INBOUND CONTACT CENTRE
Make it more than customer support

Provide immediate, helpful customer service from anywhere, at any time.

Inbound contact center manager discussing with a client.
Support that’s simple, smart, and fast

Skills-based routing

Connect customers with the right agents and solve their problems the first time—no matter where they are.

Agent management

Optimise agent schedules to minimise downtime and prevent long hold times for customers.

Real-time insights

Improve sales and service with real-time reports, agent monitoring, and in-depth customer surveys.

OMNICHANNEL ROUTING
Speed up service

Route inbound calls based on capacity, availability, and rules you define in one easy-to-use interface.

One routing engine for smoother operations

Optimise productivity and customer experience by handling multiple digital and voice interactions based on individual capacity.

Resolve issues faster with skills-based routing

Connect customers to the best available agent. Set up queues based on agent skill, language, or even specific channels.

Deepen relationships with personalised routing 

View recent purchases, VIP status, or the last agent a customer interacted with to identify the best agent for each conversation.

Inbound contact center agents receiving calls in different platforms through omnichannel routing
Use workforce management tools to keep your inbound contact center agents productive
WORKFORCE MANAGEMENT
Keep agents engaged 
and productive

Incentivise great service with tools for gamification, all while minimising downtime and reducing costs.

Optimise everyone’s schedule

Plan and manage your inbound call centre team’s hours according to traffic volumes, vacations, and training.

Stay on top of service quality

Keep a pulse on performance with screen and voice recording, speech and text analytics, feedback forms, and agent scoring.

See what’s working in real time

With analytics for every interaction, you can track sentiment, identify ambassadors and detractors, view trending topics, and more.

REPORTS AND DASHBOARDS
Get instant performance snapshots

Make business-critical decisions based on customisable and visual reports.

Track progress with pre-built reports

Gain insight into average handle time, first contact resolution, queue time, and other important metrics.

Act fast with real-time dashboards

Monitor critical KPIs, agent performance, and customer experience in real time. Send push notifications to key stakeholders during critical events.

Dive deeper with business intelligence

Go beyond standard KPIs with data visualisations and root cause analysis using an easy custom dashboard.

Get insights on your inbound contact center performance with our report and monitoring tools
CRM INTEGRATIONS

Tailor every experience

Integrate popular CRMs to personalise service for customers. Automatically surface purchase history, past interactions, ticket status, and more. Get the full picture and connect to any proprietary CRM or other back-end systems with our open APIs.

Free your agents to work from anywhere

Better customer service starts here

Get omnichannel flexibility

Connect your inbound contact centre agents with customers on their channels of choice—not just by phone.

Integrate your corporate directory

Enable agents to collaborate with back-office experts through a shared directory and presence indication.

Set up intelligent routing

Deliver a smarter customer experience through AI, skills-based routing, and actionable analytics.

Enable self-service

An automated IVR system and robust resource centres let customers help themselves without agent intervention.

Tap into supervisor tools

Course-correct inbound customer service agent behaviors through whisper coaching, silent monitoring, and barge-in functionality.

Connect your favorite apps

Integrate your favorite business intelligence tools to enhance and customise your workflows.

With RingCentral, agents can more easily and cost-effectively stay engaged with partners to drive revenue growth.

— Stumptown Coffee Roasters

Build the complete customer experience

Inbound | Outbound | Digital

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Easy contact centre solutions, unforgettable experiences
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