RingCentral Engage: Connecting customer in digital ways

1. RingCentral Engage: Connecting customer in digital ways By Anirban Sen Chowdhary

2. RingCentral in today's world needs no introduction as it is one of the top communication leader which provides brilliant communication services over cloud via APIs. It includes services through SMS, MMS, FAX, Meeting etc. It transform the way businesses will communicate across different verticals in an organization.

3. With changing world where world has become more digitally advance and dependent on technology, different organisations are finding new digital ways to engage with their customer 24X7 and connect them through different digital medium for providing them more flawless services.

4. RingCentral uses different channels to connect with it's customers. With the introduction of RingCentral Engage Digital program which unifies all the digital conversations that the customer uses to communicate using different digital channels like WhatsApp, Facebook, Twitter, Chat, Instagram, Apple Business Chat etc.

5. This RingCentral Engage Digital program of RingCentral actually brings the concept of "DIGITAL CUSTOMER SERVICE" which is bringing revolution with more personal engagement with their customers digitally as it collect messages and connects it's customers from all digital channels and customers now can reach them on Facebook, Twitter, Emails and other channels.

6. The entire program is putting a single platform for the customers avoiding duplicated conversations between RingCentral and customers with single customer's profile that identifies the customer across different digital channels, be it Facebook, Twitter, Email, Chats or directly RingCentral customer service ticket. It's thus merging all the digital identity of a customer across the channel bringing easier experience with customers involved. It supports messaging for iOS and Android.

7. RingCentral using the AI technology efficiently and using it to assign incoming messages automatically to the right agents from customers. This smart routing process involving AI analyze the incoming messages filtered and categorized them to right agent based on message content, agent skill set, voice mail, data driven etc.

8. It also allowing the agent to integrate with their favorite application like CRM to store their data with RingCentral to satisfy their customer's expectation from them and improve their performance.

9. Features like Emails which manage large volumes of incoming mails can be tracked, processed, and controlled with the categorization of messages received and tools like Live Chat help to interact with customers in a live way. Chats basically provides real-time conversation between Agent and a customer.

10. RingCentral provides live chat widget to website that can help to communicate seamlessly with customers if integrated in web pages.For developers RingCentral provides SDK with various programming languages like Java. #C, Python, Ruby etc so that application can be build around the API and developers can build applications and connect and integrate whatever digital channels customers want around them.

11. Chatbots which are used by most of the organisation these days are also there as a part of this program to automate simple queries from customers and providing them a kind of virtual assistance to solve most common, simple issues quickly. RingCentral provides the ability to the developers to build these chatbots application with the SDK.

12. RingCentral providing Engage Digital APIs to build new applications, chatbots around it.This "Digital Engage" program currently a need of modern era of changing world which optimize the organisation man power with having better customer relationship with using modern technologies and platform improving service quality. It also helps to manage each customer profiles and their communication coming across different channels history easily and efficiently.

13. Thank You