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Introduction to RingCentral Office®
COLLABORATIVE
COMMUNICATIONS
Outbound/Blended
Customer Engagement
Digital
Customer
Engagement
Contact
Center
Video and
Meetings
Team
Messaging
Cloud PBX
2 | © 2019 RingCentral, Inc. All rights reserved.
COLLABORATIVE
COMMUNICATIONS
Video and
Meetings
Team
Messaging
Cloud PBX
UCaaS portfolio
3 | © 2019 RingCentral, Inc. All rights reserved.
Digital transformation in delivery of music
The cloud changes everything
Technology
Ubiquitous connectivity
New generation
Globalized workforce
Millennials will comprise 50 percent of the workforce worldwide, while Gen Z will make up 20 percent.
By the year
2020
New generations, different work styles
Fragmented communications
Source: Based on a global survey of 2,000 knowledge workers by Cite Research, January 2018
of workers say their communications
volume is a challenge.
70%Email Phone
callsTeam
messagingText Social media
postsAudio
conferencecalls
Videoconference
calls
54%
44%
32%29%
16%13%
11%
App overload in the workplace
Average number of communication apps
Times per hour that workers toggle between apps
Days wasted per year by workers
4 10 32
Source: Based on a global survey of 2,000 knowledge workers by Cite Research, January 2018
Today’s digital business
END USERS IT
Easy to use Easy to deploy and manage
END USERS IT
Easy to use Easy to deploy and manage
A unified experience integrating:
• Cloud PBX
• Team messaging
• Video meetings
RingCentral
Enterprise voice
Initiate a voice call from chat.
Unified and instant collaboration
Team messaging capabilities
Collaborate and share files in real time.
Unified and instant collaboration
Video meetings
Easily promote to online meetings.
Unified and instant collaboration
Estelle Ellis Pauline Blair
Sara Bennett Steve Port
END USERS IT
Easy to use Easy to deploy and manage
Instant, anywhere management
Built on a global footprint
RingCentral Global Office countries
RingCentral IVN countries
* India and China via gateway solution
RingCentral data centers
Global coverage
Emergency calling services
Regulatory compliance
Direct peering with more than 45 carriers and
200 ISPs
17 data centers around the world
Enhanced quality of service analytics
• Monitor call quality & trends
• Real-time dashboards
• Zero in on potential issues
10,000+developers
1,000+ integrations
RingCentral Connect Platform™
App Gallery
END USERS IT
Easy to use Easy to deploy and manage
QoS analytics is a market differentiator; it’s enabled our network team to quickly drill down into real-time conversations whereas network engineers would take two days to compile data…”
David Baker
SVP and CEO
GOAL:
• Reliability
• Quality of service
• HIPAA compliance
• Open platform
SOLUTION:
• RingCentral Glip, Phone™, Fax®, Meetings™, Rooms™
• RingCentral quality of service (QoS)
• Integrations: Box, Salesforce, Office 365, Okta
Faster in room meeting start times
OUTCOMES
QoS analytics in real-time dashboard display
Increased efficiency with team collaboration
Next Steps
• Stay and learn more about RingCentral’s products
• Get a personalized demo at the booth
Thank you
Transforming the way we engage with customers
CHALLENGES
• Very traditional – mail order catalogue
• Digital transformation in 2014
• Started working with RingCentral Engage early 2018 to be available on new digital channels and better manage existing ones
3Kemployees
10Mcustomers
1837founded
Retail
ENGAGE PRODUCTSLive-Chat, Messaging, Social
OUTCOMES
Available on 6 digital channels (Social, Chat, Messaging)
50% of all conversations over messaging
One of the first brands available on Apple Business Chat since October 2018 (25% of all conversations within a month)
~20K Conversations monthly
“Messaging is a good alternative to social media. It enables direct exchanges, more human contacts and a closer relationship with our customers.”Marine Vannier
Customer Service Project Manager
Engaging with younger generations
CHALLENGES
• New digital brand launched in 2018
• No call, no voice, digital only
• Need to manage multiple digital channels efficiently with limited manpower and high response speed
3.2Bannual sales
2.2Mcustomers
6.5Kemployees
Telecom Operator
ENGAGE PRODUCTSEmail, Live-Chat, Messaging, Social, Reviews
OUTCOMES
6 families of channels (social, messaging, in-app messaging, live-chat, email, community)
130 000 messages a month
50% productivity increase (from 4 to 6 messages /hour /agent)
Deployed in just 30 days
“My dream was to have just one tool to use for customer interactions and regrouping channels. RingCentral Engage provided me with a unified platform that is so easy to use, it must have been created by a CSR.”
Pascal Landré
Director Customer Relationships
Every customer interaction matters
Teleperformance Presentation at Salon Strategie Client 2018, Paris
Hasn’t
contacted
support
1 2 3 4 5 6 7 8+
31% 32% 33%
39%44%
48%55% 55%
71%
The impact of digital interactions on your Net Promoter Score (NPS)
Channels
%
Collaborative
Communications
Contact Center Video & meetings
Cloud PBX
Team messagingEngage Digital
Engage Outbound
Delivering on the Vision of Collaborative CommunicationsUpdate version of chart - old