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Hello to Amazing Phone Experiences Within MS Teams
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Hello to Amazing Phone Experiences Within MS Teams Aaron Cypher - RingCentral Sit in with RingCentral's Solutions Engineer, Aaron Cypher, as he takes a journey through how leading UCaaS providers are delivering amazing phone experiences to complete the Microsoft Teams user experience.
Advanced Technology Consulting (ATC)
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Hello to Amazing Phone Experiences Within MS Teams
- ATC Tech Summit Tony Gheller Territory Partner Manager Denver, CO Aaron Cypher Sr Partner Solutions Engineer Phoenix, AZ Douglas Switzer Sr Account Executive Cincinnati, OH
- ©2022 RingCentral Hello To Amazing Phone Experiences Within Microsoft Teams 2
- Simplify Communications In any mode, on any device, anywhere OUR MISSION ©2023 RingCentral Happy Employees Happy Customers Phone Chat Desktop Mobile Video Hybrid SMS Fax
- Poor employee engagement Inability to scale Lack of mobility Hybrid workforce Disparate solutions Inefficient workflow Decreased productivity Disjointed communications Lack of integration App overload Overcoming barriers Poor customer experiences
- Contact Center integration Advanced Phone Capabilities Reliability Integrations Why Microsoft Teams customers choose UCaaS vendors for telephony More than 85% of Teams customers look to third-party telephony experts for integrated services” Patrick Watson Cavell Group High TCO of Teams Global Reach Analytics
- How do UCaaS vendors typically integrate with Microsoft Teams?
- 7 ©2022 RingCentral Find the best deployment option for you Provide flexibility with multiple deployment options to deliver a solution that balances user needs with cost. Mixed deployments enable you to deliver both the Embedded Dialer and Direct Routing to end users to meet user needs and budgets. Embedded Dialer Direct Routing E1 or E3 license UCaaS vendor’s dialer integrated into the Teams app provides the user experience I’m looking for Five 9’s reliability Meet the calling needs of every user in your organization with every feature the UCaaS vendor has to offer Add-on MS Phone System license or E5 license UCaaS vendor powering Teams telephony has to be invisible to end users Reliability constrained by Microsoft’s three-four 9’s SLA Accepting of limited advanced features
- Embedded Dialer ✓ Embedded dialer in Microsoft Teams for a shortcut to RingCentral app ✓ Dial any phone number, RingCentral or Microsoft contact, or extension directly within Microsoft Teams ✓ Access to SMS/MMS features ✓ Enable faxing capabilities, directly from within the Teams UI ✓ No added Microsoft Phone System license required Great for customers who want easy access to RingCentral’s Embedded Dialer in the Microsoft Teams sidebar
- 9 ©2022 RingCentral Find the best deployment option for you Provide flexibility with multiple deployment options to deliver a solution that balances user needs with cost. Mixed deployments enable you to deliver both the Embedded Dialer and Direct Routing to end users to meet user needs and budgets. Embedded Dialer Direct Routing E1 or E3 license UCaaS vendor’s dialer integrated into the Teams app provides the user experience I’m looking for Five 9’s reliability Meet the calling needs of every user in your organization with every feature the UCaaS vendor has to offer Add-on MS Phone System license or E5 license UCaaS vendor powering Teams telephony has to be invisible to end users Reliability constrained by Microsoft’s three-four 9’s SLA Accepting of limited advanced features
- 10 Presentation title ©2021 RingCentral Direct Routing ✓ RingCentral takes over the calling back-end for Teams calling experience. Powerful cloud PBX capabilities without having to leave the Teams interface ✓ Non-branded; Looks like Microsoft Teams with RingCentral running the phone system behind the scenes ✓ Consistent desktop, mobile & web experience - no additional training needed, no separate interface ✓ Microsoft Phone System license required Great for the most native experience within Microsoft Teams for making and receiving calls
- The Best of Both Worlds…
- Effortless customer + agent experience All in One Inbound Outbound WEM Digital First Omni- channel Integrated UCaaS AI Customer Experience
- Agent Experience Within Microsoft Teams Seamless collaboration for faster resolutions Increase agent productivity by eliminating time spent toggling between CC vendor and Teams Resolve complex issues faster with easy access to subject matter experts Improve CSAT by seamlessly connecting customers to experts across your organization Reduce dropped calls and abandon rates with carrier-grade voice services Decrease deployment time and cost with a pre-built integration
- 14 ©2022 RingCentral What to look for in your UCaaS (and CCaaS) vendor of choice… • Enhanced UC Features • Reliability • Security • Compliance • Available Analytics ©2023 RingCentral • Global Footprint • Pre-built Integrations • Available APIs • Single UC/CC Offering • Omnichannel CC Offering
- Thank you!
