Call & Contact Centre Expo is where the industry’s top communications and contact centre innovators gather, so we couldn’t be more humbled to be named “Best in Communications”. The award is a recognition after presenting our platform’s capabilities to a panel of judges at the event. After two days of great conversations, product demos and thought-provoking speaking sessions, we couldn’t have asked for a better Call & Contact Centre Expo experience.
Transforming Your CX Strategy
The expo was an opportunity to showcase some of the most effective strategies, technologies, and solutions for customer engagement. Our industry experts were on site discussing how digital transformation is transforming the way customers engage with businesses, presenting new challenges and opportunities for contact centre professionals and what it takes to remain successful in a rapidly changing environment.
Our keynote session, led by John Finch, AVP of Contact Centre Product Marketing, discussed how companies can empower agents in the engagement era with the right tools to better engage with modern customers. With products like RingCentral Pulse, customer service professionals can use intelligent bots to monitor agent interactions, customer issues, and real-time and historical events. In addition, by integrating directly with the RingCentral App, Pulse enables immediate collaboration and service issue resolution by sending alerts to the right team at the right time.
Customer Engagement in the Digital Era
In this new customer-centric world, consumers demand to interact and engage with businesses on their terms, via whichever channel they choose. That choice has never been greater: chat, text, social media, websites, WhatsApp, and of course phone calls all provide an opportunity for businesses to excel at customer experience. One of the highlights of the event was being able to demonstrate how RingCentral Engage’s omni-digital platform enables agents to offer a personalised, friendly, and efficient engagement with the customer via their channel of choice.
Customer experience will continue to be a key differentiator in today’s modern business environment and the contact centre is at the heart of this transformation. Click To Tweet
There’s no one better to discuss this than Julien Rio, Head of Marketing for RingCentral Engage, who held a session on how organisations can jump-start their omnichannel capabilities and ensure that they’re connecting with customers on all the right touch points.
As we wrap up the show, there’s one thing that is undeniably clear: customer experience will continue to be a key differentiator in today’s modern business environment and the contact centre is at the heart of this transformation. Organisations that are addressing their customer’s omni-channel needs are at the forefront of delivering the best customer service.