Digital First Omnichannel

Secure Public Form
 
Agents will be able to generate and send a form to a customer using a secure link. When the customer completes the form, the agent will receive a notification.
 
This functionality will need to be turned on by an administrator.
Customer Request X UI Change Future Enablement X
Cloud Storage for Digital File Attachments
 
Your organization's Digital First Omnichannel file attachments will be stored in the cloud. You will be able to configure life cycle rules for your organization's file attachments after the feature is enabled on your tenant. Only new file attachments that enter the system after the feature is enabled on your tenant will be stored in the cloud. File attachments will have a maximum size of 20 MB. This functionality will be billable. 
Customer Request X UI Change X Future Enablement
Auto Launch Studio Script Configuration Option on Channel
 
You will be able to configure your Digital First Omnichannel channels to launch a Contact Center Studio script when the channel receives a new inbound contact. You will be able to configure this feature on a per-channel basis and select from the available digital scripts. This will allow you to customize Digital First Omnichannel channels. For example, you could integrate with bots, deliver screen pops when the case is delivered to an agent, or save CRM data into the customer card. 
Customer Request X UI Change X Future Enablement X
Integrate Scripting into Live Chat and Chat Messaging Channels
 
You will be able to use a new Studio action, AskCaller, to integrate scripting into your Digital First Omnichannel live chat and chat messaging channels. This new AskCaller action is for digital script types and is separate from the existing AskCaller action for Chat script types. Digital scripts must be created and implemented by RingCentral. This will give you greater flexibility for your digital chat channels, allowing you to integrate these channels with Virtual Agent Hub or for an IVR selection experience. 
Customer Request X UI Change X Future Enablement X
Allow Agents Using MAX to Accept or Reject Contacts 
 
You will be able to configure Digital First Omnichannel so that your agents will be able to accept or reject interactions before the contact is assigned to them. You will be able to use the Present Agent with Accept/Reject checkbox at each queue and skill level to turn this on or off. If your organization allows your agents to accept or reject omnichannel contacts, this feature will allow you to give your agents the same choice when working with contacts in Digital First Omnichannel. 
Customer Request X UI Change Future Enablement X
Populate Enlighten AI Routing Data in Customer Card
 
If you use Enlighten AI Routing with Contact Center, Digital First Omnichannel customer cards will include data from Enlighten AI Routing. The data will be included in customer cards using Digital First Omnichannel custom fields that will automatically be created. . This feature will require that your organization also have Enlighten AI Routing. This will allow your agents to better serve your customers using the data provided to them from Enlighten. 
 
Agents will see a new field on their customer card to display data pulled from Enlighten AI Routing.
 
This will provide administrators and agents with details on how to better serve their customers.
Customer Request X UI Change Future Enablement X
Digital First Omnichannel Admin Portal Functions Moved to Contact Center
 
All Digital First Omnichannel administrator functions will be moved from the Digital First Omnichannel admin portal into the Contact Center platform. A new menu item will be added to the Contact Center ACD application for DFO. The following pages will be moving: 
Old Location New Location
Account > SLA  ACD > DFO > SLA
Account > Business Hours ACD > DFO > Hours of Operation
Account > Custom Fields ACD > DFO > Custom Fields
Routing > General ACD > DFO > Routing
Routing > Queues ACD > DFO > Routing Queues
Channels > All Channels ACD > DFO > Points of Contact Digital
Channels > Channel Integrations ACD > DFO > Bring Your Own Channel
Users > Roles ACD > DFO > Roles
Tags > Tags ACD > DFO > Tags
Knowledge Base > Quick Responses ACD > DFO > Quick Responses
Forms  ACD > DFO > Forms
Satisfaction Surveys > General ACD > DFO > Satisfaction Surveys
The Reports pages will not be moving. They will still be accessible from the Launch Digital menu in the upper right corner of the Contact Center platform for users with permissions to access them. 
Customer Request X UI Change Future Enablement X
Digital First Omnichannel Pages Show Pagination 
 
Digital First Omnichannel settings pages will be displayed in multiple shorter pages instead of a single long page. The bottom of each page will display pagination options to aid you in navigating between pages. This will allow the Digital First Omnichannel admin interface to be more user-friendly as your organization adds more agents. 
Customer Request X UI Change Future Enablement X
Email Service Connection with Digital First Omnichannel
 
A configuration in the email service will allow emails to route either via the existing ACD integration or the digital inbox. This configuration is at the tenant level and will work for both inbound and outbound emails.
Customer Request X UI Change X Future Enablement X
Secure Payment
 
You will be able to configure a Stripe account to enable agents to send payment requests to a customer. Once the customer has paid, the agent receives a notification. This will expand the options your organization has for collecting payments from your contacts. 
Customer Request X UI Change Future Enablement X
Appointment Scheduling
 
Your customers will have the ability to make reservations for appointments with your agents. You will be able to assign agents to services, then customers will make appointments based on the service they require. You will be able to determine availability of meetings by service type, meeting length, meeting day, and so on.
Customer Request X UI Change Future Enablement X
WhatsApp: Template Enhancements
 
WhatsApp messages will be able to include media, headers and footers, quick-reply buttons, and more formatting features.
Customer Request X UI Change X Future Enablement X
New Channel: Microsoft Teams
 
