Meet Chrome Enterprise with RingCentral contact middle options


  • Contact facilities with a hybrid workforce could make use of Chrome Enterprise to facilitate communications between brokers and clients. 
  • RingCentral contact middle options and Chrome Enterprise have not too long ago partnered to offer contact facilities with simpler instruments to offer optimum customer support.
  • Along with a seamless buyer expertise, this partnership can improve agent productiveness in touch facilities.

Has your contact middle gone hybrid? 2021 Deloitte analysis discovered that 75% of contact facilities will transfer at the least partially to the cloud within the subsequent two years.

Cloud-based contact middle options can assist a hybrid work mannequin. For instance, RingCentral not too long ago partnered with Google’s Chrome Enterprise to make hybrid work much more accessible for contact middle brokers and improve customer support choices for organizations with a excessive proportion of distant employees.

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Why contact middle options should evolve

Distant work shouldn’t be a novelty, however because the pandemic, working from house has turn out to be extra commonplace. Over the previous couple of years, organizations have been compelled to reimagine how they deal with customer support as a bigger portion of their workforce labored remotely. Additional, companies have needed to reexamine how they convey with clients as bodily visits into brick-and-mortar areas diminished.

To remain aggressive, companies must turn out to be more and more customer-centric, whereas concurrently boosting worker expertise. The 2 go hand-in-hand: completely happy workers make completely happy clients, and vice versa.

To supply one of the best agent and buyer experiences, important adjustments within the contact middle should be made. Extra particularly, implementing revolutionary digital expertise will assist accommodate hybrid workforces whereas assembly clients’ wants.

The evolution of the contact middle emphasizes the significance of contact middle as a service (CCaaS), a cloud-based buyer expertise resolution to allow organizations to make use of particular expertise for customer support functions. Trendy CCaaS cloud-based options permit contact facilities to leverage the net browser to boost customer-agent interactions and create a customer-centric tradition.

These providers can even facilitate hybrid work preparations, permitting brokers to work from wherever they’re whereas nonetheless offering top-notch customer support. In contrast to typical contact facilities that require cumbersome {hardware}, CCaaS is centered extra on cloud deployment, merging synthetic intelligence (AI), automation, and Workforce Expertise Administration (WEM).

RingCentral UCaaS and CCaaS optimized for Chrome Enterprise

Google Chrome Enterprise helps energy the working techniques, browsers, and units that companies must assist their workforces by way of the cloud. RingCentral UCaaS and CCaaS options are optimized to function on Chrome OS and Chrome endpoints. All RingCentral options can leverage Chrome.

RingCentral affords two contact middle choices: Interact Voice and Interact Digital. These choices promise a extra constant consumer interface and expertise on working techniques like macOS, Home windows, and Linux, in addition to Chrome OS units like Chromebooks and Chromeboxes.

Interact Voice. This platform is designed for outbound contact middle communications and options a number of dialers, together with:

  • Handbook dialers
  • Preview dialers
  • Progressive dialers
  • Predictive dialers

Interact Voice additionally consists of customizable agent scripting to speak the suitable message for various campaigns. Distant brokers can simply entry Interact Voice to leverage all its options.

Interact Digital. Every thing brokers must do their jobs is offered by way of RingCentral’s Interact Digital, together with assist throughout a number of social media channels, e mail, and chat channels. Interact Digital makes use of routing that makes use of AI and machine studying to route contacts to the suitable agent. It additionally identifies traits and alternatives by way of social media overview aggregation.

RingCentral is acknowledged by Chrome Enterprise for each UCaaS and CCaaS options, which meet Google’s excessive requirements for the Chrome browser and Chrome OS.

Advantages of RingCentral UCaaS and CCaaS options

Firms that implement RingCentral’s UCaaS and CCaaS can benefit from a number of perks, together with the next:

  • Meet clients on any channel. Clients have a number of communication channels to select from for interacting with contact facilities. RingCentral’s options provide over 20 completely different digital communication channels, together with automated and AI-backed self-service choices for purchasers who want to deal with their troubleshooting on their very own. This consists of AI-powered chatbots that present impeccable self-service with high-quality voice.
  • Collaboration with a hybrid workforce. Contact facilities with a mix of on-prem and distant employees can proceed to offer glorious customer support through UCaas and CCaas options from RingCentral. With these digital instruments, brokers can collaborate past the confines of the contact middle by way of chat and video to resolve buyer points and reply queries.
  • Simpler onboarding and coaching. Digital options permit contact middle supervisors to streamline the onboarding and coaching course of for brand spanking new hires and sustain with ongoing coaching for current employees. Regardless of the place every agent is working from, cloud-based options from RingCentral allow contact facilities to maintain brokers up-to-date to proceed delivering glorious customer support.
  • Higher ROI. Moderately than coping with a number of distributors, companies want solely work with a single level of contact for all their digital options. RingCentral affords state-of-the-art software program and top-notch assist to assist organizations implement options to construct and scale their enterprise.

Advantages of a RingCentral and Google Chrome Enterprise partnership

Combining RingCentral’s cloud-based contact middle options with Chrome OS and endpoints comes with loads of perks, together with the next:

  • Elevated agent productiveness. Many individuals are already acquainted with the Chrome OS interface and Interact, each of which make it straightforward for brokers to maximise their productiveness whereas accommodating distant work. Chrome OS can assist save brokers as many as three hours of labor per week in productiveness, based on a latest Forrester Complete Financial Impression report.
  • Sturdy, compliant safety for companies and clients. With Chrome OS ransomware safety and RingCentral’s safe platform and proactive software upgrades, companies can at all times stay compliant with trade requirements and guarantee safety throughout units and purposes. Chrome additionally gives IT managers with extra perception and management over core techniques and supplemental components.
  • Seamless consumer expertise. Brokers can shortly and simply onboard with much less coaching required. IT can handle enhancements centrally to make sure consistency in UI.

Now greater than ever, contact facilities with a rising distant workforce want built-in digital communication options. In accordance with latest research, the pandemic has triggered a everlasting change in office preparations, whilst many employees return to in-person workplaces. These adjustments require extra superior applied sciences to facilitate communications and data sharing, which RingCentral can present.

Learn the total paper on the latest partnership between RingCentral and Google, which guarantees to strengthen and streamline contact middle communication options.

Final Modified Aug 09, 2022

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