4. Customer Experience Matters
59%
of customers
say tailored engagement
based on past interactions
is very important to winning
their business
70%
of customers
say service agents who are
aware of sales interactions
are very important to
keeping their business
80%
of customers
say the experience a
company provides is as
important as its
products/services
Business Buyers
Consumers
• “89% of companies now expect to compete mostly on
the basis of customer experience.”
— GARTNER RESEARCH
6. CONFIDENTIAL
2
1 3 4
AI Customer
Assistant
Leverage virtual assistants
and chatbots to serve
transactional and
informational requests,
allowing the agents to focus
on complex requests.
Improve Operational Efficiency, CX & EX with AI
AI empowered
agents
Leveraging real time
analytics during the calls,
agents will receive real time
insights in context to
sentiment as well as relevant
information to assist the
customer.
AI Routing*
AI and machine learning for
routing will enable callers to
be matched to best suited
agents leveraging predictive,
behavioral routing.
AI Quality
Utilizing AI in Quality
management will enable you
to target the right contacts to
evaluate rather than
randomly selecting contacts
based on sentiment and
other key attributes that are
important to your org.
7. CONFIDENTIAL
2
1 3 4
Higher Open Rate
SMS Open rate is 98% vs.
Email Open rate of 22% on
average
Delight Your Customers through SMS Proactive
Notifications
Faster Open Rate
On average, SMS is read
within 3 minutes of receipt
vs. email that is read within
384 minutes
Decrease Customer
Inquiries
Decrease inquiries to your
contact center by offering
proactive notifications and
transparency when deliveries
are delayed as well as
immediately upon delivery
Increase CSAT
Messaging conversations
lead to higher CSAT scores
(92+%)
Personalization – Using individualized attention to drive emotional connection
Time & Effort – Minimizing customer effort and creating frictionless process
Resolution – turn a disappointing experience into a great one
Integrity – trustworthy
Expectations – Managing meeting and exceeding expectations
Empathy – Understanding customer circumstances
“89% of companies now expect to compete mostly on the basis of customer experience.”— GARTNER RESEARCH
The following factors can affect an employer’s ability to retain employees:
• Lack of training and development opportunities for new hires
• Poor communication between management and staff members
• Unclear job descriptions that do not clearly define responsibilities
• Inadequate staffing levels to cover the workload.
• A lack of recognition by managers when their work is done well
• An inability to provide feedback on performance issues
• The need for more flexible working hours
• High turnover costs associated with hiring and firing workers
Integrate your CRM with your contact center platform
Use data directed and predictive routing to anticipate why customers are contacting you
Provide an omnichannel experience and communicated with customers in their desired channel - easily connecting the conversation if elevation is needed
Provide proactive notifications to provide updates & reminders
Provide AI-infused omnichannel self-service (IVR, bots)
Provide an option to request a callback when there is a wait time in queue
Provide high voice quality to ensure a clear connection when a customer decides to call
RingCentral offers dynamic end to end encryption for the application, web browser and calls - both 1:1 and group calls.
RingCentral ensures data privacy & compliance HIPAA, PCI, HITrust compliant available in 44 countries
RingCentral provides TCPA compliant outbound dialing solutions