RingCentral Engage Digital: A unified omni-digital platform

RingCentral Engage Digital best suited for companies with a minimum of 100 employees.

The Omni-Digital Customer Care Software

RingCentral Engage Digital facilitates the digital transformation of companies by helping them expand and steer their omni-digital customer relations.

We provide a platform that assembles all the customer interactions in one place (via messaging, social media, live-chat, mobile, email) and re-distributes them automatically according to availabilities, customer profiles, or type of requests to be able to handle them more efficiently.

This gives companies a full history and precise account of each interaction to analyze and better manage their activity while increasing customer satisfaction.

RingCentral Engage Digital is based on a SaaS model and benefits from international exposure working with over 100 major players across 4 continents (Europe, Americas, Asia & Africa) in the Telecom, Banking, Insurance, Utilities and Entertainment industries (Orange, Ooredoo, Deutsche Bahn, Banglalink, Proximus, SFR and many more).

Manage all your digital conversation in one single platform

RingCentral Engage Digital is a SaaS software that allows customer advisors to easily manage customer relationship. Engage Digital centralizes messages from all channels:

• Social Media (Facebook, Twitter, Youtube, Instagram…)
• Messaging (Facebook Messenger, Instant messaging in-app)
• Live-Chat
• Email & web form
• Forums and customers communities

Discover the RingCentral Engage Digital platform that will meet your business needs:

• Prioritize urgent message processing based on the digital strategy of your enterprise
• Identify your customers regardless of the channel and answer them where they are waiting for you
• Integrate RingCentral Engage Digital to your CRM for a 360° view
• Advanced statistics allows you to have insight into your performace through tracking and analytics

RingCentral Engage Digital Social Key Features

Manage customer queries efficiently on social media through automation

• Maintain a centralized strategic message system
  • Centralizes all data generated by social networks to provide you with an efficient infrastructure, the ability to track communications and process interactions on a large scale
• Respond promptly on the most appropriate channel
  • Switch between social media to meet the customer from wherever they may be to deploy a more pleasant customer experience
• Increase productivity
  • To enable teams in charge of client relations to concentrate on their activities, RingCentral Engage Digital relies on a self-learning process to determine which contact models to choose, how to send and receive messages to business partners and to provide them with answers to their queries as well as how to filter any other messages that are not relevant.

Seamless Message Processing

Filter, categorize, and route messages to match your cloud based workflow:

Leverage the self-learning capabilities of the routing tool, the user can generate new categories and begin the process of organizing incoming communications. The messages will be automatically sorted by criteria and then sent to to the right contact.

Group all messages of the ticket into one conversation:

Discussions with customers can generate many conversations over time that may be either public or private. This innovative tool will allow you to retrieve all ticket entries in one centric location enabling you to view the ticket's complete end to end history throughout its lifecycle.

Multi-Channel Interface

Connect your social network pages:

• Carry out all the same activities that you would on your Facebook page
  • Like contents, comment, send a message, publish posts, etc.
• Answer in seconds from your Twitter account
  • Retweet, respond to messages, follow someone, favorite, etc.
• Link all social network accounts
  • Engage with the community using many more social network platforms such as YouTube, Instagram, Google+, LinkedIn etc.
• Automate responses using previous conversations and reassign tickets to more qualified agents for greater productivity

Customer Overview

Merge the different social accounts of your customers

• Integrate all social network accounts of your customers into a single file so that each of your interactions with the customers can be easily retrieved
• Trace the entire history of customer conversations as they will be tracked and documented
  • Gain access to customer records: profiles, contact information, etc.

Reporting

Monitor social media traffic and measure customer engagement

• Send automated surveys once a ticket is closed to the customer's social network account that was used throughout the customer journey to optimize future collaboration
• Monitor your social media performance using customer data for increased optimization
• Produce new reports to monitor and compare performance across social networks