RingCentral Blog

Aug 29, 2024 | ringcentral.com | Jon Arnold

The cloud-based contact center space—CCaaS—has become very crowded, not because the barriers to entry are low, but because there are pressing needs that the status quo is not able to meet. Today’s digital-first consumers have higher customer service expectations than what contact centers can support based on their legacy technologies and systems. Contact center leaders know they must modernize to provide a better customer experience—CX—and there are now many options to choose from.

Aug 28, 2024 | ringcentral.com | Blake Morgan

Customer satisfaction is at an all-time low, and many companies are struggling to justify rising prices without adding value, according to the Wall Street Journal. The key to making your company more customer-centric? Focus on leadership. Customer-centric leadership development and onboarding are critical. When most companies are cutting customer experience programs, the opportunity for you is to invest now, even in an uncertain economy.

Aug 8, 2024 | ringcentral.com | Jon Arnold

The topic of POTS replacement – Plain Old Telephony Service – should be top-of-mind for businesses, especially those still using the PSTN. In the U.S., the starting point for this conversation would be FCC Order 19-72A1, issued August 2019. This marked the official start of “Copper Sunset”, where U.S carriers have regulatory blessing to decommission their legacy copper networks, better known as the PSTN.

May 8, 2024 | ringcentral.com | Blair Pleasant

We are living through one of the most impactful technological shifts in our lifetimes, as the role of artificial intelligence can’t be understated. From new medical breakthroughs to everyday conveniences, AI will change the world as we know it – including the customer experience and ways that consumers interact with businesses. Most industry watchers agree that the contact center is one of the areas that will be most impacted by the power of AI.

Feb 15, 2024 | ringcentral.com | Ram Rajagopalan

As often as they wish they could see customers’ thoughts, sales representatives and customer support agents are not mind readers. And yet, every conversation is filled with valuable information that can help organizations better understand their customers, gaining unprecedented insights into consumer behavior, sentiment, and needs. It’s just a matter of deploying the right tools and technologies to harness the data that can be mined from conversations.