Omnichannel contact center platform with voice, chat, SMS, video, social media, IVR, workforce management, analytics, integrations with insurance CRMs, and built-in compliance for insurance regulations.
Integrated phone, email, chat, and social media systems that route customer inquiries to appropriate service representatives and track resolution status.
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Channel Integration Support for handling all major customer communication channels within a unified interface. |
RingCentral Contact Center supports voice, email, chat, SMS, social, and video inside a single agent desktop. | |
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Simultaneous Multichannel Sessions Ability for agents to manage multiple channels concurrently. |
Agents can work several digital and voice interactions at once; RingCentral literature highlights concurrent multichannel handling. | |
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Unified Customer View Complete interaction history and profile shown regardless of channel. |
Unified desktop shows full interaction history across all channels. | |
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Social Media Monitoring Tracks and responds to customer inquiries from platforms like Twitter, Facebook, Instagram. |
The platform advertises listening and responding on Facebook, Twitter, etc. | |
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Automated Channel Routing Automatically routes customer inquiries to the best-suited agent based on channel and context. |
Skills-based/AI routing automatically directs conversations to best-suited agent. | |
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Channel Capacity Maximum number of concurrent sessions handled per channel. |
No information available | |
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Email Parsing Automatically extracts and categorizes content from inbound emails. |
Inbound email channel includes automatic classification and parsing. | |
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SMS Integration Enables two-way interaction via SMS. |
Two-way SMS is called out on the product page. | |
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Channel Switch Continuity Maintains context when a customer moves from one channel to another. |
Context is preserved when customers shift from chat to voice or other channels. | |
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Mobile App Support Supports customer contacts through mobile apps. |
RingCentral mobile apps allow customers to engage through in-app chat/voice. | |
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Self-Service Portals Empowers customers to find solutions independently across channels. |
IVR, knowledge articles, and chatbots provide self-service options. |
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Skill-based Routing Directs calls and messages to agents with the relevant expertise. |
Skills-based routing is a core capability. | |
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Automated Ticket Assignment Automatically assigns cases based on classification and workload. |
Automatic ticket/case assignment based on workload and rules is supported. | |
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Priority Queuing Routes urgent requests ahead of routine inquiries. |
Priority and VIP queueing is available through routing profiles. | |
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Callback Scheduling Enables customers to choose a callback time instead of waiting in queue. |
Callback-from-queue is featured in marketing collateral. | |
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Workflow Customization Configurable workflows for escalations, follow-ups, and approvals. |
Flow/Studio designer lets admins build custom multi-step workflows. | |
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Average Assignment Speed Time taken to assign a new inquiry to an agent. |
No information available | |
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Rules-based Escalation Automatically escalates unresolved tickets based on pre-set parameters. |
Rules can escalate cases based on wait time, sentiment, or SLA breach. | |
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Load Balancing Distributes inquiries evenly among available agents. |
Load is distributed among available agents automatically. | |
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Automation Limits Maximum number of concurrent workflow automations. |
No information available |
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Case Tracking Monitors status and progress of each customer interaction from initiation to closure. |
Each interaction is tracked from open to close. | |
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SLA Management Tracks compliance to service level agreements for response and resolution times. |
Out-of-box SLA dashboards and timers. | |
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Automated Case Updates Sends status updates to customers and agents automatically. |
Automatic status notifications to customers/agents via email/SMS. | |
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Historical Case Access Enables retrieval of closed and archived cases for future reference. |
Closed interactions are searchable for audit and training. | |
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Custom Tagging Allows cases to be tagged for filtering and reporting purposes. |
No information available | |
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Resolution Time Average Typical time taken to resolve cases. |
No information available | |
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Case Merge/Split Functionality Can combine duplicate cases or split mult-issue cases. |
No information available | |
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Agent Notes & Attachments Agents can append notes and documents to a case file. |
Agents can leave internal notes and attach files on the contact record. | |
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Audit Trail Records all actions and changes made to a case. |
Comprehensive audit trail is part of compliance toolset. |
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Integrated Knowledge Base Centralized, searchable repository of company knowledge and FAQs. |
Built-in or integrated knowledge base surfaced in agent desktop. | |
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AI-powered Suggestions Recommends relevant articles or templates during interactions. |
Agent Assist provides AI article recommendations during live sessions. | |
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Document Upload & Versioning Agents can add new documents and update versions with approval process. |
No information available | |
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Contextual Help Prompts Offers relevant information or reminders based on interaction context. |
Contextual pop-ups/prompts driven by interaction data. | |
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Number of Knowledge Articles Capacity of the knowledge repository. |
No information available | |
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Multilingual Support Knowledge base content available in multiple languages. |
Knowledge content and agent UI are available in multiple languages. | |
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Content Approval Workflow Enforces peer or management approval before publication. |
No information available | |
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Knowledge Usage Metrics Tracks usage rates of knowledge articles. |
Reporting suite tracks article and suggestion usage. |
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Open API Access Provides documented APIs for integration with third-party systems. |
Open REST APIs documented in developer portal. | |
