RINGCENTRAL

RINGCENTRAL.CO.UK

CONTACT
CENTRE™
SOLUTIONS

eBook
Service Description Document

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 1

INTRODUCTION
AND PURPOSE 01
This document outlines RingCentral's service offering for contact
centre solutions.
RingCentral Contact Centre is an innovative cloud-based multi-tenant
platform. It’s suitable for organisations of all sizes that are limited by
premises-based contact centre (CC) and private branch exchange
(PBX) systems.

RingCentral Contact Centre is an ideal solution for Unlike premises-based CC and PBX vendors that provide a
organisations that need to increase customer satisfaction and one-size-fits-all approach, RingCentral is a proven vendor with
improve agent performance. By integrating market-leading flexible offerings to help any size of organisation significantly
cloud inbound CC, workforce optimisation, and unified improve its customer satisfaction (CSAT) scores while
communications (UC) solutions into a single suite to simplify increasing agent performance and productivity.
contact centre management, RingCentral Contact Centre
allows companies to focus on delivering excellent customer
experience (CX).

RingCentral’s differentiated Contact Centre service combines our

cloud CC software suite and UC capabilities with carrier-grade telecoms
infrastructure and networking expertise.

This unique blend provides each of our customers the flexibility RingCentral’s Contact Central service offering provides
to choose the building blocks that will lead to the most a number of additional unique key benefits. RingCentral
effective solution. Our distinctive cloud offering also enables improves customer communications by bringing together
cost-effective approaches to support advanced enterprise Contact Centre and UC capabilities, providing agents with tools
CC disaster recovery plans, the ability to add additional for messaging, knowledge sharing, and video to improve their
functionality at any time, and the ability to seamlessly scale our interactions with customers. RingCentral is a competitive local
services up or down based on our customers’ needs. Through exchange carrier with its own global network, which enables
enterprise-grade omnichannel automatic call distributors delivery of a true end-to-end solution for customers.
(ACD) with intelligent skills-based routing, interactive voice
response (IVR) , and speech recognition, RingCentral is helping In summary, RingCentral combines the best CC solution with
organisations improve their customer experience with agent deep experience in UC and telecommunications, empowering
performance optimisation tools and analytics and performance every customer to improve agent productivity, customer
dashboards delivered on an enterprise-grade open cloud service quality, and operation efficiency.
platform. The RingCentral platform is powering the next wave
of customer engagement, allowing companies to effectively
serve customers and agents on their own terms.

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 2

KEY FEATURES
• Intelligent routing including voice, voicemail, omnichannel • Actionable reporting and omnichannel analytics with
routing, chat, co-browse, and outbound campaign surveys, call recording, supervisor tools, prebuilt reports, and
management analytics dashboards

• Interactive voice response (IVR) self-service • Flexible cloud data storage options and archiving

• ACD (advanced call distribution) • Blending AI and self-service

• Inbound contact centre • Workforce management and optimisation (WFM, WFO,

speech and text analytics, and performance coaching tools)
• Skills-based routing

• Social media interactions

• Web-based interface, flexible dashboards, and customisable
views
• Outbound blended engagement
• Customer engagement across the entire company
• Intelligent call suppression (collaboration, PBX integration, and shared directory)
• Client relationship management (CRM) tool integrations • Screen and call recording agent self-evaluation with quality
• RESTful application programming interfaces (APIs) management (QM)

• Flexibility, security, and reliability

BENEFITS
• Carrier-grade uptime and reliability • Powerful and highly configurable tools for increased
productivity
• Geo-redundant, fault-tolerant architecture
• Improved customer experience through omnichannel
• Highly scalable platform for any enterprise size
interactions or channel of their choice
• Eliminates the capital of on-premises equipment
• Сross-platform universal queues for better agent
• Industry-leading CCaaS/UCaaS delivers best-in-class organisation
experience
• Track critical metrics with smart contact centre management
• Seamless working across multiple locations and remote
• Unlock the potential of your team by facilitating employee
agents
self-improvement
• Empowered agents with additional communication tools to
• Increase agent engagement and retention
access company experts and shared information for first-call
resolution • Save on telephony costs, and pay one simple monthly bill

• Streamlined service delivery by providing agent-assisted and • Seasonal scaling, work through a disaster, work-anywhere
fully automated actions to improve the speed of resolution of agents
customer issues
• Active failover, encryption, guaranteed 99.99% for Contact
• Single agent desktop and management to manage every Centre, and 99.999% uptime for UC
interaction on any channel from anywhere
• Compliant with security standards

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 3

RINGCENTRAL NETWORK
02
RingCentral Contact Centre is designed, built, and operated as platform's architecture has multiple levels of redundancy built
a cloud-based business communications platform. The robust into it. Typically, it runs in active/active mode to ensure service
and powerful platform behind this solution is based on a reliable, failover is as seamless as possible without causing disruption.
scalable, and modular architecture. Built from the ground up, the

With a service level agreement (SLA) of

99.99% uptime, and a much stronger
uptime history, RingCentral Contact
Centre delivers unmatched availability
and reliability.

