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Engage Voice | Intro to the platform

The platform offers a cloud-based CCaaS (Contact Center as a Service) model that users can customize to fit their unique needs. Our primary goal is to provide contact centers with the best tools possible to help users shape and grow their business.
 
As a result, we build our products with our end-users in mind, serving inbound, outbound, and blended contact centers with voice, chat, and analytics tools. These come packaged within an agent and supervisor interface (Agent), an admin interface (Admin), and an analytics interface (Analytics) used for tracking, monitoring, and analyzing contact center activities.

Our infrastructure

As a cloud-based provider, our main priority is to ensure uninterrupted contact center services. To achieve this, we've partnered with the most secure and reliable web service platform in the industry.
 
We've also built an open RESTful API (application programming interface) that gives you access to the information and functionalities you need, however you choose to use them.

Our services

  • Agent: An agent interface with inbound, outbound, and blended voice and live chat capabilities, a built-in softphone, internal chat services, agent scripts, callback tools, agent stats, and supervisor monitoring and coaching tools
  • Admin: An administrator interface with configuration tools for inbound call routing, agent scripting, outbound dialing, IVR services, and live inbound and outbound customer chats
  • Analytics: An analytics interface with reporting tools that offer insight into contact center activities via historical reporting, scheduled reports, and customizable real-time reporting dashboards

Our tools

Within these services, you can find a wealth of supporting features and tools. Below you'll find
some of the main products and features our voice, chat, and analytics services offer.

Script Studio

Use Script Studio (via the admin interface) to create dynamic scripts for your agents with features like tagging, script branching options based on previous variables, and integrated web services. Script Studio uses drag-and-drop tools that offer a variety of configuration options, from embedding an external site directly into your script to inserting a custom knowledge base that helps agents share canned responses with leads and customers.
 
Scripts can be used for inbound and outbound voice calling as well as live agent chat. And for those who know JavaScript, the option is available to customize your scripts as much as you like via built-in JavaScript editors that allow for full script manipulation and implementation of complex configurations.
 
The system is designed to make scripting intuitive and accessible to users of varying skill levels, and you’ll always have access to your Customer Success Manager (CSM) if you have any questions after the implementation team has guided you through the basics of agent scripting.
 
If, however, you prefer a more hands-off approach, our Professional Services team is available to assist you in designing and implementing your custom script. Contact your CSM for more details on our professional services.

IVR Studio

IVR Studio contains straightforward drag-and-drop tools to build simple and complex Interactive Voice Response (IVR) systems. Guide your customers through dynamic routing paths, collect or share information, and/or connect customers to live agents using voice recognition and touch-tone signaling. 
 
Web service integration tools allow you to configure your IVRs to retrieve and update information in linked or external databases, CRMs (customer relationship management systems), CMSs (content management systems), and more.
 
As with Script Studio, those with JavaScript knowledge also have the option to customize IVRs to any degree via built-in JavaScript editors. This option can be especially helpful for those who require more complex and custom builds and integrations.

Routing

The Routing section allows you to set up and configure inbound calls and workflows. We offer Automatic Call Distribution (ACD) software that can simultaneously route multiple incoming calls to predetermined agents or destinations. Inbound call routing can be based on agent skills, language, ranking systems, schedules, and more. 
 
Integrate your inbound queues with your external databases and CRM systems, and configure the agent desktop to display caller information. Both scripting and IVR systems are available for inbound calling, along with cloud routing and number tracking systems.

Dialing

The Dialing section provides settings for configuring outbound calls, whether these calls are dialed by an agent or one of our dialers. Here, you can choose from multiple dialers and find supporting tools like quota management for campaigns, integrations with your existing systems, and even custom fields for lead management. IVR systems and agent scripting services are also available for outbound campaigns.
 
