The intent, said Phelps, “is to harness the power of AI to free up extra time for our staff, allowing them to focus on human interactions. That is an essential part of the strategic goal. AI has significantly enhanced efficiency and customer satisfaction when it comes to our call center operations.”
With RingCX, he added, the company is able to answer calls faster, which has nearly eliminated call abandonment, and its outbound queue captures any abandoned calls for immediate callback. “These improvements have led to an 11% point increase in our SLA (speed of answer) metrics and have streamlined our workflows to get calls to the right people faster,” he said.
AI is now an expectation
Shashi Bellamkonda, AI and marketing strategist and principal research director at Info-Tech Research Group, said, “I have seen various organizations’ sales or customer experience (CX)/call centers use RingCentral. It is inevitable that they have to introduce an agent-assist model to their CX solution. The primary use case here is for training, coaching, and also intelligently assisting call center agents with information.”