Leading cloud communications and collaboration provider, RingCentral, has just announced an exciting new acquisition. An agreement has been made to purchase Dimelo, a state-of-the-art cloud-based customer engagement platform. The thrilling new acquisition will give RingCentral the boost it needs to deliver next-generation customer experiences (CX) in the digital world.Dimelo empowers enterprises to manage customer interactions through a single platform. Already, leading organisations like AXA, Allianz, ENGIE, Telenor and Orange use the Dimelo service to support their customers in verticals like retail, insurance, telecoms, and financial services.
Supporting Satisfaction in the Age of Digital
As customer experience becomes increasingly crucial to business success, companies must be able to connect with their clients using their preferred channels. The contact centre has evolved beyond voice to focus on live chat, social media, in-app messaging and more. With this new trend, enterprises are rapidly adopting support for various channels intended to improve customer experience.
According to the CEO and founder of RingCentral, Vlad Shmunis, being able to reach customers through their preferred digital channels is now crucial to success. Thanks to their new connection with Dimelo, RingCentral will be able to offer a new way for companies to engage with their customers. The acquisition will mean that RingCentral users can deliver world-class integrated conversations through countless critical channels including:
- Customer review platforms (Google Play, Google My Business, Bazaarvoice)
- Community forums (Lithium, inSided, WordPress)
- Email and live chat
- Social media (Twitter, Instagram, Facebook YouTube, )
- In-app messaging (for Android and iOS mobile apps)
- Messaging (Facebook Messenger, Apple Business Chat, We Chat)
RingCentral is thrilled to be taking the next step in their experience strategy with Dimelo.
The ability to support consumers through exceptional digital communications is a crucial part of business success in the modern world. Dimelo makes omnichannel engagement easier through an AI-based smart routing engine, that allows agents to manage their interactions through a single interface.
With one of the most extensive digital footprints in the industry, Dimelo remains at the forefront of customer engagement and business transformation. Leading technology business, Apple recently selected Dimelo to be one of the initial customer service platforms for Apple Business Chat. The Dimelo Engagement platform will bring the following features to RingCentral:
- Intelligent Classification Engine for optimal routing
- Machine learning to filter out noise and suggest useful responses.
- Central communication management hub
- Automatic recognition of 72 languages
- Unified consumers identities across all channels
- Efficient interaction distribution
- Traceability of interactions
Dimelo also offers Open APIs that allow customers and partners to add additional digital channels, integrate third-party chat-bots, and embed their system with leading business intelligence, helpdesk, and CRM solutions.
The full terms of the RingCentral acquisition have not yet been released, but the acquisition is expected to close by the end of this year (2018).