COMPLIANCE
Security is important when you move your contact centre to the internet access locations/data center locations, and web load
cloud. Fully committed to data security, RingCentral experts distributed with load balancers. The firewalls provide basic DoS
make sure data is completely safe all the time and every Contact attack capabilities such as SYN attacks. The load balancer is
Centre system is reliable and running at top speed. a fulI proxy, so it isolates client-side communications from the
server side. RingCentral also has fulI encryption for data "at rest,"
RingCentral is committed to maintaining compliance standards
like customer data and messages on all endpoints (e.g., mobile
for customer privacy and information security. Effective security
applications, softphones, and desk phones). Backend data is
controls flow through the entire system. In addition to standard
also encrypted at rest.
compliance policies, RingCentral conducts internal process
reviews periodically throughout the year. The platform is rigorously tested though regular penetration and
intrusion detection exercises, all proactively monitored by two
The RingCentraI products use a multi-layered security modeI
network operations centres (NOCs) on a 24/7 basis, by highly
with customer data logically segmented across multiple
trained on-site engineering specialists. Entry to each data center
application databases. All data access is tied to authenticated
location requires biometric identification as well as dual-person
sessions. Infrastructure access controls are in place and
authentication and a built-in system of “man traps.” Security and
operational access is only granted to authorised personnel.
safety systems are audited monthly for maximum insurance, and
RingCentral product platforms are defended against DDoS each data center is ISO 27001 certified and SSAE 18 compliant,
and TDoS. Regarding TDoS, the RingCentral Office® product allowing for 99.99% guaranteed platform uptime, including
perimeter is protected by ACME SBCs. Regarding DDoS, maintenance windows.
RingCentraI has multiple connections to carriers, multiple

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 4

PCI
RingCentral Contact Centre offers a Payment Card Industry report PCI compliance. The level of PCI compliance for each
(PCI) Level 1 compliant environment under the Payment Card business is determined by how credit card data is handled
Industry Data Security Standards (PCI DSS) that has been and by the number of electronic transactions processed each
validated by an experienced Qualified Security Assessor (QSA) year. RingCentral’s PCI compliant environments emphasise
from The Cadence Group. This is a key assurance instrument, a commitment to information and data security at every level.
as customers evaluate the strength of RingCentral’s security, Offering deployment in a PCI compliant environment makes it
performance and reliability practices. PCI compliance refers easier for customers to implement PCI DSS compliant solutions
to implementing and adhering to the PCI DSS defined by according to their needs. Customers are responsible to obtain
the PCI Security Standards Council. Businesses that store, and maintain their own PCI certification.
process, or transmit payment card information are required to

PRIVACY SHIELD
RingCentral complies with the EU-US Privacy Shield Framework Department of Commerce that it adheres to the Privacy Shield
as set forth by the US Department of Commerce regarding the Principles of notice, choice, onward transfer, security, data
collection, use, and retention of personal data transferred from integrity, access, and enforcement.
EU member countries to the US. RingCentral has certified to the

GENERAL DATA PROTECTION REGULATION (GDPR)

RingCentral offers customers a robust Data Processing privacy commitments that few software companies can match
Addendum (DPA) governing the relationship between the and has been updated to confirm compliance with GDPR. More
customer and RingCentral. RingCentral’s DPA contains strong information about GDPR and compliance is available online.

ISO/IEC 27001
ISO/IEC 27001 is an auditable international standard that RingCentral Contact Centre is ISO/IEC 27001 certified. This
defines the requirements for a company's information security certification helps RingCentral to protect its information assets
management system (ISMS). The standard is designed to ensure and gives additional confidence to businesses and individuals
the selection of adequate and proportionate security controls, RingCentral does business with—especially customers
and is the only such standard currently in existence. on whose behalf RingCentral often manages information.
Accreditation helps to assure them that their information is
properly protected.

SOC 2
RingCentral publishes an annual Service Organisation Controls organisation to the criteria set forth by the American Institute of
2 (SOC 2) type 2 report, also referred to as an AT 101 report. Certified Public Accountants (AICPA) Trust Services Principles. A
The SOC 2 report is an attestation report that validates the SOC 2 report is available upon request.
effectiveness of RingCentral’s operating controls as a service

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 5

SOC 3
Unlike a SOC 2 report, a SOC 3 report can be freely distributed to the public for general use. RingCentral has undergone a third-
party audit to certify its services against this standard. The RingCentral SOC 3 audit report is available online.

DISASTER RECOVERY
Remote working can be a mandatory part of your business
continuity plan during national or international emergencies.
Downtime at your contact centre isn’t an option. That’s why
RingCentral offers a published uptime guarantee of 99.99%.
If disaster strikes, quickly switch your call centre operations
to agents located anywhere in the world or even deploy a
temporary contact centre. RingCentral’s cloud delivery model
means operations can be quickly scaled up and down based
on demand.

• 99.99% guaranteed availability • Deploy a temporary centre or enable agents to work

remotely
• 24/7 network operations monitoring

• Ability to route calls to agents located anywhere

• Not dependent on hardware vulnerable to outages

• Geographic redundant servers to minimise risks

• Ability to scale up and down immediately as needed

• Ability to move operations if needed

• Flexibility to quickly adjust plans if needed

• Deploy working from home agents

• Cloud-based delivery model allows for quick deployment

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 6

CUSTOMER CARE

RingCentral Support
A dedicated customer success team ensures customers are
RingCentral NOC and Global Network
03
RingCentral manages carrier-grade network operations centres
using the new cloud CC to its full capability. RingCentral (NOCs) distributed worldwide able to respond to any issue,
customer support operates 24 hours a day, 365 days a year, around the clock. RingCentral proactively monitors numerous
including all bank holidays, for all RingCentral Contact Centre SLAs and has multiple layers of redundancy built into the
customers. Customers can raise issues via phone, email, web platform to ensure provision of a carrier-grade solution. This
chat, or the RingCentral ticket portal as well as offering a monitoring backs up the global network of data centers, media,
detailed knowledge base for user self-service. and edge points of presence (POPs) that provide carrier-grade
reliability and uptime.

Support Service Levels (SLA)

Mean time to
Urgency Description Initial Response Time Update Interval
Resolution

Priority 1 Critical Experience a loss of Service at one or more All phone calls Every thirty 4 Hours
customers Sites: Cannot place and receive are answered on (30) minutes, as
voice messages, cannot send and receive average in less than requested, until
internet faxes, cannot host and participate in 5 minutes service is restored
audio conference calling

Priority 2 Urgent Partial Service at one or more Customer Sites: All phone calls Every thirty 1 Business Day
Can place and receive voice calls, can receive are answered on (30) minutes, as
voice messages, can send and receive average in less than requested, until
internet faxes, can host and participate in 5 minutes service is restored
audio conference calling but other Core Plan
Service Features are unavailable

Priority 3 High – Minor functionality impairment: All All phone calls Every business day, Mutual Agreement,
Services identified in the RingCentral are answered on as requested, until in writing, between
Office Plan Purchase Agreement are average in less than service is restored RingCentral and
available 5 minutes Customer
– Loss of features that are non-service Web Cases:
impacting: Customer has access to all
Services identified in the Office Plan < 8 Hours
Purchase Agreement (this does not create
a loss of service)

Priority 4 Medium – Requests for cosmetic or UI Web Cases: Initial update/ Mutual Agreement,
enhancements not impacting Core Plan response provided in writing, between
< 24 Hours
Service Features upon case being RingCentral and
– Non-service impacting questions (no loss opened Customer
or impairment of Services is involved)

Note: All RingCentral SLAs are best-effort and the contractual commitment relating to these agreements will vary depending on the contract and agreement that is drafted.

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 7

RingCentral has a well-defined problem resolution process. RingCentral and describing the problem. The problem is
This process starts by the customer entering a ticket into categorised by severity and responded to with the appropriate
the RingCentral portal, opening a chat session, or calling level of action.

Four levels of severity are used: Priority

1 to Priority 4. RingCentral works directly
with the customer on their enquiry and
resolves a significant majority of the
issues upon first contact.

Should an advanced issue require a higher level of support, the issue is resolved. Large customers are also provided with
RingCentral will escalate to its Tier 2 or Tier 3 team. When this a dedicated customer success manager (CSM) who is their
occurs, a response time is provided to the customer and they champion and escalation point. CSMs are focused on service
are kept abreast of issue status. adoption and helping the customer realise their ROI with
RingCentral. This model exists for all customers in all global
Customers can monitor ticket progress updates and status via
regions.
the portal. Tickets are closed only when the customer agrees

PROFESSIONAL SERVICES AND PREMIUM CUSTOMER CARE

RingCentral offers professional services for pain-free implementations and premium, enterprise-grade support.

• Comprehensive site and network analysis followed by • Following deployment—ongoing single point of contact—a
bespoke deployment plans to ensure best-in-class voice designated support manager is assigned for long-term
quality and service. guidance, assistance, and issue escalation.

• Full planning and design. • Quarterly business reviews. Value based, in-depth usage
analysis and reports to promote best practices, optimisation,
• On-site engineers and a project manager.
and getting the most out of the RingCentral solution.
• Worry-free experience; industry experts to design best
practice processes to eliminate business downtime.
• Live service and support, including priority escalation for
issues raised and regular network assessment via network
• Rigorous acceptance testing ensures your service is up and monitoring tools.
running as you want it.
• Full enterprise bespoke end-user and admin training
sessions.

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 8

ONBOARDING
04
For RingCentral Contact Centre, the RingCentral onboarding process is as
mentioned below. Thanks to a simple and seamless transition with the help of
the RingCentral Professional Services (PS) team, your employees can be up
and running straight away. RingCentral follows the below onboarding process
for accounts large or small to be able to provide full end-to-end delivery.

RingCentral takes a multi-phased approach to guiding and RingCentral engineers work with you and your technical
advising you, with multiple touch points throughout your team, offering expert assistance throughout the process, with
engagement, from the time you first evaluate the RingCentral project management, on-site consultancy, and deployments.
solution through in-depth planning and design with dedicated RingCentral provides complete implementation services to
engineers to understand your unique technical situation. get your account up and running, walking your team through
the physical setup of phones, networks, and the configuration
settings for your employees.

Solution Define Build Deploy Iterate Transition

PLANNING AND DESIGN

The planning and design process will begin from your initial conversations with RingCentral project managers who will be gathering
information about your systems and how you want RingCentral to work for you. The RingCentral PS team will be introduced to you
early on in your discussions with RingCentral to allow them to get a full understanding of your business and how to best implement
RingCentral Contact Centre.

The RingCentral Professional Service team will provide a thorough planning and design service, which will include:

• Establishing call routing details—confirm how current calls • Creating a complete user list
flow and how you would like them to flow on RingCentral, if
• Beginning porting process, highlighting all numbers to be
different
ported
• Obtaining site-by-site details
• Completing planning and design review with end customer
• Confirming local site contacts
• Providing signed off Scope of Work document

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 9

PROJECT MANAGEMENT
Once the planning and design element has been completed, manager will ensure there are regular status reviews throughout
your PS account manager will be your single point of contact the process.
throughout the whole process. Your project manager will
Each stage will be handed over only after a complete
project manage the whole process end to end, taking you
agreement between the RingCentral project manager and
through every element of the process. The RingCentral project
customer representative.

ON-SITE CONSULTANCY/DEPLOYMENT
On-site visits from the PS project manager and engineers Deployment will include full physical device and app
ensure that the deployment is optimised for your unique deployment to the satisfaction of the client at each site. The
business environment. RingCentral will provide a worry-free RingCentral project manager will also test all call flows and not
experience and having on-site support means you are able to sign off the deployment until rigorous user acceptance testing
let the RingCentral project manager take full control of all data has been completed and signed off.
collection and deployment.

IMPLEMENTATION
RingCentral uses industry standards and best practice
to deploy the solution. Custom training will be created
and delivered to executives, power users, or end users;
this can also be customised to be delivered to all three.
Implementation can also include deploying integrations
specific to your business if mentioned within the
statement of work.

ONGOING SUPPORT
Once the full deployment is over, RingCentral will be available The RingCentral onboarding process will be specific to your
for ongoing support. RingCentral provides a number of implementation of the services; it is therefore not possible to
options for ongoing support. You have the option of the free provide timescales associated with each step. As mentioned
support available within your edition as mentioned above. The earlier, RingCentral is able to set up and deploy systems within
alternative option is to select advanced enterprise support, the day, although if you have more demanding requirements,
which is available with a technical account manager, a these timescales will be escalated. RingCentral will work around
professional who advocates on behalf of your organisation to your deadlines and ensure the full on-boarding process is
address technical issues and best practice needs, along with complete within your timescales.
a dedicated support phone number with priority call and case
routing to continue to support your account and requirements
moving forward optimally.

