RingCentral Makes Major Platform Play
New RingCentral Meetings
Announced today, RingCentral Meetings combines high-definition video conferencing and online meetings with screen sharing, the Glip team messaging, and file sharing/task management, into one experience, says Jose Pastor, VP of product management for RingCentral.
"There are so many solutions in the marketplace that let me share a screen, but they are all kind of clunky," he says in an interview. "This acknowledges that people are trying to get work done to get ready for meetings and lets them do that in a seamless way that is easy to use online, then afterward they have action items to take away."
The RingCentral Meetings combo can be part of a RingCentral UCaaS offering, but it can also be purchased as a standalone service, Pastor adds, and the company is letting customers start using it for free, and decide later if they want to upgrade to one of two paid packages. They can even mix and match the free and paid experiences, on a per-user basis, he says.
RingCentral Contact Center
Also announced today, RingCentral's Collaborative Contact Center solution is integrated with its Glip team messaging and collaboration suite and also a new feature, RingCentral Pulse, which specifically lets call center agents and supervisors communicate and collaborate to handle customer issues more efficiently, says John Finch, AVP of product marketing, Contact Center, for RingCentral.
Using Glip team messaging, agents can more easily communicate with the experts needed to resolve customer problems or answer questions quickly, Finch says, by contacting the subject matter experts either within the call center or in the broader organization. That leads to faster response times and shorter calls, which is not only more cost-effective but improves customer experience, he says.
In addition, RingCentral Pulse adds intelligent bots so that supervisors can monitor how the call center is performing on a real-time basis, including whether key performance indicators are being met, and can identify problems and adjust quickly.
"Key people get notice of call center performance or lack thereof," Finch says. That enables them to make the best use of a call center's most expensive and valuable resource, its people.
These product additions -- with more to come this week -- are happening as RingCentral's UCaaS products are being identified as among the leaders in that growing space. This week, Synergy Research Group says RingCentral is holding onto a slim lead in subscriber seats over rival Mitel, with the latter growing faster in the fourth quarter of 2017.
Overall the UCaaS market continues to expand rapidly. "UCaaS seat additions in 2017 were 16% higher than in 2016, which were themselves 11% up on 2015, demonstrating the robust demand for these services to displace traditional premise based telephony and UC," said Jeremy Duke, Synergy Research Group’s founder and chief analyst, in a prepared statement. "Our firmographic analysis of this market also shows that UCaaS is gaining market acceptance momentum with large businesses and enterprises. Given the sheer scale of PBX installed base and the low penetration of UCaaS into those segments, this bodes well for continued strong growth."
— Carol Wilson, Editor-at-Large, Light Reading