RingCentral, inContact Partner on Contact Center
Real-time reporting capabilities are designed to help administrators monitor key metrics and improve call center efficiencies.RingCentral announced the launch of its Contact Center platform, which is powered by inContact, a provider of cloud contact center software. The solution is integrated with RingCentral Office and gives contact center agents the ability to engage customers through multiple channels, including voice, email, chat and SMS. Administrators have the ability to set up multi-channel, skills-based routing and advanced interactive voice response (IVR) capabilities with a visual call flow editor. In addition, real-time reporting capabilities are designed to help administrators monitor key metrics and improve call center efficiencies or identify areas for business performance improvement. “We spoke with many other cloud players in the space and we came to the conclusion after digging deep that inContact was the best fit for us. We also knew how complete inContact's solution is, given that we've been a customer of theirs for over four years," Marco Casalaina, vice president of contact center solutions for RingCentral, told eWEEK. “We have 500 RingCentral customer care agents on the inContact solution.
"Some companies are still getting over the hurdle of whether to use an on-premises contact center or move to a cloud-based contact center solution. Sure, voice is still a driving force in contact centers, but nowadays consumers want to communicate with businesses in multiple ways," Casalaina said.