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 10

OFFBOARDING
05

Subject to contract end dates and termination of services,

RingCentral makes it easy for customers to port numbers away
from RingCentral in accordance to industry regulations and within
industry standard processes.

DATA EXTRACTION
RingCentral provides full access to all customer data to customers. Once you have given notice of
intention to leave RingCentral, you are able to extract all data. Customer-generated data shall be
destroyed by RingCentral within 30 days of termination.

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 1111

RINGCENTRAL CONTACT
CENTRE EDITIONS AND
FEATURES
06
All versions of the product include voice routing and management, agent desktop,
administration tools including reporting, dashboards, call monitoring, call recording,
powerful administrative and development tools, automatic upgrades, and full disaster
recovery with automatic failover.
The table below provides detailed information on the base set of RingCentral packages
and the capabilities provided in each package.

Base Packages Matrix

Feature and functionality Basic Advanced Ultimate

Blended inbound/
Functional approach summary Voice only Omnichannel
outbound calling

Call capabilities

Phone calls

Skill-based routing

Transfer

Conference

Omnichannel capabilities

Omnichannel agent desktop

Email

Web chat

Chatbot (keyword based)

Outbound phone call from chat

Fax (Requires third-party capability: see option

table below)

Social media (Requires third-party search)

Work item/case routing

SMS

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 12

Basic IVR functionality

Open, close times with multiple branch options

Emergency routing

On-hold music (stock or uploaded)

Customised messages to inbound callers

Zip tones

Follow-the-sun routing

Priority account queuing

Inbound call voicemail with email delivery

Touch-tone menus

Call recording

Simple screen pops

Warm call transfer

Whisper tone

Promise keeper

Agent-level routing

Agent notification on desktop with key

customer information

Blind call transfer

Customised text-to-speech

After call disposition

Advanced IVR functionality

Advanced screen pop, highly customised

interactive integration

Inbound call voicemail with email delivery

Self-service IVR with data dip

IVR speech recognition (requires speech recognition licences)

Customer callback

Audible queuing times, status, count

Inbound call voicemail with custom queue

inclusion

Programming-based customisable IVR actions

RingCentral Office interoperability

Extension-to-extension dialling

RingCentral App Expert Connect

Fax handling

Meetings

Video conferencing

Screen share

Transfer/conference across UC and CC

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 13

Supervisor tools

Monitor, whisper, and barge-in

Real-time and historical reports

Prebuild and custom reports

API-level access to reporting data

Customisable for agents and managers

Apple mobile supervisor app

Call recording and playback

Administration/configuration environment

Security-based profiles

Central administrative environment

Skill-based proficiencies

Agent address books

Development environment

Drag-and-drop studio development

environment

Omnichannel and advanced function dev tools

Reporting dashboards

Customisable for agents and managers

Advanced multi-input reporting and dashboards

Outbound capabilities

Manual outbound dialling

Click to call

Outbound compliant calling mode

Personal connect outbound

Campaign management

Blended inbound and outbound automated

dialling

Preview, Progressive, and Predictive

Data integration APIs

Admin APIs

Agent APIs

Authentication APIs

Patron APIs

Real-time data APIs

Reporting APIs

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 14

 Reliability, scalability, security

Active/active disaster recovery

Compliant to PCI and many other standards

Flexible system scalable to thousands of

agents, fast and easy to add agents as needed

Allows agents and supervisors to work from

home or remote location

OPTIONAL CAPABILITIES
There are a number of optional capabilities that are available for RingCentral Contact Centre but require additional charges. These
capabilities provide value that will be critical to some RingCentral customers and not required by others.

Capability Description Minimum required package

Allows callers to speak to the IVR instead of requiring

Speech recognition them to enter touch tones for interactions. Charged on Advanced
a per minute basis.

A powerful tool that provides dashboards that include

information from the Contact Centre system as well
inView performance management as third-party software such as CRM systems to help Any
manage call centre performance. Also provides insight
into agent performance as well as gamification.

Scheduling shift management, time of tracking,

Workforce management Any
forecasting, and adherence.

Voice and screen recording and playback. Scorecards,

Quality management Any
dashboards, scoring tools with normalisation.

Analyse all interactions and provide actionable insights,

Speech and text analytics automated topic and trend discovery, sentiment Any
analysis, and many searches and filters.

Call recordings and transcripts, voicemail recordings,

Extended short-term storage Any
and chat transcripts available and charged per GB.

Call recordings and transcripts, voicemail recordings,

Archiving/long-term storage Any
and chat transcripts available and charged per GB.

