At RingCentral's annual summit, ConnectCentral, I got the chance to catch up with Sahil Rekhi, VP & Managing Director, RingCentral EMEA. Amongst other topics, such as the upcoming event, state of the market place and RingCentral's impressive upward curve, we discussed the plans for Dimelo. Last month RingCentral announced the acquisition of the digital customer engagement platform.
Who are Dimelo?
With 55 employees, and headquartered in Paris, Dimelo enables companies to manage all their digital customer care channels within a single platform. As a result, agents can manage multiple channels through a unique interface, increasing their response speed, streamlining resources allocation and levelling the flow during peak periods, ultimately impacting customer satisfaction. Using intelligence and analytics to identify a user's preferred platform of choice, Dimelo enables your business to respond to an end user where they are most likely to be.
When discussing the plethora of methods to communicate with a business in both the B2B and B2C world, we agreed it simply doesn't make sense for business to continue to shift the platform a user is on.
"Why force the customer to a different medium? You have to meet them where they want to meet you".
Over 13.5 millions messages coming from various sources (email, chat, messaging, social media, etc.) are categorised, prioritised and dispatched to customer care agents using Dimelo each month and more than 760 thousand problems are solved.
Dimelo roadmap
Refreshingly, the current roadmap for Dimelo is not set to change. Recognising the power of the product without the RingCentral brand, Dimelo is set to continue to add further social and communications channels as planned. Announced at ConnectCentral on day one of the conference, Dimelo now becomes RingCentral Engage.