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Prebuilt CRM Integrations Out-of-the-box connectors for major CRMs (e.g. Salesforce, Microsoft Dynamics). |
Pre-built connectors for Salesforce, Dynamics, Zendesk, etc. | |
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Insurance Core System Integration Supports integration with policy admin, claims management, and underwriting systems. |
Implementation guides exist for Guidewire and other insurance core systems. | |
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Webhook Support Enables event-driven push notifications to external systems. |
Webhooks available for event push (e.g., call started, case closed). | |
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Scripting and Custom Modules Custom logic or integrations can be added by developers. |
Scripting environment (Studio/Lambda) enables custom modules. | |
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API Call Throughput Maximum number of external API calls supported per minute. |
No information available | |
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Data Import/Export Bulk import/export of contacts, history, or workflows. |
Bulk CSV import/export for contacts, recordings, and reports. |
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Real-Time Dashboards Live updating view of call/chat volumes, response time, SLAs, and more. |
Live dashboards for queue, SLA, and agent metrics. | |
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Historical Analytics Aggregated performance and trend analysis over custom periods. |
Historical analytics with custom date ranges. | |
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Custom Report Builder Allows users to create tailored reports from raw data. |
Report designer allows ad-hoc queries and visualisations. | |
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Scheduled Report Delivery Automatically sends reports on a set schedule. |
Reports can be emailed or FTP’d on set schedules. | |
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KPIs Monitored Number of key metrics tracked out of the box. |
No information available | |
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Data Export Formats Supports export to CSV, Excel, PDF, etc. |
Exports available in CSV, Excel, PDF. | |
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Drill-down Analysis Allows detailed exploration of dataset by customer or agent. |
Users can drill from summary KPIs down to individual interaction records. |
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Post-Interaction Surveys Automatically solicit feedback after case completion. |
Automated post-interaction email/SMS surveys configurable. | |
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Net Promoter Score (NPS) Calculates and reports customer loyalty/likelihood to recommend. |
Survey templates include NPS question set with dashboard. | |
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CSAT Tracking Measures customer satisfaction over time. |
CSAT scores tracked in analytics. | |
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Feedback Management Central repository for storing feedback and complaints. |
Feedback records stored and reportable within the system. | |
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Sentiment Analysis Automated analysis of customer sentiment based on text/speech. |
AI sentiment analysis on chat and voice transcriptions. | |
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Survey Response Rate Tracks percentage of customers who complete feedback surveys. |
No information available | |
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Feedback Resolution Workflow Automated escalation and follow-up on negative feedback. |
Low CSAT/NPS triggers automated follow-up workflows. |
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Live Supervisor Monitoring Supervisors can monitor agent interactions in real time. |
Supervisors can listen/monitor in real time from dashboard. | |
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Call/Chat Whisper and Barge-In Supervisors can coach (whisper) or join conversations (barge-in). |
Whisper, barge-in, and takeover functionality provided. | |
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Agent Scorecards Automated metrics/result dashboards per agent. |
Automatic scorecards summarising KPI performance per agent. | |
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Gamification Features Leaderboards, badges, and incentives to motivate staff. |
Leaderboards and badges available in performance management module. | |
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Agent Schedule Adherence Monitors if agents adhere to planned shifts. |
WFM module tracks schedule adherence in real time. | |
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Quality Assurance Review Volume Number of interactions that can be reviewed per week/month. |
No information available | |
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Performance Warnings & Alerts Automatic notifications for underperformance or SLA breaches. |
Automatic alerts for SLA breaches or KPI dips. |
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Data Encryption (At Rest & In Transit) Protects data integrity and confidentiality. |
End-to-end encryption for data at rest and in transit (TLS/AES-256). | |
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Role-based Access Control Granular control over agent and supervisor permissions. |
Granular permission sets configurable by role/profile. | |
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GDPR/CCPA Compliance Helps meet European and California privacy regulations. |
Platform advertises GDPR and CCPA readiness; includes data-subject tools. | |
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Audit Logging Detailed logs for compliance and forensics. |
System logs every administrative and interaction event for compliance. | |
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Single Sign-On (SSO) Support Integrates with corporate identity providers. |
Supports SAML 2.0 and OIDC SSO with Okta, Azure AD, etc. | |
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Data Retention Policies Customizable schedules for retention and deletion. |
Custom retention settings for recordings and transcripts. | |
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Security Certification Level Industry certifications (e.g. ISO 27001, SOC 2) held by the platform. |
Holds ISO 27001, SOC 2 Type II, PCI-DSS certifications. | |
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PHI/PII Masking Automatically masks personally identifiable or health information in interactions. |
Recording redaction and screen-masking protect PII/PHI. |
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Concurrent User Limit Maximum number of simultaneous agent logins supported. |
No information available | |
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Uptime SLA Guaranteed system uptime as a percentage. |
No information available | |
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Disaster Recovery Capabilities Rapid recovery from technical failures or outages. |
Active-active failover and daily backups enable rapid recovery. | |
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Geographic Redundancy Data and service distribution across multiple regions/data centers. |
Services run across multiple AWS regions for geographic redundancy. | |
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Auto-Scaling Automatically adds capacity during traffic spikes. |
Cloud architecture auto-scales during traffic spikes. | |
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Peak Load Handling Maximum volume of interactions supported per hour during spikes. |
No information available | |
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Maintenance Notification System Alerts users to planned downtime or upgrades. |
Customers receive advance email/portal notifications for planned maintenance. |
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