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RingCentral Engage Digital REVIEW

Customer Support Software

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OUR SCORE 8.8

What is RingCentral Engage Digital?

RingCentral Engage Digital is an omni-channel digital customer communication management platform that unifies all your customer-facing channels, such as email, social media, and website. In a single platform, your agents can respond to customer inquiries coming from various channels through your social media, chat, website, forums, and mobile which are achieved using the system’s native connection. This unified management solution enables you to deliver quality customer service faster, streamline resources allocation, and ensure a smooth flow of communication even during peak periods.

When it comes to transitioning to the platform, your agents won’t spend too much time understanding the interface with its reasonable learning curve. Agents can focus on responding to customers as the system takes care of other crucial processes such as utilizing a global approach to agent allocation and resource management. By using this feature, you eliminate the need for guesswork in the amount of coverage required for each of your communication channels.

It also has a built-in CRM (customer relationship management) tool that consolidates all customer interactions from your digital channels. Using its digital identification module, the system recognizes a customer’s digital identity in various channels and syncs it to its customer profiles with ticket information to streamline the process. Furthermore, ICE, RingCentral Engage Digital’s proprietary machine learning engine, is a smart solution that recognizes up to 72 different languages and understands its content. It then places a customer inquiry in a specific category as per customer requirements.

It is an open platform. Users get a complete set of open APIs to connect the system with any tool they need ranging from BPM (business process management), BI (business intelligence), call solutions, CRM, and additional channels. Data is automatically exported from RingCentral Engage Digital through a seamless connection between the systems. You also get your hands on full customization of the platform such as adding buttons and windows as needed.

This IT project tool, unlike other systems, doesn’t take years to implement. The setup process is fast and accurate. In fact, the deployment only takes a few minutes. RingCentral Engage Digital is a SaaS app built as a complete solution for online customer service. With that, it has an array of modules such as RingCentral Engage Mobile, RingCentral Engage Chat, RingCentral Engage Mail, RingCentral Engage Social and RingCentral Engage Communities to deliver its solutions effectively.

Overview of RingCentral Engage Digital Benefits

RingCentral Engage Digital provides a unified digital management solution for your customer care channels. It offers a variety of benefits such as the following:

Optimized message-receiving process

When the centralized system receives inquiries coming from various channels, all messages are filtered to ensure they have routed the right and qualified agent based on their specialties, skills, and languages. Referred to as tailored triage by the platform, you can define your own criteria and set your own rules to qualify customer messages in different categories. Spam messages are filtered automatically so your agents won’t be distracted and, instead, focus on important messages.

Dedicated workspace for agents

Agents get a dedicated workspace to process incoming messages efficiently. Queue management lets you define business rules to know your priorities and guide agents on which messages to handle first. Setting SLAs (service level agreements) also lets you determine response time which, in turn, streamlines the message prioritization process.

For instance, you may want to prioritize messages from customers, content (based on keywords), and channel (chat, social media, email, website). If an agent is unavailable or lacks the expertise for a certain inquiry, you can set escalation rules to forward pending messages to the right team or agent. To make sure everyone is on the same page, desktop notifications are sent even when a relevant window is closed.

Customer management solution

Regardless of the channel used by your customer, all your conversations are saved to keep track of your history. Digital identities from various channels are aggregated into a single customer record. Knowing if the customer has reached out in the past in which channel and whether you have resolved their issue can help you provide the right response and approach to handling the situation.

The customer record can be accessed through a single click to immediately give you complete visibility of customer information such as profiles, conversation history, and channels used. To leverage this solution, you can also integrate the tool with your existing CRM with its provided web services and plug-ins.

Expedite response speed

The platform’s reply-assistant tool enables you to compose a sentence once and when the agent starts typing the same sentence, the rest of the sentence will automatically appear to save time. You can also prepare automatic responses that are tailored to specific issues. To avoid typo errors that can tarnish your brand’s reputation, a spellchecker is provided as well. All messages, including ones that come from various channels, that are related to a single ticket is aggregated to stay on top of it even when they are handled by different agents in multiple exchanges in a couple of days.

Agent supervision

You can optimize your team’s workload through message queues and manual forwarding to the right agent. Monitoring your agents in real-time is also possible to see a summary of their activities in the dashboard and even view their screens in real time. This lets you guide or help them in their conversations or take over in replying as necessary. Supervisors can also set validation rules before your agent’s response is sent automatically. In case there’s no rule defined, agents may select the option to validate with the manager before hitting send.

Monitor results

Specifically designed for customer relations, you can measure and monitor the effectiveness of your digital channels using key indicators. If you want to gather data about your activity, you can easily gather data on the number of messages you received and the type of message during a specific period of time. To measure the quality of your responses, you can ask feedback from your customers through automatically sent questionnaires once the ticket is closed. This can help you determine which strategies you are doing good and which ones you need to improve on to increase customer satisfaction.

Overview of RingCentral Engage Digital Features

  • Omni-Digital Platform
  • Open API
  • Digital Identification Module
  • ICE (RingCentral Engage’s Proprietary Machine Learning Engine)
  • Filter Messages
  • Route Messages to Qualified Agents
  • Automated Qualification of Messages
  • Anti-Spam Filter
  • Define Rules and Criteria
  • Dedicated Agent Workspace
  • Queue Management
  • SLA (Service Level Agreement)
  • Response Time Indication
  • Automated Message Forwarding
  • Escalation Rules
  • Desktop Notifications
  • Customer Digital Profile
  • Conversation History
  • One-Click Customer Record Access
  • Automatic Responses
  • Reply Assistant
  • Knowledge Base
  • Spell Checker
  • Validation Response Rules
  • Real-Time Agent Activity Tracking
  • Live Conversations
  • KPIs (Key Performance Indicators)
  • Automated Questionnaires

What Problems Will RingCentral Engage Digital Solve?