Digital First Omnichannel will support a new messaging channel, Microsoft Teams. This channel will allow customers to contact your organization via messaging from Teams. 
Customer Request X UI Change X Future Enablement X
New Channel: Slack
 
Digital First Omnichannel will support a new collaboration channel, Slack. This channel will allow customers to contact your organization via messaging from Slack.
Customer Request X UI Change X Future Enablement X
Digital First Omnichannel Chat Enhancements
 
The Fall 2021 release will introduce a number of chat channel enhancements for chats that are routed through the digital inbox. These include:
  • Chat window customization—You will be able to use custom CSS and Javascript when configuring the chat window to provide the look and feel that meets your business needs.
  • User tracking—A new tracking tool will enable you to collect data on customer behavior, as well as use CRM data to trigger actions like proactively starting a chat, launching pop-ups in an existing chat, and so on.
  • Proactive triggers and conditions—You will be able to configure custom triggers and conditions that govern when a chat is proactively offered to your web visitors. This can result in better conversion rates and CSAT for your site.
  • Personalized welcome messages—You will be able to create personalized messages that welcome a contact to initiate a chat from your proactive chat offering.
  • Custom HTML pop-ups—You will be able to use your own custom HTML to design proactive pop-ups that suggest a chat to web visitors. This will allow you to tailor the look and feel of your messaging to meet your company needs.
Customer Request X UI Change Future Enablement X

Feedback Management

These features are scheduled for release in October, 2021.
Send Email Invitations During Polling Windows
 
The survey polling window feature that's currently available for SMS and IVR will soon include email. You will be able to schedule a day and time for survey invitation emails to send based on rules you choose. The system checks the rules for each individual contact. For example, you can choose the best day and time to send an email to each contact based on their region.
This can help ensure contacts receive survey invitations when they are more likely to take a survey.
Customer Request UI Change Future Enablement X
Automated User Updates
 
Currently, you can upload user files to the application to update your users' settings. These settings include the user status, permissions, and hierarchical data access. Soon, you will be able to automate your bulk user updates by dropping the user file onto a server using SFTP.
 
You will also be able to use the SFTP user update file drop to change a user's role. Currently, the manual user file upload only allows you to add additional roles for users.
 
Currently, the manual user file upload only allows you to add more hierarchy nodes for users. With this release, you will be able to use keywords to update a user's hierarchy via file upload:
  • -96 will assign the hierarchy root node to a user.
  • -2 will remove all the hierarchy nodes assigned to a user.
Anything that was available in the manual upload feature, including these new keywords, will be available for the new SFTP drop.
Customer Request UI Change Future Enablement X
RingCentral Contact Center Look and Feel
 
Feedback Management will align to the RingCentral Contact Center styles. This provides your users who use other Contact Center applications with a unified experience. This update has no functional changes, but you will see a new color palette and new icons.
Customer Request X UI Change X Future Enablement
Right-to-Left Language Support for Modern Surveys
 
Recently, Feedback Management has offered a new, modern survey experience. Soon, modern surveys will support right-to-left languages. This includes Hebrew, Arabic, and Urdu. It will enable more users to use the modern surveys.
Customer Request UI Change X Future Enablement X

IEX WFM Integrated

Time Off Preference for Agent Webstation
 
Agents will be able to select a different time zone from the MU default in their My Account settings. This allows agents in a different time zone to view their schedules and other information such as reminders in their own time.
Customer Request X UI Change Future Enablement X
Automated Wait List in Time Off Manager
 
The Automated Wait List will manage the time off wait list for you. This means that you and your supervisors will no longer need to manually approve and manage the wait list. You will specify the rules for agents' time off requests. Any requests that are placed on the wait list will be managed by the automated manager.
Customer Request X UI Change Future Enablement X

Interaction Analytics

New Digital Channels
 
Users will be able to analyze interactions in Viber™ and in custom channels created with the Bring Your Own Channel feature in Digital First Omnichannel. The new channels will offer the same functionality as all other channels. This further strengthens support for digital engagement and enables users to rely on a single tool for their data analysis needs. Users must have both Interaction Analytics and Digital First Omnichannel to take advantage of this feature.
Customer Request X UI Change X Future Enablement X
Selectable Highlighting
 
With the Fall 2021 release, users will be able to customize which annotations are highlighted. They will also be able to turn off highlighting they don't find helpful. Highlighted selections will persist for the transcript across logged-in sessions and for all users.
Customer Request X UI Change Future Enablement X
Corrections/Ignored Phrases Enhancement
 
Users will be able to apply multiple corrected words or phrases, and multiple ignored phrases, while working in a transcript. Currently, users must leave the transcript and go to the Corrections or Ignored Phrases pages to make these types of changes. This new feature will make it faster and easier to analyze transcripts. 
Customer Request UI Change X Future Enablement X
New Workspace Template
 
New Interaction Analytics customers will now have a thoughtfully pre-configured workspace template they can use right out of the box. This template will include widgets with different data for common use cases. It will require little to no customization. This will give new customers a head-start on getting the most benefit from Interaction Analytics. 
Customer Request X UI Change X Future Enablement X
Interactions Enhancements
 
Users will be able to reorganize their view of interactions to better meet their needs. They will be able to select which columns are visible and change the order of the columns in the display. These changes will be available both when users drill down to view interactions and when they use the Interactions Widget. Changes will persist if the user changes browsers or computers.
Customer Request X UI Change X Future Enablement X