RingCentral Pulse provides intelligent bots that monitor critical call center metrics in real time and provide automated alerts and notifications to stakeholders directly into RingCentral Glip messaging teams. This will enable companies to deliver superior quality service to their customers.
In addition, agent groups in the contact center automatically have corresponding teams in RingCentral Glip to enlist help of other agents and experts in the enterprise to improve response times.
“We’re pioneering a new approach to customer engagement and giving companies a better way to serve their customers that goes beyond the traditional contact center,” said Jim Dvorkin, SVP of Contact Center at RingCentral.
Blair Pleasant, president and principal analyst for COMMfusion, said: “By integrating the power of cloud-based unified communications, team messaging, and collaboration into the contact center, RingCentral enables businesses to better serve customer needs in a faster and more flexible way.”
RingCentral will conduct demo Pulse for Contact Center beta at Enterprise Connect 2018 in Orlando, Florida, from March 12–15.
RingCentral also launched its RingCentral Meetings solution delivering team messaging, online meetings, video conferencing, screen-sharing, and task management in a single solution.
Frost & Sullivan says total video conferencing market is expected to reach $11.7 billion by 2021, with rapid adoption coming from next-generation devices and cloud services that will extend the reach to a broad set of users.
“User demand for web meetings and team collaboration solutions is booming, and it’s a smart move by RingCentral to combine the two capabilities for increased user productivity,” said Roopam Jain, industry director of Collaboration Technologies at Frost & Sullivan.
RingCentral is offering Meetings in three tiers: Free, Essentials for $14.99 per user per month, and Advanced editions for $19.99 per user per month.