Challenge
A company that buys and sells through a team of phone agents had outgrown its contact center software. Calls, emails, web chats and text messages were each handled in a different tool.
Agents switched between the phone system and the customer record on every call, and managers could not get one reliable report of what had happened to each enquiry.
Approach
As a RingCentral partner, we planned and ran the move to RingCentral's contact center platform alongside RingCentral's own implementation team.
- Mapped the inbound and outbound call flows and agreed how each queue should behave.
- Wrote and recorded the greetings, hold messages and voicemail prompts.
- Set up the agent workspace inside the CRM, so each conversation opens the customer's record.
- Built the integration that sends and receives text messages from that record.
- Supported user testing and stayed with the team through go-live.
Result
Agents now take calls, emails, chats and texts from one screen with the customer's history in front of them.
- Four channels in one set of queues.
- Conversations logged against the customer record automatically.
- One set of reports for managers.
Our advice
A contact center move succeeds on preparation. Map the call flows on paper and agree them with the people who run the floor before anything is configured.
Related service: Digital phone systems.