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Contact Center & RingCX

Contact Center & RingCX

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171 results found

  1. Need the ability to export IVR Studio so they can be shared and imported.

    27 votes

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  2. While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

    Some requirements bubble up like multiple languages operating in the same system
    And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

    Those and more need to be addresses down the road, laying…

    14 votes

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    1 comment  ·  RingCX  ·  Admin →
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  3. Add VDI plugin for MAC users

    23 votes

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    0 comments  ·  RingCX  ·  Admin →
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  4. It is extremely desirable to show which party ends calls, details supervisors find very useful and help in determine if a complaint call has merit since the agent could have hung up early on caller. The detail would be maintained through reporting

    23 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  5. Suggestion is to offer simultaneous ring capability in RingCX, similar to what is available in the MVP call queue. In RingCX, the current routing options are Round Robin, Sequential, Percent Allocation and Geo Location.

    20 votes

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  6. RingCX Multi Channel Interaction Console “Live Interaction Management”

    It is desirable to offer our user community the ability to see and manage live interactions for both supervisors and agents. Our competitors have the ability to see all interaction modalities live and cherry pick/assign along with monitor, coach, barge and take over. RingCx Supervisors will now be able to see waiting or deferred interactions and assign them to specific agents while seeing enhanced analytics like previous CSAT score, previous disposition summary through identities/contact info. Agents can assign waiting interaction to themselves “Cherry Picking” a much asked for capability.

    14 votes

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    1 comment  ·  RingCX  ·  Admin →
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  7. After Contact Work – Display and Reports. Currently when a voice interaction ends, the agent state changes to Available and the timer restricts another call until the timer expires. Optimally, we have an actual after contact state that has an expiration timer and an agent override. The ACW would need to be reportable for time in this state, especially useful if agent can end early ( for example, to be able to see that they were allocated 30 seconds and only used 8 seconds. ACW would ideally be programmable for Voice only and Voice, SMS, Email etc.

    24 votes

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    1 comment  ·  RingCX  ·  Admin →
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  8. Text-to-speech capability for disabled people using the RC Engage platform. Text-to-speech (TTS) is a technology that converts text into spoken words, which can be useful for people who have difficulties reading, writing, or speaking. Some of the benefits of TTS for disabled people are: - It can improve accessibility and inclusion for people who are blind, visually impaired, dyslexic, or have other learning disabilities.- It can enhance communication and collaboration for people who are deaf, hard of hearing, mute, or have speech impairments.- It can increase productivity and efficiency for people who have physical disabilities that limit their ability to…

    39 votes

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    Under Review  ·  1 comment  ·  RingCX  ·  Admin →
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  9. 26 votes

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  10. Last Agent Sentiment Advances in AI makes optimal routing possible, routing new interactions based Last Agent Sentiment (if this customer interacted with this agent and it was positive based on agents’ availability direct new interaction to this agent. If the last interaction between this customer and the agent (who is due the next interaction) was negative, redirect to next agent skipping this potential negative conversation. This needs to be reportable that includes customer information like phone number or email for digital, the agent skipped and possibly the actual agent and the interactions sentiment outcome versus last with up/down metric showing…

    17 votes

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  11. Many of our customers would like the ability to have Screen Recording without the needs for a full WEM solution.

    10 votes

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    0 comments  ·  RingCX  ·  Admin →
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  12. RingCX generates transcripts to create Summaries on voice calls, but it's not visible to Agents. It should be available in real-time during the call and accessible after the call along with the Summaries. Both should be able to be memorialized in a connected CRM along with other metadata and call recording link.

    Our main competitors have that feature Zoom & Dialpad) and it's a common request from customers.

    9 votes

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    0 comments  ·  RingCX  ·  Admin →
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  13. It is important to use time-based Callback-in-Queue so that when a queue is ending callbacks aren't left waiting until the next day. Time- based Callback offering could turn off callbacks being offered 10, 15 or 30 minutes prior to Queue closing. Phase 2 could be time and "chance of answering" using AI to determine if a callback is offered can it be answered while the Queue is active such as number of agents, active talk time versus time left in Queue before closing.

    15 votes

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  14. This feature allow customers to be able to set bank holidays/Public Holidays (specific date/ specific date range) in advance on their IVR so there is different routings / greetings in place for those specific periods.

    This is a similar feature to custom rules in RingEX platform.

    7 votes

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    1 comment  ·  RingCX  ·  Admin →
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  15. Need the ability to export Agent Script from Studio so they can be shared and imported.

    24 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Today it is possible to use PSTN Transfer to send calls to RingEX from RingCX IVR studio.

    Adding a list of all RingEX extensions would improve customer experience. So they can quickly pick and choose from the list of call queues or users on the IVR Studio.

    7 votes

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    0 comments  ·  RingCX  ·  Admin →
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  17. The integration with MVP/RingEX and RingCX is better than CXOne (Max Agent) but still needs significant improvement.

    1. The biggest point of need is they need to operate under the same pane of glass. Either the MVP / RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.

    2. The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.

    3. You cannot see MVP queues…

    7 votes

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    0 comments  ·  RingCX  ·  Admin →
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  18. When a supervisor is actively monitoring an agent's call, they have the option to coach or barge-in. Supervisor should also be able to record that call to share with the agent later and do post-call coaching on improving the customer experience

    7 votes

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    0 comments  ·  RingCX  ·  Admin →
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  19. When an agent goes into RNA status, we'd like an alert that draws their attention, reminding them to move back to "Available". Currently, the letting is gray, which doesn't really catch the eye of user. We are recommending changing this to a bold red in RNA status.

    5 votes

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    0 comments  ·  RingCX  ·  Admin →
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  20. It is desirable to provide a Queue Event to send notification to an external device while continuing to route to agent. It is desirable to provide that multiple Queue Event Alarm Notification send to device can be programmed for one queue. Ideally we would configure RC RX stations as the destination where the station maybe connected to an analog port such as a bell or strobe. It would also be ideal if the MVP destination could be a page zone where RingCX Queue Event could dial a page zone and play a wave file “calls waiting in queue for 2…

    5 votes

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    0 comments  ·  RingCX  ·  Admin →
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