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  1. 1 vote

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  2. Hello,Please evaluate (and hopefully approve) the Logitech H540 headset as an approved headset for Engage. This is a cost effective headset selection for high turnover agent populations.Thank you!

    1 vote

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  3. During the recent townhall in London, the focus on customer experience (both RC customers and the customers engaging with our customers through RC technology) caused me to think about how to make large impactful changes that could shape the industry.It made me wonder if there had been any thought about an AI-powered experience that could determine poor experience for customers dialing into IVR / call centers powered by RC and both "save" the customer for our customer while improving the implementation over time for RC customers.As someone who spends way too much time calling vendors to sort out things, the…

    1 vote

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  4. wanted to have options for the transfer the call for the 2 participant that she merged call

    1 vote

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  5. It would be helpful extending that 90 day system limitation to 365 days as our Agents are required to put in there vacation requests up to a year early.

    1 vote

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  6. Add an option to roles to remove or disable the Force Logout option on supervisor

    1 vote

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  7. Current process involved Admins uploading vm greeting files for personal queues. With a large amount of agents, and turnover, this is cumbersome and time consuming.

    1 vote

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  8. 1 vote

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  9. Everyone has a Chat bot, but not too many companies have a Voice Response Virtual Agent. I have been solicited by TalkDesk and they provide a Virtual Voice Bot with their basic package. RingCentral needs this kind of functionality.

    1 vote

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  10. Email notification can be set up when Hours of Operation are changed for Contact Center so that teams can be notified of such changes for awareness.

    1 vote

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  11. Customer service agents get the call prompts in the same area as windows notifications and makes it harder to answer call. Adjusting how many seconds it will appear for call to be accepted

    1 vote

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  12. Have a report to understand call quality phone calls coming into IVR. Better understand or be able to search for a contact id and see the quality of the call

    1 vote

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  13. At the minute when you create a new disposition to add it you have to go to the skill you want it adding to and add it there. If you are only adding 1 disposition and want it adding to all your skills this in incredibly time consuming and inefficient. It would be great to have the ability to add skills to the relevant disposition once it is created.

    1 vote

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  14. Currently available reporting for CX1 contact center analytics provide code based detail of call path through the IVR. It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the number abandoning from that path, and the number requesting an agent from that path.

    1 vote

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  15. Add the ability for the My Zone to see the Customer Info. We have team members that may need to look at their history, and do a call back. Nice to have all in one location for team members.

    1 vote

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  16. When a call arrives in the Contact Centre, there are a few variables that Studio picks up about the incoming call, such as it's ANI, City, State, Country - but for whatever reason, the CNAM (Caller Name) is not captured.I would like to see CNAM be captured in a Studio variable so that it can be used or passed to the agent accepting the call.

    1 vote

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  17. It would be beneficial to be able to set customizable statuses beyond the generic canned statuses, like Out to Lunch, Vacation, etc. That could be setup organizationally wide per account. In addition, if there could be multiple voicemail options that would sync based on status setting, i.e. Status set to Vacation and greeting would advise caller out on Vacation, or In A Meeting. Instead of users having to re-record their main voicemail greeting every time. Thank you.

    1 vote

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  18. Engage Voice FedRAMP certified is a deal braker for ALL GOVERNMENT ACCOUNTS as of Jan 2022.This means we can't get this accounts at all. These are 10 year contracts and when the window closes, your may never get e second chance.Please talk with Matt Foosaner with Ring Central SLEDMatt.Foosaner@ringcentral.com

    1 vote

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  19. With the sunset of Prebuilt reports it is a necessity to have data collected from the script into the historical reports such as the Interactions report which already includes all ACD data but not the ability to import script data.

    1 vote

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  20. We do all outbound calling for a number of clients who do fundraising. It would be nice to have the ability to add the company's logo to the emails we send out to their donors. It would also be great to have the ability to insert donation links into the emails for the donors to be able to access the clients donation pages.

    1 vote

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