RingCentral Selected by Healius to Transform Telephony and Contact Center Platform Australia-wide

#contactcenterworld, @ringcentral

Sydney, Australia & Belmont, CA, USA, Nov, 2022 -- Healius Limited (Healius) (ASX: HLS), an Australia healthcare company, has selected RingCentral, Inc. (NYSE: RNG) to deploy an integrated unified communications as a service (UCaaS) and contact center as a service (CCaaS) solution. This technology investment is designed to improve the doctor and patient experience in Healius’ pathology and diagnostic imaging practices through improvements in communications, initially within the fundamental area of voice and in the longer term adding other communications channels. It is also expected to drive workforce and operational efficiency through the analytics and insights provided by the RingCentral platform.

The five-year contract includes the provision of devices and project services to design and deploy the integrated UCaaS and CCaaS environment. The rollout is expected to be completed by early 2023.

The integrated, cloud-based solution will replace Healius’ range of disparate and end of life telephony and contact center technologies, and will be integrated with Microsoft Teams, Salesforce.com and other business applications, powering a more efficient customer service and employee experience.

RingCentral also complied with Healius’ requirements to improve service availability and reliability with a guaranteed telephony service level, and to maintain the security and privacy of all customer content. That content includes the content of calls, facsimiles, voicemails, voice recordings, shared files, conferences, webchat, email or other communications transmitted or stored through the RingCentral services, with the data retained and only accessed within Australia.

Arjun Narang, General Manager - Operations Transformation, Healius Limited: "RingCentral provides us with the ideal integration of communications infrastructure and applications into a single service, which we evaluated through successful trials of their solution at two of our sites in Sydney. Those trials demonstrated the capabilities of the RingCentral platform to our team, and the analytics and reporting generated by the RingCentral platform gave us invaluable insights into the operations of the Healius business. We are also looking forward to ongoing innovation and technology evolution from RingCentral as our long-term partner."

John Poli, Industry Principal, Healthcare at RingCentral : "Healthcare companies RingCentral is working with globally are constantly seeking new ways to increase growth, productivity, and efficiency, at the same time delivering quality, affordable, secure, and accessible services to their patients. To achieve this, these companies are embracing new technologies to enable more dynamic business operations, outcomes-driven measurement and a focus on the patient, doctor, and employee experience - in that order."

Peter Hughes, Area Vice President, RingCentral: "The project with Healius is a great example of these new ways of applying technology in the healthcare sector, showcasing the transformational effects of RingCentral’s modern communications architecture and integrated platform. Removing the barriers of a rigid telecommunications infrastructure and transitioning to cloud-based, as-a-service IT models opens up the opportunities for further digital innovation and integration potential. That in turn will drive greater operational efficiencies and improvements in both customer experience and employee experience."

#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 - Multi Contact

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

Published: Friday, November 4, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Customer Experience (CX)

 
1.) 
Alvaria

Alvaria CXP
Alvaria CXP empowers enterprises to deploy contact center & customer self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach. CXP Pro speeds up time-to-market, lowers customer service cost, lowers average handling time (AHT), frees agents from repetitive tasks, improves the customer experience through 24/7 availability, and increases first contact resolution (FCR). Deploy on-premise or in the cloud.

2.) 
ARC Quality Solutions

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)

3.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

4.) 
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.

5.) 
Creative Virtual

V-Person™
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.

V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
(read more)

6.) 
CTMA New Zealand Ltd

Customer experience assessments and reviews • Customer experience baseline studies • Leadership training, coaching and events
Establishing a customer experience baseline:
Establishing a customer experience baseline helps to identify and quantify current sources of customer dissatisfaction, estimate potential returns on service investment and sets customer-driven improvement priorities for action and change.
CTMA’s customer experience assessments and baseline studies help to identify, justify and prioritise strategic and tactical improvement opportunities, and forge a solid foundation for change.


Leadership training, coaching and events:
The new urgency to get customer experience right, in a world recovering from a global health crisis, is placing even more emphasis on giving people the right skills, to do...
(read more)

7.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.

8.) 
Hootsuite

Sparkcentral’s cloud based contact center platform provides a SaaS solution that enables your human and virtual (BOT) customer service teams small, medium or large to jointly deliver SLA based Customer Service on popular asynchronous messaging channels like WhatsApp, WeChat, In-App, In-Web, Twitter, Facebook, Instagram ... making engagement with your brand frictionless for your valued digital clients or prospects !!!

9.) 
MFE International

Oracle Digital Assistant, Oracle Intelligent Advisor, Oracle Service Cloud
Oracle Digital Assistant is the next generation, No code Chatbot. The NLP engines that power today’s traditional messaging-based channels lack the ability to handle highly expressive sentences Vastly different from traditional Chatbots, NLP engines that require more sophistication than the simple intent classification and slot-filling engines available today. together with Oracle Intelligent Advisor and Oracle Service Cloud, it empowers tomorrow's customer experience today.

