Introduction to RingCentral Office Introduction to RingCentral Office ... ConnectCentral 2018 Font Install

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  • Introduction to RingCentral Office®

  • COLLABORATIVE

    COMMUNICATIONS

    Outbound/Blended

    Customer Engagement

    Digital

    Customer

    Engagement

    Contact

    Center

    Video and

    Meetings

    Team

    Messaging

    Cloud PBX

    2 | © 2019 RingCentral, Inc. All rights reserved.

  • COLLABORATIVE

    COMMUNICATIONS

    Video and

    Meetings

    Team

    Messaging

    Cloud PBX

    UCaaS portfolio

    3 | © 2019 RingCentral, Inc. All rights reserved.

  • Digital transformation in delivery of music

  • The cloud changes everything

    Technology

    Ubiquitous connectivity

    New generation

    Globalized workforce

  • Millennials will comprise 50 percent of the workforce worldwide, while Gen Z will make up 20 percent.

    By the year

    2020

    New generations, different work styles

  • Fragmented communications

    Source: Based on a global survey of 2,000 knowledge workers by Cite Research, January 2018

    of workers say their communications

    volume is a challenge.

    70% Email Phone

    calls Team

    messaging Text Social media

    posts Audio

    conference calls

    Video conference

    calls

    54%

    44%

    32% 29%

    16% 13%

    11%

  • App overload in the workplace

    Average number of communication apps

    Times per hour that workers toggle between apps

    Days wasted per year by workers

    4 10 32

    Source: Based on a global survey of 2,000 knowledge workers by Cite Research, January 2018

  • Today’s digital business

  • END USERS IT

    Easy to use Easy to deploy and manage

  • END USERS IT

    Easy to use Easy to deploy and manage

  • A unified experience integrating:

    • Cloud PBX

    • Team messaging

    • Video meetings

    RingCentral

  • Enterprise voice

    Initiate a voice call from chat.

    Unified and instant collaboration

  • Team messaging capabilities

    Collaborate and share files in real time.

    Unified and instant collaboration

  • Video meetings

    Easily promote to online meetings.

    Unified and instant collaboration

    Estelle Ellis Pauline Blair

    Sara Bennett Steve Port

  • END USERS IT

    Easy to use Easy to deploy and manage

  • Instant, anywhere management

  • Built on a global footprint

    RingCentral Global Office countries

    RingCentral IVN countries

    * India and China via gateway solution

    RingCentral data centers

  • Global coverage

    Emergency calling services

    Regulatory compliance

    Direct peering with more than 45 carriers and

    200 ISPs

    17 data centers around the world

  • Enhanced quality of service analytics

    • Monitor call quality & trends

    • Real-time dashboards

    • Zero in on potential issues

  • 10,000+ developers

    1,000+ integrations

    RingCentral Connect Platform™

    App Gallery

  • END USERS IT

    Easy to use Easy to deploy and manage

  • 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

    SVP and CEO

    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

    Faster in room meeting start times

    OUTCOMES

    QoS analytics in real- time dashboard display

    Increased efficiency with team collaboration

  • Next Steps

    • Stay and learn more about RingCentral’s products

    • Get a personalized demo at the booth

  • Thank you

  • Transforming the way we engage with customers

    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

    3K employees

    10M customers

    183 7 founded

    Retail

  • 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

  • Engaging with younger generations

    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

    3.2B annual sales

    2.2 M customers

    6.5K employees

    Telecom Operator

  • ENGAGE PRODUCTS Email, Live-Chat, Messaging, Social, Reviews

    OUTCOMES

    6 families of channels (social, messaging, in-app messaging, live-chat, email, community)

    130 000 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

  • Every customer interaction matters

    Teleperformance Presentation at Salon Strategie Client 2018, Paris

    Hasn’t

    contacted

    support

    1 2 3 4 5 6 7 8+

    31% 32% 33%

    39% 44%

    48% 55% 55%

    71%

    The impact of digital interactions on your Net Promoter Score (NPS)

    Channels

    %

  • Collaborative

    Communications

    Contact Center Video & meetings

    Cloud PBX

    Team messagingEngage Digital

    Engage Outbound

    Delivering on the Vision of Collaborative CommunicationsUpdate version of chart - old

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