RingCentral Engage Digital Review
- What is RingCentral Engage Digital
- Product Quality Score
- Main Features
- List of Benefits
- Awards Section
- Technical Specifications
- Available Integrations
- Customer Support
- Pricing Plans
- Other Popular Software Reviews
What is RingCentral Engage Digital?
RingCentral Engage Digital is an integrated customer experience software suite that supports a range of digital channels including mobile, chat, social networks, and email. You can use this platform to provide high-quality service to your customers by processing their queries according to agent availability, customer profiles, and your SLAs. With RingCentral Engage Digital, you don’t have to guess how much coverage is required for each channel. You can simply adopt a global approach to resource management and assign agents in real time to each digital channel as needed. In addition, you can gather all customer engagements on digital channels and sync customer profiles and ticket info with the CRM you are using. RingCentral Engage Digital supports a range of integrations including with Microsoft Dynamics and Salesforce. In addition, the software provides reporting and analytics tools you can use to analyze and direct each digital channel and make smart investment decisions based on the observed results. Top brands that utilize RingCentral Engage Digital SaaS applications include Axa, Leroy Merlin, and Orange. RingCentral Engage Digital clients are able to improve brand equity, reduce operating costs, and boost customer satisfaction with this easy-to-use and effective tool.Product Quality Score
RingCentral Engage Digital features
Main features of RingCentral Engage Digital are:
- Omni-Digital Platform
- Open API
- Digital Identification Module
- ICE (RingCentral Engage Digital’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
RingCentral Engage Digital Benefits
The main benefits of RingCentral Engage Digital are it centralizes social media channels, enables instant messaging, offers mobile access, manages emails and promotes self-service. Here’s more information:
Centralize Social Media Channels
RingCentral Engage Digital features this module which collects all feeds from social media channels to enable large-scale processing of customer interactions and traceability of conversations. It provides all the features you need to enhance your effectiveness and convert your customers into brand ambassadors. You can easily toggle between different social channels to provide prompt responses to customers in whatever channel they may be. In addition, the tool utilizes a self-learning algorithm that detects message patterns, routes messages to the right agents, suggests replies, and filters unrelated messages.
Communicate in Instant Messaging
RingCentral Engage Digital reviews indicate that the Chat module enables you to assist your visitors in real time. You can view your visitors’ browsing patterns and proactively offer the chat tool at the right time. Identify your valuable customers and provide them relevant solutions. In addition, you can enhance the customer experience by sharing multimedia files with them. Plus, you can automatically send surveys to measure customer satisfaction.
Keep in Touch on Mobile
The platform enables you to retain the whole history of your conversations with your customers. You can go back and view the history even after closing the solution. Customers get a push notification if you reply after they have closed the application. In addition, it enables you to exchange geolocation data, videos, and images with your customers. Finally, the offline access facility stores customer messages sent when network is poor and enables you to access them after the network improves.
Manage Emails
It is a comprehensive tool for email management. It goes beyond basic routing and tracks your process, and controls all details from message categorization to the quality of agent responses. The best part is it is integrated into unified processing console that includes all digital channels such as mobile, social networks, and email. This helps your agents to respond seamlessly to consumers on time, irrespective of the channel. In addition, the module offers accurate reporting and stats on your agents’ performance.
Promote Self-Service
This module enables you to promote customer self-service and minimize costs. Your customers can utilize the support community to ask questions and get answers from their peers. On this self-service forum, you can provide a centralized knowledge base and promote useful content. Another advantage is your agents are saved from responding to simple and common queries and can focus their time on high-value tasks. The FAQ community provides published answers to common customer questions. In the Guru Community, experts provide answers to consumer queries. Finally, you can use the co-innovation community to collect the sentiments and opinions of your customers and exchange ideas with them to foster collaboration and co-innovation.
Awards Section
- Great User Experience Award
- Rising Star of 2018 Award
Technical Specifications
Devices Supported
- Web-based
- iOS
- Android
- Desktop
Customer types
- Small business
- Medium business
- Enterprise
Support Types
- Phone
- Online
RingCentral Engage Digital Integrations
The following RingCentral Engage Digital integrations are currently offered by the vendor:
- Facebook Messenger
- Youtube
- Google+
- Viber
- SMS
- Lithium
- RightNow Community
- Tapatalk
- Bazaarvoice
- InSided
- WordPress
- Recast AI
- IBM Watson
- BotFuel
- BotMind
- Inbenta
- Arabot
- SalesForce
- Microsoft Dynamics
- SAP
- Oracle
- Synthesio
- Viavoo
- TalkWalker
- Genesys
- Avaya
- CISCO
- Service Now
- Freshservice
- Jira Service Desk
- Kissflow
- Pega
- Pipefy
- WhatsApp Business Solution
- Google My Business
- Apple Business Chat
- Co-Browsing
- Live-Chat
- ChatBot
- DialogFlow
Video
Customer Support
Pricing Plans
RingCentral Engage Digital pricing is available in the following plans:
