126 results found
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RingCX live redaction
RingCX Automated Live Redaction made possible by including Audio as a setting in the RingCX >AI Tools> Personal Information Rule that currently redacts digital interactions for Personal Identifiable Information, PCI etc.
Enabling our media services with AI real-time redaction rules would enhance our standing within the Contact Center community of users. RCX live redaction combined with RS4RCX would offer peace of mind to support removal of specified information in real-time with in our ecosystem.
This will reduce the need to support third party products or extensive PS engagements, making RingCentral a clear choice for CX.
1 vote -
RingCX Callback Option uses Disposition Notes
It would be most helpful to synch the Notes field from the disposition field when selecting to set a callback for the agent. That way when the callback is triggered the agent actually has some idea of who they are calling and why. Our callback process will be much more user friendly. So I am saying now if the agent dispositions a call as callback the only option an agent. ay have is to set a specific time. Then when the agent is notified to click to call they only see a number nothing else
3 votes -
Custom tokens in Voice Queue External App URL
Rather than create a whole Voice Script, we would like the ability to add a custom token from the routing (such as a customer ID from a CRM lookup) to the External App URL field within Voice Queues.
Currently there is a limited number of tokens available & our partner SE has advised that nothing is on immediate roadmap to address this.
This would be ideal for customers who just want a web page shown (such as CRM record) rather than an extensive script presented to the agent.
1 vote -
Ability to connect multiple RingEX to a single RingCX instance
Reasoning - The tenanting / sub account feature of RingCX allows us to bring together multiple customers onto a single RingCX, however there is a limitation with extending this to multiple customers as the ratio of EX to CX is 1:1. If there was the ability to attach multiple RingEX then we could offer a centralised CX service with each repair shop retaining autonomy of their RingEX platform.
Benefit - Reduced PS costs, time to delivery, we can simply add users to an existing tenant, rather than needing new instances to be spun up & need project management etc.
Opportunity…
2 votes -
Ability to share the access to reassign the created role by the Super Admin using the RingCX platform.
Ability to share the access to reassign the created role by the Super Admin using the RingCX platform.
All Super Admin access should be able to see, access, and reassign the role created by one of the Super Admin users using the RingCX Administrator portal.
1 vote -
Call Timers for Agents
When on a call, we would like to see call timers when a caller is placed on hold. Standard practice is not to let a caller stay on hold for more than 2 minutes without checking back in with the client. However, RingCX lacks call times when completing multi-party calls. The Active Call List doesn't have timers running (or visible).
1 vote
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