RingCentral Contact Center is an AI-first contact center offers a set of cloud-based software plans with basic features including support for inbound and outbound call centers and IVR and ACD capabilities. Advanced features include analytics, real-time call reporting, workforce optimization analytics, and omni-channel integration with SMS, email, and social media platforms.
N/A
Verint Speech and Text Analytics
Score 8.4 out of 10
N/A
Verint Speech Analytics is a tool used to transcribe and analyze millions of calls to discover customer insights and improve contact center performance in the cloud.
The ease of use and file retention/retrieval is key. The adjustment from an e-mail-focused workflow to the RingCentral Contact Center was easier with the organization. Recall and search features mimic Outlook and allow me to quickly find what I’m looking for. RingCentral Contact Center is not ideal for communication with external partners, so we still have to rely on Outlook e-mails for that.
Using the verint speech to troubleshoot the mobile app and before we did not have any viability on this topic before. Also before we had no way to look at anything that the guest had going on and now we are really able to drill down in every way to take care of the guest needs
Reliability: Our previous service was prone to outages, RingCentral Contact Center has been rock solid as long as we've used it.
Integration: Our IT team was able to build a custom RingCentral Contact Center dashboard on our website for our salespeople to manage inbound/ outbound calling. From there we were able to send call data directly into activities in our ERP (Acumatica).
Ease of use: It works well whether in the office or WFH (which many employees do regularly.
One of the things that I find extremely beneficial about Verint Speech Analytics is the transcription. Sometimes you have an hour call, an hour and a half call, and you don't have time to listen to an hour and a half call. The beauty is that we can find the transcription and then we can look in it. It specifies where if you look in the interaction details in the back of the call, you can actually see the transcription. You can see it'll identify where in the call, what line at what timestamp did that call hit your category and with what string, with what term did it hit. And that is extremely beneficial. And we're trying to go through and find those little points of, sometimes they're points of abrasion, sometimes there are things that are going really well. I love that we have a transcription. I love that we can also see the screens that is vital because a lot of times, and again, not that we're trying to find something bad, but the reality is in any industry, there's in any call center environment, should I say, there's call avoidance. There's always going to be some agents, it's just in any call center, in any industry, it happens.
Or sometimes our agents are just struggling. And if you see in real life, for example, a very high silence time, when we notice a trend, we'll start going into those calls and actually looking at those screens and seeing, is silence time call avoidance or could it be the agents are having difficulty utilizing the resources? Are the resources not clear? Is that what the delay is? Are they having trouble trying to find the answer? And a lot of times we found that too. We found they're searching and clicking and searching and clicking and it's because they just didn't know where to go. So that is a coaching opportunity. And sometimes it's a coaching opportunity, not so much in a positive way because they're purchasing things from Amazon. But I think, like I said, that's inherent in any call center environment. I do find the screens, the transcription, the trend analysis that's available within speech, there are so many things I could literally sit here and talk to you for quite some time.
We love it. And I'm even more excited personally now because I learned so much, as I was saying, about being in the cloud and being in that open-source environment where all of these enhancements that Verint has. And they're so often that they enhance their products and their offering now these little bots and AI to help with all of these different aspects, but that's only available if you're in the cloud and the open source. So there's a lot of benefit in being in prem, in net platform, which is where we are. And we were able to provide a lot of meaningful insight and guidance into a lot of different pain points in the company. But I anticipate, and I have full confidence, that we'd be a much more effective team once we're able to move into the cloud. So I'm very hopeful for that. I'm anticipating what else we could discover.
Automated scrubbing of PCI and PII data from transcription transcripts and recordings. Using AI to detect the payment screens in a real time manner vs having to program triggers.
Easier way to bulk export transcriptions and recordings for our legal teams.
We have no intention of renewing our contract with Ring Central. We have had multiple outages in the past 2 years. We have been without an account manager for the past 4 months and the resolution of open issues takes 2-3 months. We were being misbilled for cancelled services for almost 12 months. We are not satisfied with the quality, support, or price of the service
RingCentral Contact Center is not just only an app or platform which allows the company to manage the telephone calls, messaging functions, social media and emails, but also allows advanced features like the possibility of easy integration with other industrial systems, and customer/call analysis functions as well. It also supports and included with AI technology as well into some extent.
This platform offers a wide range of features inclusive of the transcript generation which is text analysis and speech analysis. This helps in tracking the customer requirements and getting them a product they desire. Also the API integration with other tools have a scope of improvement. The UI can be improved and costing can be reduced
RingCentral Contact Center's application is much more intuitive than Nextiva's application. It's also easier to configure. It also has a lot of functionality that Nextiva does not. For example, RingCentral will transcribe Voice mail messages for us, whereas Nextiva does not. RingCentral also sends us notifications when a customer sends us a text message, whereas Nextiva does not.
Verint Speech Analytics stacks up well against workforce management, we use workforce management mainly for forecasting and scheduling. We selected Speech Analytics because we want to know not only why customers are calling but what is being said in calls. Sometimes customer might get angry or they might ask for a supervisor so when we need to look at escalated calls Speech Analytics helps us pick those out.
The system is relatively reliable with minimal downtime. However, when there is an issue, it is often addressed slowly and causes significant business issues
With RingCentral Contact Center we were able to connect with our customers. The feature that allows the call to be sent to the first available rep ensured that this happened.
Also, my favorite feature is the call recording and transcription feature. This allowed me to get the customer's emails without asking them to repeat if I missed them the first time. Hence, happier customers and more meetings.
RingCentral Contact Center also made it very easy to set up a mailbox for customers to leave messages and reassure them that they've connected with the right person.
