RingCentral Contact Center

RingCentral Contact Center operates on an incredibly powerful "Unified Communications" (UCaaS) philosophy. RingCentral is already massive for providing basic desk phones for millions of corporate employees. Their Contact Center solution seamlessly merges the massive external call center with the internal corporate phone system. This creates massive "First Call Resolution" rates. If a customer calls the support center with a terrifyingly complex legal question, the support agent doesn't have to blind-transfer them and hope for the best. Because the entire company is on RingCentral, the agent can instantly ping the company's actual Chief Legal Officer on the internal chat, get the answer, and relay it to the customer on the live phone call. The actual Contact Center engine powering the background of RingCentral is heavily built in partnership with NICE CXone (another massive titan in the space), meaning the customer gets RingCentral's flawless internal communication tools powered by NICE's legendary, battle-tested call routing algorithms.