Introduction to RingCentral Office

Transcription

1 Introduction to RingCentral Office

2 Outbound/Blended Customer Engagement Cloud PBX Digital Customer Engagement COLLABORATIVE COMMUNICATIONS Team Messaging Contact Center Video and Meetings RingCentral, Inc. All rights reserved.

3 UCaaS portfolio Cloud PBX COLLABORATIVE COMMUNICATIONS Team Messaging Video and Meetings RingCentral, Inc. All rights reserved.

4 Digital transformation in delivery of music

5 The cloud changes everything Technology Globalized workforce Ubiquitous connectivity New generation

6 New generations, different work styles By the year 2020 Millennials will comprise 50 percent of the workforce worldwide, while Gen Z will make up 20 percent.

7 Fragmented communications 54% 44% 32% 29% 16% 13% 11% 70% Phone calls Team messaging Text Social media posts Audio conference calls Video conference calls of workers say their communications volume is a challenge. Source: Based on a global survey of 2,000 knowledge workers by Cite Research, January 2018

8 App overload in the workplace Average number of communication apps Times per hour that workers toggle between apps Days wasted per year by workers Source: Based on a global survey of 2,000 knowledge workers by Cite Research, January 2018

9 Today s digital business

10 END USERS IT Easy to use Easy to deploy and manage

11 END USERS IT Easy to use Easy to deploy and manage

12 RingCentral A unified experience integrating: Cloud PBX Team messaging Video meetings

13 Unified and instant collaboration Enterprise voice Initiate a voice call from chat.

14 Unified and instant collaboration Team messaging capabilities Collaborate and share files in real time.

15 Unified and instant collaboration Video meetings Easily promote to online meetings. Estelle Ellis Pauline Blair Sara Bennett Steve Port

16 END USERS IT Easy to use Easy to deploy and manage

17 Instant, anywhere management

18 Built on a global footprint RingCentral Global Office countries RingCentral IVN countries RingCentral data centers * India and China via gateway solution

19 Global coverage 17 data centers around the world Direct peering with more than 45 carriers and 200 ISPs Regulatory compliance Emergency calling services

20 Enhanced quality of service analytics Monitor call quality & trends Real-time dashboards Zero in on potential issues

21 RingCentral Connect Platform App Gallery 1,000+ integrations 10,000+ developers

22 END USERS IT Easy to use Easy to deploy and manage

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24 GOAL: Reliability Quality of service HIPAA compliance Open platform SOLUTION: RingCentral Glip, Phone, Fax, Meetings, Rooms RingCentral quality of service (QoS) Integrations: Box, Salesforce, Office 365, Okta OUTCOMES QoS analytics is a market differentiator; it s enabled our network team to quickly drill down into real-time conversations whereas network engineers would take two days to compile data David Baker Increased efficiency with team collaboration QoS analytics in realtime dashboard display Faster in room meeting start times SVP and CEO

25 Next Steps Stay and learn more about RingCentral s products Get a personalized demo at the booth

26 Thank you

27 Retail Transforming the way we engage with customers 3K employees CHALLENGES Very traditional mail order catalogue Digital transformation in 2014 Started working with RingCentral Engage early 2018 to be available on new digital channels and better manage existing ones 10M customers 183 7

28 ENGAGE PRODUCTS Live-Chat, Messaging, Social OUTCOMES Available on 6 digital channels (Social, Chat, Messaging) 50% of all conversations over messaging One of the first brands available on Apple Business Chat since October 2018 (25% of all conversations within a month) ~20K Conversations monthly Messaging is a good alternative to social media. It enables direct exchanges, more human contacts and a closer relationship with our customers. Marine Vannier Customer Service Project Manager

29 Telecom Operator Engaging with younger generations 3.2B annual sales CHALLENGES New digital brand launched in 2018 No call, no voice, digital only Need to manage multiple digital channels efficiently with limited manpower and high response speed 2.2 M 6.5K customers employees

30 ENGAGE PRODUCTS , Live-Chat, Messaging, Social, Reviews OUTCOMES 6 families of channels (social, messaging, in-app messaging, live-chat, , community) messages a month 50% productivity increase (from 4 to 6 messages /hour /agent) Deployed in just 30 days My dream was to have just one tool to use for customer interactions and regrouping channels. RingCentral Engage provided me with a unified platform that is so easy to use, it must have been created by a CSR. Pascal Landré Director Customer Relationships

31 Every customer interaction matters The impact of digital interactions on your Net Promoter Score (NPS) % 71% 39% 44% 48% 55% 55% 31% 32% 33% Hasn t contacted support Channels Teleperformance Presentation at Salon Strategie Client 2018, Paris

32 Delivering on the Vision of Collaborative Communications Update version of chart - old Engage Outbound Cloud PBX Engage Digital Collaborative Communications Team messaging Contact Center Video & meetings