Advanced capabilities that allow companies to use

analytics to decide when to offer a chat, tools to build
Advanced chat and co-browse Advanced
pop-up chat boxes, and allow agents and customers to
co-browse as needed.

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 15

Capability Description Minimum required package

Omnichannel customer surveys that deliver in-depth

analytics and benchmarking capabilities to drive
actionable insights with minimal effort. Gain detailed
Feedback Manager feedback from customers to enable the business to Any
improve performance through specific and quantified
interaction details for better coaching and to
recognise agents.

Monthly fee for Salesforce, Microsoft Dynamics,

CRM vendor monthly fee Zendesk, Oracle, and others. Pass through charges Any
from vendor.

Charged on a per GB basis—different charges for

Screen and voice recording Any
short-term storage and archiving.

Auto attendant Dial by name to agents in the contact centre. Any

English and Spanish are included. Additional

TTS language packs Any
languages available at additional charges.

Desktop app—lives in the agent desktop. Agent

Embedded agent workstation desktop application does the actual Any
lookup.

- 24/7 tech support via voice, chat, and portal

- 24/7 customer care
- Key Account Manager
- Technical Account Manager
- Two (2) account reviews per year
Contact centre premier support Any
- Three (3) Professional Services hours per month
- Twenty percent (20%) Professional Services discount
- Twenty percent (20%) educational discount
- Catalogue or self-paced, webinar, and instructor-led
courses

Fax handling Charge for third-party application. Advanced

Capability Description Minimum required package

Connect on the channels customers prefer,

including messaging (WhatsApp, Facebook
Messenger, Apple Business Chat, etc.), social
Engage Digital Any
media (Facebook, Twitter, Instagram, Youtube, etc.),
live-chat with contextual information access, email,
in-app messaging, and consumer review portals

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 16

Contact Centre Studio Key features include:

RingCentral Contact Centre's Studio application is a powerful • Create and maintain omnichannel routing strategies in one
tool providing you with access to everything you need to visual, intuitive interface
create and maintain omnichannel routing strategies and queue • Supports voice calls, emails, and chat interactions, as well as
processing flows. From API to zip tone, Studio is your visual, Work Items such as SMS or CRM tasks
intuitive interface to ensure every contact is treated and routed
exactly as you want. • Use predefined Studio routing components, as well as API-
or SDK-based custom components
• Superior flexibility for routing solutions ranging from simple
routing flows to complex applications
• Fully integrated Voice Portal for voice self-service
applications and voice contact routing

Workforce optimisation (WFO)

Help your organisation improve everything that impacts the
customer experience.

Key WFO features include:

• Audio and screen recording • Analytics-Driven Quality (ADQ),
speech and text analytics
• Quality management
• Performance management
• Workforce management
scorecards
• Coaching management
• Customer survey
• eLearning
• Gamification to motivate agents

CONTACT CENTRE MAX AGENT INTERFACE

MAX is a dynamic, context-sensitive interface designed for
the streamlined handling of all CC interactions, regardless of
channel. With MAX, your agents will be ready to tackle their
roughest days and most complex interactions with ease.

Collaboration
MAX provides a whole new world of advanced tools, enabling
your agents to collaborate quickly and with confidence.
RingCentral’s intelligent Address Book has powerful search
capabilities and contextual, advanced filtering. With integrated
presence information, agents can see at a glance who is
available for collaboration. RingCentral tools make it easy Key functionality includes:
for even your newest agents to identify and collaborate with • Collaboration tools with dynamic agent state and queue data
subject matter experts; advanced filtering displays the most
commonly consulted resources. Once your agents have found
• Intelligent address book
the best contact, simplified consults, conferences, and transfers • Powerful search capabilities
help make the connection. The RingCentral interface is
• Contextual, advanced filtering
consistent across channels, reducing the time spent searching
and clicking. • Simplified consults, conferences, and transfers

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 17

Contact handling Contact Centre InView dashboards
MAX provides multichannel contact handling with native RingCentral Contact Centre InView is a full cloud-based
support for blended inbound and outbound voice, voicemail, performance dashboard system that delivers real-time data and
email, chat and Work Items. Virtually any other channels such business intelligence for alI levels of calI centre operations. A
as text/SMS, CRM, and ticketing is supported via Work Item revolutionary optimisation solution engineered by call centres
handling. MAX is an intuitive, context-sensitive interface. Your for calI centres, RingCentral Contact Centre InView drives
agents' most relevant tools and actions are always in view and successful execution by aggregating performance data from
located just a click away. disparate systems and acting on the data with proven business
improvement processes.
Key functionality includes:
RingCentral Contact Centre InView increases accountability
• Context-sensitive interface
and creates a culture of continuous development essential to
• Blended inbound and outbound voice, voicemail, email, reaching business objectives.
and chat
Key functionality includes:
• Other channels via Work Item handling.
• Real-time pre-integrated performance dashboards

