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Engage Digital | Intro to Engage Digital

Engage Digital offers a unified cloud-based model that you can customize for your digital contact center strategy. It centralizes the social media, email, and web chat messages to ensure operational efficiency, message traceability, and large-scale processing of all digital interactions. As a result, it provides your customer support team with the ability to respond to your customers from a variety of digital channels in a single digital contact center.
 
The platform is equipped with an agent and supervisor interface, an admin interface, and an analytics interface with tools used for tracking, monitoring, and analyzing contact center activities. Within these interfaces, you can find supporting features and tools that help your business provide efficient customer service.

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Engage Digital includes a variety of interfaces you might have access to, depending on your permissions. These interfaces include the following:
  • Agent: Agent interface with email, social media, live chat support and more. In addition, it is equipped with supervising and monitoring tools for your agents
  • Admin: Administrator interface which allows you to grant access and permissions to agents and supervisors with configuration tools for mailbox management and inbound and outbound message routing
  • Analytics: Analytics interface with reporting tools that offer insight into contact center activities via historical reporting, scheduled reports, and customizable reporting dashboards
Agents are the users who respond to customer messages from various digital channels that come into the platform. With this in mind, the agents first must have an account and the permissions to access the system.
 
Administrators must evaluate the roles and permissions granted for agents and supervisors. The admin configures the tools an agent can access, and this can range from creating mailbox folders, configuring channels from the various digital social media channels, and creating routing rules for messages that come into the platform. 
 
Once a role and permissions are assigned to an agent, they can start receiving tasks and managing messages efficiently. Agents are also provided with the right tools to easily organize messages and perform other action items.
 
In addition, admins can assign a supervisor role, which provides oversight on agent stats, team metrics, and monitoring capabilities. Finally, the analytics tools can also be used by agents, supervisors, and admins (if given the right permissions) to assess individual goals, performance, and contact center activities as a whole.

Key elements

Now let’s take a look at how it all works and discuss the key elements of the platform that deal with how messages come into your contact center.
 
Let’s start with channels. Channels are the different digital social media sources that are managed within the platform. A channel is associated with an account on a digital platform such as Twitter, Facebook, email, or webpage chat.
 
Once a customer sends a message to your contact center through one of those channels, messages are then routed to agents. You can use categorizations of messages to dispatch tasks to the agents most capable of handling the messages. Categories are labels assigned to messages that are handled on the platform. You can use categories to identify the message channel, to organize messages into folders, or for routing to agents. 
 
Similar to receiving messages in an email inbox, once messages are received, agents are now able to view these messages in their Inbox and Routing mode menu options. Please note that the Inbox and Routing mode are the two operational modes that an agent can use to respond to customer messages.
 
In Routing mode, the messages or digital interactions that are routed to agents follow a set of steps called a routing strategy. The workflow process for these messages is defined in that routing strategy and starts once an agent receives the message and ends when that interaction is completed or solved. 
 
Finally, the action items within Inbox and Routing mode are easily available for agents to help them become efficient in responding to customer messages. Action items also allow agents to categorize messages efficiently.
 
Now let’s take a closer look at each of the three interfaces, starting with the admin interface, where all the behind-the-scenes work takes place.

Admin

The admin platform is the interface admins use to configure all the settings for your digital contact center. As an administrator, you can begin by creating users you can designate as agents, supervisors, or administrators. 
 
Admin configurations include the roles and permissions assigned to users, the configuration of your social media channels, the categorization of messages handled on the platform, and the appearance and functionality of the mailbox folders that make up the agent interface. To learn more, visit Intro to Admin

Agent

The agent interface provides all the tools you need in a unified platform to juggle a wide variety of high volume messages from digital channels. You can switch instantly between digital channels to reply to your customers’ inquiries. 
 
All configurations for the agent interface are performed by administrators in the admin interface. Admins create and configure the functionality of the agent interface such as creating mailbox folders, configuring the routing of messages to agents, and setting agent permissions. 
 
As you handle these interactions, the agent interface offers several tools that enhance your experience. To learn more, visit Intro to Agent.

Analytics

Analytics refers to the real-time, historical, and custom reporting section of the platform in the form of dashboards, stats, and reports. It contains the quantitative and qualitative indicators most used in the field of customer relations.
 
Agents, supervisors, and admins can access the analytics reports and dashboards if they are given the permission. To learn more, visit Intro to Analytics.
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