How to Make Amazing Customer Experience Happen with RingCentral AI

Transforming customer experience is a multilegged journey that requires expert orchestration and a deep understanding of company-specific factors. While organizations face a range of customer experience management bottlenecks across geographies, industries and domains, we found the following four challenges to be most common.

1. Lack of customer insights

A limited view of customer priorities, needs and preferences makes it hard to understand what to transform. According to a Harvard Business Review study, a mere 16 percent of CX-driven organizations have a centralized view of their customers.

A general lack of customer insights can be attributed to a highly fragmented digital landscape. Today, customer touchpoints go beyond a website visit or a chatbot conversation. The same customer could interact with a brand over voice, text or digital in the same day. If these multimodal interactions are not captured, these insights can’t be gathered.

Additionally, the way customer datapoints are collected could also be incoherent. Different customer teams such as sales, marketing and customer service often profile customers separately without a centralized platform. This often leads to blind spots in customer insights. Having these data silos can prevent your teams from getting on the same page.

Hence, it's important to have a firm grip over the entire customer journey with cross-collaboration among teams. You need a holistic view of how customers discover, interact and purchase from your company.

Customer data analytics tools that report on each phase of the journey and readily integrate across departments can help build better customer insights. RingCX from RingCentral is one such platform that offers unified analytics across 20+ digital channels and can even integrate with other analytics platforms for improving visibility. This helps customer service teams get a detailed view of customer conversations.

2. Slow digital adoption

When did your organization last modernize its contact centre?  An Omdia study of CX professionals found that 47 percent view digital adoption in their business as “too slow.”

The reasons for slow digital adoption range from stringent stakeholder buy-in to reliance on legacy systems. A company-wide transformation is often a multistep process, which involves proofs of concept, convincing stakeholders, user validation and continuous training.

In the absence of a smooth transformation strategy, these initiatives are hard to get off the ground. Therefore, organizations can’t meet customer expectations and might lose market share to their more modern counterparts.

For such scenarios, organizations must start by modernizing smaller units of their digital front rather than making large digitization strides. They can select ready-to-integrate tools that work seamlessly with legacy backends without affecting performance. The adoption must follow an incremental progress plan as a part of a larger roadmap so that the ROI of each effort can be reported and justified.

3. Uncertain AI landscape

A report from Zendesk revealed that 68 percent of business executives plan to increase their AI investments. But AI is still seen through the lens of skepticism when it comes to customer-facing implementations.

Modern innovations such as generative AI chatbots and assistants across customer service have yet to mature. Companies don’t fully trust generative AI for advising customers on complex issues as there have been instances of misleading and false responses in the past.

On the other hand, there is significant adoption of AI in service agent assistance. Contact centres are actively experimenting with use cases for data summarization, reporting and in-call assist for agents.

RingCX and RingSense are two prominent AI-driven communication tools that provide security, customizability and optimized intelligence. As these tools have been implemented in real-life customer environments, there is growing trust in their effectiveness.

Both tools leverage AI for generating conversation insights from contact centre operations. Agents can access call summaries, sentiment analysis and quality scores that go a long way in helping them improve their performance.

4. Scattered CX technology stack

Centralizing and integrating software tools is a constant challenge for digital savvy organizations. The presence of multiple tools for facilitating customer self-service, telephony, analytics, ticketing, etc., can create barriers to agent performance and productivity.

It can be difficult for an organization to switch tools after using them for a long time. It's also difficult to bring together data from different tools into one place unless there's another option available.

One way to tackle this problem is to look for Unified Communications as a Service (UCaaS) solutions that bring scattered customer conversations under one roof. Instead of using a different tool for each channel, a UCaaS platform is a one-stop solution for voice, text, video and social media, which is easier to manage and track for agents.

RingCentral MVP is a leading example of a UCaaS platform that enables organizations to unify communications and build omnichannel experiences.

RingCentral is a cloud-based communication and collaboration provider that is breaking down silos for contact centres. It offers software products that enable businesses to deliver personalized and seamless customer experiences across multiple channels. With this, it helps businesses solve the problem of fragmented and siloed customer interactions, which can lead to customer dissatisfaction and churn.