• Cloud optimised solution

Agent empowerment
MAX provides a wealth of real-time information to the agent. • Data aggregator and business intelligence
It enables agents to monitor their own key metrics, such as • Greater visibility and impact for executives
agent performance and productivity, including trending for
today, yesterday, and the last week. When you let your agents
know about their personaI performance and show them how Business metrics
they are doing compared to their team, they can pace their The InView performance dashboard solution aggregates your
contact handling according to thresholds and expectations—no businesses KPls into a consolidated, integrated solution. With
surprises at the end of the shift! real-time, personalised performance data you can identify
correlations easily across data sets, take action with proactive
Key functionality includes:
problem notifications to supervisors via automated alerts,
• Dynamic agent interface intelligent address book foster empowerment and focus with customised employee
dashboards, and reduce operating costs through maximum
• Real-time display of agent performance, productivity, and
visibility.
skiIIs

Performance management
Measure the performance of each agent, coach, manager,
site, and project. Track emails, chats, tweets, tickets, and calls
using the multichannel performance dashboard. There are no
limitations on KPI measurements, including the ability to create
global performance scores using weighted KPls for a unified
performance score.

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 18

Key functionality includes: Business transparency
• Enhanced effectiveness and efficiency for supervisors Get real-time tracking, trending, and reporting on agent, team,
and project quality metrics. With this level of detail, you can
• Increased productivity and proficiency for front-line agents
quickly identify best practices, potential concerns, and process
• Fully integrated with Salesforce and SpiceCSM improvements. Give agents real-time incentive tracking so they
• Automatic display of customer data can track their own performance.

• Customise quick transfer tools

Pulse for RingCentral Contact Centre
• Disposition active contact RingCentral Pulse for Contact Centre is a collaborative
• Contact centre performance display approach to notifications, moving alerts directly into the
RingCentral app collaboration tool and helping the right people
• Agent and queue availability
respond immediately from any device.

By marrying our contact centre capabilities with the RingCentral

app, RingCentral provides a critical way to stay responsive to
your customers’ needs.
! Average Answer Time Failure

Average Speed To Answer: 1m 3s

Skill Name: IB_Phone_CWH Key functionality includes:

Campaign Name Longest Queue • Identify and track what is important to your business.

Service Level Service Level Goal

• Review trends and immediate events.

• Send alerts to collaborative teams to allow immediate response

Service Level Threshold
from those who need to act

A simple configuration tool for the contact centre that defines Inform the right people in a tool that allows immediate
what to monitor and who to notify: response:

• Identify and monitor conditions that are important to your • Define teams for each type of alert
business
• Get alerts on any device
• Decide how often to send alerts
• Collaborate on solutions right there in the tool
• Identify what teams should get the messages

CONTACT CENTRE IVR

RingCentral Contact Centre IVR enables you to service more customers at a lower cost by moving calls
to self-service.

Key functionality includes: Begin Snippet Case

• On the fly, graphic call

development tool Voiceparams
US UK FR
• CRM/database connectivity

• Advanced speech recognition

and touch tone Play Reqagent Music Wait

• Text to speech

• IVR reporting Play

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 19

Visual call flow development Key functionality includes:

Create and edit contact flows quickly and easily, providing a • Increased agent productivity through predictive dialling
flexible solution to fit your business needs, without limitations • Skills-based routing
imposed by equipment, software, or vendors. The visual drag-
and-drop tool makes development and changes to call flows • Proficiency weighting
quick and easy without professional service involvement. You • Multi-location and at-home agent capabilities
can configure the RingCentral Contact Centre IVR in many
• Inbound/outbound call blending
different ways, including:
• Multiple channels
• Self-service that allows your customers to verify a payment,
ensure a shipment is on its way or update their account • Universal contact queue
information without ever speaking to an agent • Database connectivity
• Using the outbound capabilities of RingCentral Contact • Queue Keeper
Centre to reach your customers for proactive customer
service • Automatic call back

• Basic menuing by department, category, or need • Supervisor monitor/coach/barge

