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Operating and managing a contact center can be challenging for businesses of any size. Customers’ expectations are at an all-time high, so much so that they want brands to know them better than they know themselves, including anticipating and addressing their needs and issues even before they arise.

They expect a smooth, seamless, consistent, easy, contextually relevant, and personalized experience (and more) – via the channel of their preference – at every touchpoint, during every interaction. These expectations must be met by both B2C and B2B businesses, large and small. Keeping up with these expectations is necessary for businesses to survive.

The contact center is a pivotal touchpoint in the customer journey. It’s often the primary channel used by customers to interact with your company. Given that, it’s critical that the experience is simple and effortless – and meets all of their expectations.

What does this mean for the contact center leader?

  • Customers’ expectations are high, but patience is not, so leveraging technology to simplify the experience is more important than ever before.
  • Better insights are needed to improve not only operational efficiency but also employee and customer experiences. A better employee experience leads to a better customer experience.
  • Agents must have the right tools to be efficient and productive — without requiring significant training on how to use them.
How Can AI Help?

The intersection of artificial intelligence (AI) and customer experience is reshaping how brands do business – including how they deliver a better employee experience and customer experience.

Using AI in the contact center means you can address the three points made above because you’ve got features and functionality in your contact center platform that allow you to make data-driven decisions, streamline workflows, ensure that the right data gets to the right people at the right time/channel so agents can deliver a more contextualized experience, improve cost controls with increased forecasting accuracy and reduced labor waste, increase agent efficiency with on-screen prompts and recommended responses, prioritize cases, predict and proactively address issues, offer personalized recommendations, automate processes, match and route customers to the right resources, automatically populate case fields, assist agents in finding answers to complex questions more quickly, predict when customers might churn and prescribe next best actions, orchestrate the journey, and so much more.

But for resource-constrained businesses, these capabilities are often out of reach. Financially and logistically, they are a no-go.

A New Solution

In comes RingCentral with a new offering that fills that gap: RingCX. It’s an all-inclusive, AI-powered omnichannel contact center solution that checks all the boxes at a compelling price point for businesses of all sizes – but with all the features and functionality you would expect from an enterprise solution, without complexity or difficulty in getting (and keeping) the solution up and running.

According to Srini Raghavan, RingCentral’s Chief Product Officer, “RingCX fills a gap in the market for an all-inclusive contact center solution that has the digital channels, voice, video, and AI that businesses need as they transition to a new generation of contact centers that power smarter customer experiences. RingCX flexes with the business, allowing decision-makers to adopt capabilities and evolve their experience, on their timeline – with rapid deployment in days, not weeks or months.”

Why RingCX?

As a contact center solution, RingCX resonates with customers because…

  • It is AI-first. A variety of AI-driven capabilities help customers and contact center employees before, during, and after interactions. This helps the business run more efficiently with intelligent virtual agents for customers, real-time guidance for agents, and automated scoring and insights for supervisors.
  • It has rich omnichannel capabilities. RingCX seamlessly brings together voice, video, and digital channels so customers can easily engage in their channels of choice, and agents have full context to the customer journey and interaction history.
  • It is disruptively packaged and priced. With voice, video, 20+ digital channels, real-time AI summaries, and unlimited domestic inbound and outbound minutes, RingCX is attractively priced at $65 per agent per month, providing predictable monthly costs.
  • It is easy to use. It has all of the capabilities you need without the expense and complexity of traditional contact center solutions – in one unified, easy-to-use interface.
  • It is easy to deploy. Intuitive set-up gives you the ability to get started in a matter of days, not weeks.

As you read through that list, I’m sure you tied those features and benefits back to the three bullet points I made earlier, helping leaders make smarter decisions both operationally and experience-wise.

Here’s a sneak peek at RingCX:

Having the right tools in place to deliver a seamless and consistent experience leads to better outcomes for the customer and for the business: higher customer satisfaction and loyalty. It’s well known that satisfied customers are more likely to return and recommend the brand to others. From an operational perspective, designing and delivering a consistent experience streamlines operations and reduces the time agents spend resolving issues. That’s a win-win-win all around.

The playing field is poised to become a lot more competitive, and businesses that don’t deploy AI and data to help them innovate in everything they do will be at a disadvantage. ~ Paul Daugherty, chief technology and innovation officer, Accenture

ABOUT ANNETTE

Annette Franz is an internationally recognized customer experience thought leader, coach, speaker, and author. In 2019, she published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business); it’s available on Amazon in both paperback and Kindle formats. In 2022, she published her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business [Advantage|ForbesBooks], which is available to purchase on Amazon, Books A Million!, Target, Barnes & Noble, and thousands of other outlets around the world! Sign up for our newsletter for updates, insights, and other great content that you can use to up your EX and CX game.

Image courtesy of Adobe Firefly.