As we mentioned before, RingCX and RingSense for Sales & Phone are two key innovations from RingCentral that bring AI to contact centres.

RingCX

RingCX is a native, AI-driven contact centre that centralizes several key aspects of modern customer communication.

Omnichannel by design, RingCX integrates voice, video, chat, email and social media into a single platform, allowing agents to communicate with customers and collaborate with colleagues from anywhere. It also provides advanced tools such as intelligent routing, workforce optimization, analytics and reporting to improve agent performance and customer satisfaction.

RingSense for Sales

This tool provides smarter analytics across contact centre operations with AI-driven capabilities.

RingSense for Sales uses AI to analyze phone conversations between sales reps and prospects and provide real-time feedback, actionable insights and personalized coaching. This helps sales teams to improve their performance and drive better revenue. For managers, it facilitates deep monitoring to improve team performance with comprehensive reports, quality scores and skills gap analysis for each sales representative.

RingCentral’s portfolio of collaboration tools facilitate communication across Microsoft Teams, webinars, events and frontline workers. The combined value proposition of RingCentral can be summarized in the following benefits for buyers.

Customer service agents struggle less, deliver more

Customer service agents want quick access to customer information without having to deal with multiple tools. RingCX makes it possible by centralizing communications across a variety of channels onto a single platform. At the same time, the native AI capabilities can analyze customer sentiment, intent and behaviour in real time to provide agents with smart recommendations. As a result, agents can improve their productivity and serve customers intuitively.   

It also comes with automatically generated call transcripts, summaries and insights that simplify the process of reviewing performance for agents.

Customers are delighted right where they are

Customers are looking for a consistent communication experience no matter what channel they use. RingCentral’s omnichannel approach makes it easy for agents to manage overarching conversations that often shuffle across platforms, enabling agents to continue the conversation with customers.

Whether a customer sends an email, fills out a service request form or initiates a voice call, service agents can respond from a single interface without losing context. Each conversation across channels is linked regardless the channel of choice. This way, customers don’t have to repeat their case and a quick resolution is easier than ever to facilitate.

Business gets better with each KPI

Contact centres and customer service teams need analytical prowess to close performance gaps. The following features by RingCentral can play a pivotal role in making this happen.

• RingCentral Analytics Portal: Access call tracking, reporting tools and view various KPIs related to your RingCentral services. Customize and share reports, analyze trends and patterns and identify areas for improvement using a web-based dashboard.
• RingCentral Performance Reports: View pre-built reports based on key performance indicators (KPIs) for RingCentral services such as call quality, service level, customer satisfaction and agent productivity. Filter, sort and export the data to compare agent performance with industry benchmarks.
• RingCentral RingSense: Leverage AI-powered capabilities that analyze customer sentiment, intent and behaviour in real time and provide agents with smart recommendations and insights to improve customer satisfaction and loyalty. Monitor agent performance and provide feedback and coaching.

With its RingCentral global platinum partner and certified delivery partner status, CDW helps your organization seamlessly transform customer experience and communications.

We enable our customers to get the best of RingCentral with our expert services, such as consultation, implementation, integration, support and optimization. Our team of certified RingCentral specialists walk customers through the design, deploy and manage phases of RingCentral solution implementation to help meet their unique requirements and goals.

We also offer pre-built integrations with popular applications like Salesforce, Microsoft Teams and Google Workspace, as well as custom development services for specific needs. With CDW and RingCentral, customers can enjoy a reliable, scalable and secure cloud communication solution that empowers their business with conversation intelligence.

The shift in customer expectations is fueling an industry-wide overhaul in the customer experience space. By modernizing your customer experience, you can realize the benefits of modern, centralized contact centres that bridge digital transformation gaps.

RingCentral emerges as a reliable option for organizations to streamline customer experience by empowering their customer service agents. CDW deeply collaborates with RingCentral to help chart smoother transformation journeys and modernize customer service operations with confidence.