10.) 
Nteraction

Nteraction
Nteraction is the world’s first engagement platform that empowers your call and contact center teams to intelligently engage your audience with relevant multi-modal, multimedia, hyper-personalized, custom-curated content. Nteraction enables your team to Gather multimedia content from any location; Create engaging stories using that multimedia content with zero coding; Share those stories with call center contacts; Learn their level of interest in the products or services, in real-time, through built-in cookie-less analytics; and Automate and streamline follow-up using the optional Artificial Intelligence module. For Call Center Teams: Leverage and share multi-lingual, multimedia content to c...
(read more)

11.) 
OutPLEX

Call Center Services
OutPLEX offers a full suite of omnichannel solutions to provide CXaaS to your customers. From traditional voice solutions to the latest in messaging and automation technologies, our engagement experts combine high tech with a human touch to provide seamless experiences resulting in the highest customer satisfaction across the industry.

12.) 
Pointel

Genesys Cloud Adapter for Oracle CX Cloud
Oracle CX Cloud customers utilizing Oracle Cloud Marketing, Sales, Service, Social and CRM SaaS applications, who also rely upon Genesys for contact center solutions, can conveniently conjoin these systems by implementing the Pointel Adapter.

Agents can engage customers across telephony and digital channels to dramatically improve sales, customer retention and brand value with the Genesys Cloud Adapter for Oracle CX Cloud.

The Genesys Cloud Adapter for Oracle CX Cloud unifies business systems, synchronizes inbound customer data and augments it with information, including last interactions and interests, as contact between agents and customers aren’t just interactions—they’re solutions...
(read more)

13.) 
Vads

One Stop Solutions Customer Experience
Customer Experience Solutions with :

- Inbound Contact Center : Our Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales such as Customer Service, Walk in Center, and Service Desk.

- Outbound Contact Center : Outbound call center is designed for call...
(read more)

14.) 
QPC Ltd.

QPC Experience Platform
CLOUD FRIENDLY | ADVANCED ANALYTICS| WORKFORCE ENABLEMENT | CUSTOMER EXPERIENCE MANAGEMENT PLATFORM |

Collate all data sources in real-time into one place to create a single source of truth

Flexible integration with on premise, hybrid and/or cloud architecture

Harness cutting edge technology to find new patterns and trends

Omnichannel Secure recording and analytics for all contact interactions

Optimised Workforce Management with real time scheduling enterprise wide

Unified Communication Management Reporting enterprise wide

Modular Based Offering also available

15.) 
Sabio

Digital Customer Experience (CX) Transformation Consultancy and Integration Specialists
At Sabio Group, we believe that customer experience (CX) should be brilliant.

That's why we deliver solutions and services that seamlessly combine digital and human interactions to support outstanding CX.

Through our own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Microsoft, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.

16.) 
Servion

Contact Center & CX Design, Implementation and Management
For more than 25 years, Servion has been trusted by customer-centric brands for architecting, implementing, and managing Contact Centers and Customer Experience (CX) solutions. Servion delivers complete solutions for businesses to innovate in providing digital experiences using the best available technologies while maximizing their existing investments.

Our 1,000 CX professionals apply their passion and deep domain expertise to the entire build-run-optimize solution lifecycle. Servion has helped 600 enterprises across the globe deliver great experiences to their customers, partners, and employees.

Our services include CX Design, Contact Center Migration to the Cloud, Automation & Self-service, Contact Center Analytics, Workforce Engagement and Managed Services.

17.) 
Sevis Systems

eCallMe! - Customer Engagement Solutions
eCallMe! - A customer engagement solution enabling an enterprise to get get good calls answered, protect their brand and its customers from answering spoofed calls. The overall customer experience is enhanced with Trusted Caller ID which brings trust to the phone call by indicating the logo of the enterprise, purpose of the call along verified call identifier.

18.) 
Vion Consulting

Autonom8 BPM Platform
Autonom8 (A8) Platform is an AI driven customer journey automation platform that is essentially low-code, uses a BPM Studio to design and automate the process flows. A8 as a platform, unifies all customer interaction points across any channel into a single interaction flow. This helps in delivering more effective service to the customer, resolve their queries faster, make the interactions crisper and more informative. This effectively helps drive better CX.
From the enterprises' point of view, the A8 platform helps do the above on a "pay per transaction" model, involves Zero infrastructure cost, no upgrades, no licenses, no AMCs. So it is very economical solution compared to the benefits it...
(read more)

19.) 
Vistio

Vistio is a contact center technology solution that uses next-best-action guidance and automation to help agents confidently provide quick and accurate resolution to customer inquiries, simplifying the agent’s job and reducing the guesswork and stress of handling customer calls. The result is specific and measurable improvements in your KPIs in just 90 days.

20.) 
World Connection

World Connection is a provider of contact center services and solutions, including customer service, sales, technical support, back office, and consulting.

Supporting our clients is our what we live for. With a team of professionals on staff, we are dedicated to giving you timely and expert assistance. Our client support team receives continuous education on the latest services, technologies, procedures and analytical tools.

Our mission is to provide you with prompt and professional strategies that meet your needs, so you can focus on achieving your operational objectives.
 

About us - in 60 seconds!

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