Our dialers include the following:
  • Predictive: This dialer does the dialing for agents, calling multiple numbers simultaneously using advanced (configurable) algorithms. When a call connects, it’s immediately routed to the appropriate available agent
  • Preview: This dialer allows agents to study lead information like call history, customer preferences, and account notes before placing calls. Once the agent is ready, they can simply click a button to dial the lead. This option also supports multiple phone numbers per lead
  • Progressive: A combination of preview and predictive dialing, Progressive mode lets agents view customer information for a predetermined amount of time before a call is dialed. The system then dials the numbers for them, increasing agent efficiency and performance
  • Manual: Make manual calls from within the platform with access to tools like scripts, call transferring, queue mapping, and more. This dialing mode refers to a dial pad that is available within the agent interface for ad hoc dialing. You can choose to configure this dialer to link to your existing queue or campaign tools and settings, or you can allow agents to make ad hoc calls without tying those calls into your existing tools and services

ManualDial

If an automatic dialing system is not appropriate for your needs and you would like to explore a human intervention-based system, we offer a standalone product called ManualDial that can help address those needs. 

Chat

You can place chat widgets on any — or multiple — webpages and sites to help you assist customers in real time. Both inbound and outbound SMS and MMS chats are fully supported. You can even configure your agent chat settings to include a blended option, where agents can take both chats and calls at the same time.
 
You can also choose options like number of chats per agent, routing rules, and agent skill profiles. Like inbound queues, chat queues are highly customizable and offer a suite of scheduling and chat routing options.

Analytics

Our analytics tools include dashboards for real-time reporting and historical reporting.
  • Real-time reporting: Customizable dashboards are available in the Analytics interface as well as at the agent and supervisor levels. Agents can use dashboards to see their own stats, while supervisors can use specialized dashboards to monitor and coach agents in all channels. Meanwhile, admins can configure their own dashboards to keep track of metrics, goals, and SLAs (service-level agreements)
  • Scheduled reports: Access a comprehensive inventory of standard scheduled reports to track metrics over time. Scheduled reports can track metrics like KPIs (key performance indicators) and SLAs over days, months, and even years
  • Historical reporting: Access historial dashboards and the Analytical Designer in order to create visual reports and performance metrics based on information collected from your contact center’s operation

How they all work together

Now that you have an understanding of our infrastructure, services, and tools, let’s give some context on their interactions from a bird’s-eye view.
 
First, admins work behind the scenes with a dedicated team of implementation specialists we provide to help set up each customer’s contact center in our platform. Together, they work on the basics, setting up routing rules for inbound calls and chats, configuring IVR systems with custom audio clips and DTMF (dual-tone multi-frequency signaling) options, and enabling compliance-supporting settings for campaigns.
 
Once the system is configured, it’s ready to go live. Agents and supervisors can log into the agent interface and see exactly the information and tools their administrator wants them to see. Inbound calls and chats begin arriving and outbound calls are dialed by agents and/or dialers from within the system. All of these connections are instantly routed through the ‘core layer’ of the platform.
 
The ‘core layer’ refers to all the settings administrators have already configured in Admin. These settings are instantly applied to incoming and outgoing calls and chats, which are then immediately dispatched to their appropriate destinations.
 
Now agents can begin speaking with leads and customers, referring to dynamic, interactive scripts their admins have prepared for them. These scripts can range from the simple — a few lines or pages of text — to the complex, from radio button selections to API-integrated databases and programs posting and pushing information to multiple servers in real time.
 
The system collects, shares, and receives customer and call/chat information, and agents can make notes on all of it. This can be done both during their interactions with leads and customers and after the fact, via configurable dispositions that can be used to track call and chat information and outcomes for reporting purposes.
 
Throughout these calls and chats, all this information, data, and metadata makes its way to the analytics interface, where it’s stored for future, deeper analysis via historical reporting and/or distributed to various real-time reporting applications throughout the system for instant analysis. 
 
Agents get to keep an eye on their own progress with real-time agent stats displayed via their dedicated interface, and supervisors can monitor and guide agent progress via configurable real-time agent stat tables and coaching tools like whisper coaching. 
 
Admins and owners get their own real-time reporting dashboards in the analytics interface, used for monitoring all daily call center activities, from the macro to the micro level. And at the end of the hour, day, week, or year, admins can create, download, and analyze scheduled reports to follow the metrics and data most important to them.
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