Reachability on digital channels

Problem: A company is unreachable on digital channels

Solution: RingCentral Engage Digital helps you establish a presence for your customer support online which is crucial in today’s digital age. In most cases, the credibility of your brand is questioned when your customers can’t reach you digitally. The system helps you open new channels without adding burden to your team. RingCentral Engage Digital’s platform is easily and quickly deployed. Furthermore, the interface is intuitive so your agents will not need additional training. Hence, you can immediately consolidate messages coming from various channels in a single platform.

Consistent and unified customer service

Problem: Unstructured customer service process

Solution: RingCentral Engage Digital gives you a single, unified management platform for where agents get a streamlined approach to handling incoming messages. This solves the issue of having different silos, tools, and processes for varying independent agents, teams, and departments, especially when traffic surges. Instead, messages—regardless of which channel they’re sent from—are assigned according to competencies to ensure the right agent handles the issue with accuracy and consistency. Even when the volume of messages is high, the team has a balanced workload with queued, prioritized customer inquiries.

Recognize customer’s digital identities

Problem: Receiving too many messages in multiple channels from a single customer with a single issue

Solution: RingCentral Engage Digital has a unique identifier that automatically recognizes a customer based on factors such as customer profile, email address, and phone number, among others, regardless of the channel they used. This eliminates the high volume of messages you’ll receive from the same contact especially when customers try to reach out to you in multiple channels to expect a response. Through regrouping the messages in a single thread, you won’t have different agents handling each message from each channel separately. Instead, you can respond accurately and increase your team’s efficiency.

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RingCentral Engage Digital Position In Our Categories

Position of RingCentral Engage Digital in our main categories:

50

RingCentral Engage Digital is one of the top 50 Customer Support Softwareproducts

Top
50

RingCentral Engage Digital is one of the 50 Help Desk Softwareproducts

50

RingCentral Engage Digital is one of the 50
Customer Support Software products

50

RingCentral Engage Digital is one of the 50
Help Desk Software products


RingCentral Engage Digital is also listed in the following subcategories:

Category:Position:Category:Position:
Customer Service Software#14 Help Desk & Ticketing Software#11
Category:Position:
Customer Service Software#14
Help Desk & Ticketing Software#11

There are well-liked and widely used applications in each software category. But are they essentially the best fit for your enterprise’s unique needs? A trendy software product may have thousands of subscribers, but does it provide what you need? For this reason, do not blindly spend on popular systems. Read at least a few RingCentral Engage reviews and think about the aspects that you want in the software such as the cost, main tools, available integrations etc. Then, select a few solutions that fit your needs. Try out the free trials of these products, read online opinions, get explanations from the seller, and do your homework meticulously. This exhaustive homework is sure to aid you find the finest software platform for your organization’s unique wants.

How Much Does RingCentral Engage Digital Cost?

RingCentral Engage Digital Pricing Plans:
Free trial
Quote-based Plan
Contact vendor

The pricing information of RingCentral Engage Digital is only available on a quote request. It is best to contact the vendor directly for specific package info.

User Satisfaction

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and RingCentral Engage Digital reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with RingCentral Engage Digital. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

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Technical details

Devices Supported
  • Windows
  • Mac
  • Web-based
Language Support
  • English
  • German
  • Spanish
  • French
  • Dutch
Pricing Model
  • Quote-based
Customer Types
  • Large Enterprises
Deployment
  • Cloud Hosted
  • Open API

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

What are RingCentral Engage Digital pricing details?

RingCentral Engage Digital Pricing Plans:
Free trial
Quote-based Plan
Contact vendor

The pricing information of RingCentral Engage Digital is only available on a quote request. It is best to contact the vendor directly for specific package info.

What integrations are available for RingCentral Engage Digital?

RingCentral Engage Digital is an open platform. This means you can integrate with almost any third-party software or service and you may develop your own connector. Its native integrations include digital communication channels (email, chat, mobile, social media, and forums) other platforms such as, but not limited to:

Connectors with digital communication channels

  • Facebook
  • Facebook Messenger
  • Twitter
  • Instagram
  • Youtube
  • Google+
  • RingCentral Engage Chat
  • RingCentral Engage Mobile
  • WeChat
  • Viber
  • SMS
  • RingCentral Engage Communities
  • Lithium
  • RightNow Community
  • Tapatalk
  • Bazaarvoice
  • InSided
  • WordPress
  • RingCentral Engage Mail

Chatbots

  • Recast AI
  • IBM Watson
  • BotFuel
  • BotMind
  • Inbenta
  • Arabot

CRM

  • SalesForce
  • Microsoft Dynamics
  • SAP
  • Oracle

BI

  • Synthesio
  • Viavoo
  • TalkWalker

Call Solutions

  • Genesys
  • Avaya
  • CISCO

Helpdesk

  • Service Now
  • Freshservice
  • Jira Service Desk

BPM

  • Kissflow
  • Pega
  • Pipefy

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