With 7,000 hours of content, 148 gallons of coffee and 1,152 cookies consumed, day one of RingCentral's customer conference set the bar for day two.
After day one's focus on employee engagement and customer engagement coming together, day two focused more on innovation and collaboration in the workplace.
Innovation is a Balancing Act
Kira Makagon, EVP of Innovation for RingCentral kicked off day two with a keynote on driving innovation in the millennial, always on, modern workplace. Emphasising the importance of the Dimelo acquisition and launch of RingCentral Engage, Kira spoke about how RingCentral's constant innovation enables day one's theme of uniting employee engagement and customer engagement.
Balancing customer-delighting interfaces, enterprise grade administration, a single communications app and a rich open platform were noted as the key acts when innovating throughout all products in the RingCentral portfolio.
Jenni Murer, CIO at Gant Travel were invited on stage to praise the innovation that RingCentral has bought to their company. As a remote travel company, the use of Glip, RingCentral Meetings and Pulse has allowed them to grow the business whilst lowering the costs. Gant's stats boast 30% cost savings while expanding, 95% reduction in agent transfers and 67% reduction in agent overtime.
"Because we are a virtual team, it's important that we don't feel virtual".
Call Message Meet
SVP of Product, Jose Pastor ran an interactive demo where the audience saw a real-time Facebook Messenger transaction into the RingCentral Engage platform. Within the agent console, the agent has access to all mediums that a customer interacts with the business on. So, if your customer has a large number of Twitter followers, you know upsetting them could reach a large audience.
When requiring expert assistance to aid the customer transaction, Jose demoed persistent chat history from the customer being shared with an expert in the given domain. By using the "Ask An Expert" option, Glip enables real-time collaboration to solve the customer problem, without having to keep the customer waiting for an extended period of time.
