Top 10 voice features in RingCentral MVP [Enterprise edition] | #customersupport #supporticket

Every day, thousands of enterprise-level organizations rely on RingCentral for their phone and voice communications, with business needs varying from team to team. At the same time, we’re constantly innovating to bring you the latest in enterprise-grade voice features in the world.

Guided by recent polls of our customers, we wanted to share the top 10 voice features that enterprise organizations love in our flagship product: RingCentral MVP.

 

1. Multi-site admin: Unify and scale communications across locations and departments 

Large enterprises with multiple offices often have different technologies at each location. This means a complex backend system of twists and turns that IT teams have to navigate and manage.

The RingCentral Multi-site Support feature allows you to unify your communications infrastructure and manage them all under one single portal. Here are a few ways to use this feature:

• Set individualized outbound caller ID numbers to distinguish their operations within the company.
• Customize call handling rules based on languages, time zones, operating hours, and more.
• Delegate administrative capabilities at the site level for a more efficient management.
• Track individual site performance within a larger company view.

Learn more about Multi-site Support here.

 

2. Role-based access control: Take control over who can access what

Roles and Permissions allows you to easily manage access and permissions of users in RingCentral. Choose from prebuilt role templates to quickly grant access to users or create custom roles based on your business requirements.

Roles and Permissions gives IT more visibility into the business while ensuring authorized users and guests are only given the access they need. IT teams also have an extra layer of security to protect company data.

 

3. Caller ID Name (CNAM): Improve call pick up rates 

RingCentral Caller Name (CNAM) is a component of our Caller ID services. It refers to the caller ID name that’s displayed on an incoming phone call. When RingCentral users deliver an outbound phone call, our customers can use an API function called ‘CNAM Lookup’ to input the phone number and query the caller ID. Think of it as ‘do it yourself’ caller ID.

You can update your outbound caller ID name through the Admin Portal. And with local presence dialing, you can connect using over 100+ different local numbers on every call. After all, people are four times more likely to answer local phone numbers. 

 

4. Single Sign On (SSO): Use your apps with less effort and more security

Single Sign-On (SSO) allows your employees to log with one password to get access to a wide range of applications your business is using including RingCentral. 

Single Sign-On reduces cyber attacks and reduces “password fatigue” by encouraging stronger passwords among your users without having to save a list of passwords. 50% of help desk requests are password-related—with password resets costing organizations approximately $70.

 

5. Company directory: Full control of your internal employee directory

Company Directory Control enables IT admins to take control of the company contacts shown on employees’ instances of the RingCentral app. IT admins can easily hide specific contacts in the company directory from being seen in the app and vice versa. 

This helps keep your company contacts clean by taking group extensions off directory lists or keep specific extensions (for example, the CEO) unsearchable.

 

6. Automatic call recording: Stay compliant and keep improving

Automatically record all inbound or outbound phone calls with Automatic Call Recording. Businesses in highly-regulated industries such as financial services and healthcare can stay compliant while also monitoring calls and interactions with clients.

Recordings can also be used for customer insights, training, or to simply keep records. These help identify winning customer strategies and shortcomings. Just remember to always inform recipients that calls will be recorded before the conversation begins. 

 

7. Cost center management: Track and charge license expenses on a department level

For companies with global offices or multiple locations, tracking expenses and budget planning can be extremely complex without a Cost Center hierarchy built into your apps.

With Cost Center Management, IT admins can easily assign purchases of RingCentral licenses to a department/location or an individual based on Cost Center Codes. 

Let’s say you have hundreds of departments each with its own budget to keep track of. Cost Center Management helps track and manage RingCentral service costs against your departmental budgets in a single, unified view. 

 

8. Call queues: Improve first call resolution and increase business efficiency 

Call queues automatically answer incoming calls and distribute them to identified employees in your organization who can help resolve an issue or answer a question.  

Maximize employee availability through call queues, which offer call handling, flexible call flows, customizing business hours, real-time and historical call analytics. Spend less time redirection to the correct employee and lower your cost per call. 

With call queues, the entire resolution cycle is streamlined, allowing your employees to make the most of every call and provide the best service possible. 

 

9. CRM Integrations: Embed your phone where sales teams do their work

Want to get valuable data from your sales call logs and improve close rates? Integrate RingCentral MVP with popular CRM apps such as HubSpot and Salesforce—or Zoho to automate call logging and call transcriptions. 

Gain insights on every call and leverage RingCentral’s advanced phone system capabilities like Multi-level IVR and call handling, in tandem with your CRM tools and revenue intelligence AI tools like Gong. 

10. Call monitoring: Better support your agents

Your agents won’t have the ability to resolve customer issues every single time. That’s where call monitoring comes in.

Call monitoring allows you to listen in on calls, whisper to your employees, enter conversations, and even take over calls to improve agent performance. This provides opportunities for course correction, especially for new agents with important leads or if leadership is needed to manage either the next phase of a sales deal or a multifaceted support ticket. 

Real-time call monitoring also gives you a top-down view of everything happening in customer calls. Use together with RingCentral Analytics to access real-time data such as who’s the most active agent, who spends the most time on calls, and how much time customers are waiting in the queue to anticipate next-minute changes. 

Originally published Aug 22, 2022