- One platform Global telephony UCaaS+CCaaS shared Network Company-wide collaboration One vendor relationship Analytics Phone Message UCaaS (Unifed Communications) CCaaS (Contact Center) Workforce Engagement Management CRM integrations IVR self service Smart routing Enhanced Analytics Omnichannel Video AI Connect all agents anywhere | Access expertise | Simplified, efficient tools Collaborative Contact Center (UCaaS + CCaaS)
- Outbound Predictive dialing Progressive dialing Preview dialing Call blending TCPA risk mitigation Dynamic agent scripting Digital & AI Social Messaging In app Bots/ Virtual Agents AI Routing Knowledge Management Inbound IVR self service ACD with skills- based routing Real-time reporting Analytics Dashboarding Integrated UC Collaboration apps Video training Team workspaces for customer insights Connect non-agent SMEs Video CX channel Company-wide analytics WEM AI-driven agent assistance tools Workforce Management Quality Management Performance Management Interaction Analytics RingCentral CX Portfolio
Notas do Editor
- RingCentral has long been known as the leader of cloud telephony - but really, we’re a business communications leader with a complete solution that addresses the modern problems of today. We’re going to talk through some of the innovative ways RingCentral is enabling teams to stay effortlessly productive in today’s world. With the growth of demand of cloud communications, we’ve also seen more competition than ever in this space. So what’s so special about what RingCentral offers? I like to focus on these five.
- Our mission is to simply communications in any mode, on any device, anywhere in the pursuit of more happy employees and customers.
- We help organizations tackle the problems that many customers face. Disparate solutions, lack of being able to move calls or meetings between devices, disjointed workflows, poor employee or customer experiences. Our goal is simply to make communication and collaboration simple and effortless for our customers.
- SLIDE MESSAGING & NOTES: What makes us the #1 Worldwide Pure Play UCaaS Company? Here are just a few key metrics that differentiate us.
- SLIDE MESSAGING & NOTES: What makes us the #1 Worldwide Pure Play UCaaS Company? Here are just a few key metrics that differentiate us.
- UPDATE IMAGE/VIDEO
- SLIDE MESSAGING & NOTES: What makes us the #1 Worldwide Pure Play UCaaS Company? Here are just a few key metrics that differentiate us.
- UPDATE IMAGES
- I’d like to start off with introducing our RC Collaborative Contact Center. RC CC is a comprehensive, unified and integrated solution for contact centers ranging from SMB to Enterprise. What sets us apart is our our leading AI customer and agent assistance capabilities, our agile WEM that is tailored to the hybrid workforce, and our UCaaS integration which results in significant telephony savings and the ease of a single vendor relationship. We’ll talk about these in more detail later on in this presentation.
- Seamless collaboration for faster resolutions Increase agent productivity by eliminating time spent toggling between RingCentral Contact Center and Teams Resolve complex issues faster with easy access to subject matter experts Improve CSAT by seamlessly connecting customers to experts anywhere in your organization Reduce dropped calls and abandon rates using high-quality, carrier-grade voice services Decrease deployment time and cost with a pre-built integration that eliminates customized development and scales easily
- #1 in telephony integrations that streamline workflows throughout your enterprise Optimizing workflows is a ma
- RingCentral Contact Center customers enjoy a number of critical benefits that make help companies increase customer satisfaction and save significant expenses through increased agent efficiency. In addition to the standard sort of capabilities represented by the icons in each box RingCentral provides a number of advantages for companies in three critical areas: Global Telephony: Because all calls are on the RingCentral network we significantly reduce telephony costs while providing high quality calls anywhere on the globe, thanks to our highly reliable network. Company wide collaboration which improves communications within the contact center, and breaks down the silo between the contact center and the rest of the organization to allow agents to get fast help on difficult questions to increase first contact resolution. In addition, our Pulse solution sends critical notifications to key stakeholders through our collaboration tool set allowing organizations to respond immediately to changing conditions to always ensure the best customer experience. A single vendor relationship: The average contact center manages 20 vendor relationships - the breadth of the RingCentral capabilities allows organizations to significantly reduce their vendors management load with a broad suite of market leading solutions (Gartner MQ leaders in UC, CC, and WFO)
- RingCentral Contact Center integrates everything you need to deliver a great agent and customer experience: With Inbound & Outbound Digital capabilities like in app messaging, social media messaging AI with bots/ virtual agents/ routing… AI enabled agent assist sand coaching Our state of the art Workforce Engagement Management suite for optimizing agents schedules and performance. Insight & analytics And integrated with our industry leading UCaaS suite for all employee collabaortion
- RingCentral is built on a secure cloud platform with a robust portfolio of global security and compliance certifications Putting it all together: RingCentral is the most secure and private global cloud communication platform. We offer: Always-on information security protection and data privacy management Your data is safe and compliant with the law Breadth of dynamic, real-time controls Comprehensive administrative toolset The most reliable cloud communications platform Industry-leading five 9s reliability for 12 quarters in a row