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RingSense & AI

RingSense & AI

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  1. Many organizations have multiple separated instances of CRMs. Currently, RingSense is not able to support this. With the ability to support multiple, the deals, coaching and trackers would only allow managers to see the data relevant to their team and CRM instance.

    14 votes

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    Planned  ·  0 comments  ·  RingSense  ·  Admin →
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  2. Request to have integration between RingSense and MS Teams (ability to import recordings into RingSense for Sales). This could open up a huge SAM since we have a lot of customers using the Embedded App.

    4 votes

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    0 comments  ·  RingSense  ·  Admin →
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  3. Customers with RingSense will have the option to access it through their RingCentral Web/Desktop applications to easily manage the service instead of having to login separately.

    2 votes

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    Implemented  ·  0 comments  ·  RingSense  ·  Admin →
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  4. Ability for a manager to change the AI score if they disagree with it.

    11 votes

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  5. Give admins the ability following a completed call to have the transcript of a completed call to be sent to the customer in different formats - pdf, or text file, or similar to voicemail, "text to voicemail." The issue is about capturing the "event" or the conversation from a "compliance" standpoint, which I suspect will be more important when RingSense for Service comes about.

    7 votes

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    0 comments  ·  RingSense  ·  Admin →
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  6. Just as voicemail recordings are emailed to the user following a call, so should a call that a RingSense user finishes. The admin should have the ability to choose this setting for each user, so it's able to be for some users but not others.

    7 votes

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  7. The suggestion is that, in playback view, clicking on 'Sentiment' shows the negative pinpoints in the interaction timeline which will let Supervisor drill down to exactly where negativity was marked.

    16 votes

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  8. Add a voice/phone integration with Five9 to allow RingSense to pull in phone call recordings.

    3 votes

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  9. In keeping with ADA and Compliance, Section 508 will require that the RingCX agent interface jumps to the new message versus putting a blue bubble down arrow when the external party sends a digital communication. NOTE: a visually impaired agent using software like Jaws may not be notified of a new message from the external party unless the new message triggers the disability software like jaws to trigger because the screen has changed when it jumps to the latest message.

    2 votes

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    Planned  ·  0 comments  ·  Other  ·  Admin →
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  10. Provide the ability to use Trackers/AI to assign scorecards to interactions based on trackers being assigned to the scorecards. In other words create a scorecard, attach specific trackers. Then when trackers are found in interactions add the relevant scorecards to the interaction

    7 votes

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  11. Add ability to set order of Scorecard when more than one exists. Currently, it's the first scorecard created

    3 votes

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  12. It would be helpful to have an ability to add a summary note when moving a recording into a Library folder. This would allow people to quickly determine the reason why the recording is being saved, and what is the critical information to get from it.
    Note that the summary should also include who wrote it and have the ability to edit/add additional notes.

    10 votes

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  13. Many times, there is a small portion of a meeting that is an excellent example of how to sell the product. Rather than having to save an entire recording, it would be helpful to highlight just the portion that you want others to review. It would save a lot of time for people to review the key portion.

    5 votes

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  14. Highlight the calls the you have open or that you have reviewed in the Team or All Calls page.

    5 votes

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    Planned  ·  0 comments  ·  RingSense  ·  Admin →
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  15. As an example, an organization needs for the receptionist to say "xyz" during each call. Would like to be able to filter on calls where that does not take place (i.e. calls that do not have that tracker).

    8 votes

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    0 comments  ·  RingSense  ·  Admin →
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  16. When a manager provides coaching (or it is done via AI), would like the ability for both manager and individual to vote on the coaching given.

    5 votes

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  17. Many times, there are others in the meeting other than just Sales People. For example, there may be PreSales individuals in the meeting. The feedback from AI needs to take into account the type of engagement (Corporate intro/first touch, PoC, Discovery, Demo, Architecture, Legal, Negotiation, Security, Closing). Example: a SE will demo and will have a different level of interaction (more a push interaction than a conversation). There are similar qualities between sales and SE but there are some differences (technical skills, longer pitch from the SE point of view)I would love the AI to flag the fact that the…

    5 votes

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  18. When the manager gives feedback, it is important that RingSense update the manager (to save him/her time) if the coaching works but also to track if the individual falls back into his/her bad habits over time. Example: Someone uses a lot of filler words, the manager can coach on the “Hum”, “like”, “you know what I am mean”, etc.
    AI sends an email on a frequency defined by the Manager and once the behavior is corrected, no more email notification unless if the AI detects the behavior has returned.

    8 votes

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  19. Customers are looking for macro trends that can help them improve their sales. Ex: Callers asking about home generators have increased by 40% in the past week in California. Ex: 60% of your sales team failed to mention your new RingCentral Events product to customers.

    5 votes

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  20. It would bring a lot of value to update the manager about the summary of Sales criteria that members of the team have. Ex: 70% of your team close the meeting well but 15% of your team has no action plan/next steps agreed on after the end of the meeting. This could give a lot of insight from the manager to the CRO level to define what the next soft skills training should be.

    5 votes

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