• Transferring to phone numbers external to the ACD; • Call recording

RingCentral Contact Centre can send the call to any phone • White noise for PCI compliant call recording
system you need
Routing
IVR reporting Our skills-based ACD software powers through the callers in the
Run reports to see overall use of the IVR, where callers drop out queue and quickly distributes them to the agents with the skills
or get stuck. A contact can be followed through the IVR to see to help them.
what the navigated IVR path was for a specific customer during
Proficiency levels of agents are also considered to make sure
a specific call.
calls are always routed to the best available agent with the
highest proficiency. The RingCentral Contact Centre ACD can
Self-service
be configured to ensure your high-value customers are given
Automate caller requests through the IVR so customers can get
priority and are moved ahead in the queue—or you can route
on their way more quickly. Since the customer can request a
them to a special priority customer queue. If wait times are too
live agent at any point in their interaction, you can offer multiple
long, ACD has a call back feature that lets your customers wait
contact options, increasing customer service.
for an agent without having to wait on the phone.

Website, database, and CRM connectivity

Omnichannel
Integrate your website into your CC, connect to data tables for
Help organisations streamline omnichannel customer
account lookups or your customer database to help your agents
interactions with a 360° view of your customers all on one
handle contacts more effectively. A variety of CTI options are
platform.
available so your IVR application can query external database
and CRM systems, as well as queue requests for information or Empower agents across all channels—voice and digital—with
callbacks via an interface on your website. a unified desktop and contextual customer journey analytics.
Compatible with a number of communications vehicles such as
Speech recognition IVR, chat, email, fax, and click-to-dial web calls, the RingCentral
Contact Centre ACD omnichannel routing gives your customers
Make it easy for your customers to get the help they need, when
a choice in how they interact with you. No matter what channel
they need it, by just saying what they need.
your customers choose to use, ACD connects everyone in a
single intelligent and unified queue.
Contact Centre ACD
RingCentral Contact Centre ACD features rich omnichannel
functionality to optimise your customer interactions. The
function is highly configurable to address many use cases
beyond a simple feature list.

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 20

The RingCentral Contact Centre ACD is built with the user and administrators to find all the information they need to run
in mind. Agents will find the thin agent application easy to a world-class CC. This portal allows for easy management of
use and intuitive. All contact types are handled through one agents, skills, inbound and outbound campaigns, dispositions,
interface, which increases productivity by eliminating toggling and point of contacts. It is also where reporting is located.
between screens. There is also an admin portal for supervisors

No matter what channel your customers

choose to use, ACD connects everyone
in a single intelligent and unified queue.

Contact Centre Salesforce Agent Console

The RingCentral Contact Centre Agent for Salesforce enables intelligent contact routing so the call and caller information are
delivered on a single, unified screen on the agents’ desktops in Salesforce.

Key functionality includes:

• Integrated interface • Handles inbound and outbound voice, chat interactions, and
routing for Salesforce cases
• ANI screen pops
• Click-to-dial (CTD)
• Automated call record creation in Salesforce

• DNIS scripts and custom screen pops

• Multi-tab/multi-browser support

• Supports custom triggers and proactive prompt

ENGAGE DIGITAL
Engage Digital is a platform built for modern customer
engagement. The platform allows customer care agents to
manage all their digital customers interactions, providing a true
omni-digital experience. Through an intuitive interface, Engage
Digital favours a consistent user experience across channels
while improving agents’ productivity. This innovative technology
simplifies the management of resources while providing best-in-
class customer support.

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 21

WHY RINGCENTRAL
CONTACT CENTRE 07
1. UNDISPUTED PRODUCT LEADERSHIP AND 2. FUTURE-PROOF
COMPETITIVE EDGE Migrate to the cloud—once. Once you move to the RingCentral
RingCentral pioneered cloud-based business communications cloud, you won’t require an infrastructure update ever again.
and now offers a market leading, comprehensive feature RingCentral provides regular release improvements that
set. As a result, RingCentral has received accolades from will continue to keep each customer ahead of the game in
leading analysts, including being recognised as a Leader in regards to communications and CC. RingCentral’s cloud
the 2015, 2016, 2017, 2018, and 2019 Gartner Magic Quadrant platform is able to cope with unlimited growth, scale, and
for Unified Communications as a Service (UCaaS). RingCentral transform to meet your needs.
continues to build on this through substantial investment in R&D
to stay ahead of the game, in turn keeping customers ahead of
their game.

Further keypoints:
• Leading cloud contact centre solution recognised by
3. REVOLUTIONARY SIMPLICITY industry analysts such as Gartner and Forrester

The RingCentral model is incredibly simple to use for both • 15+ years of experience in the cloud
administrators and end users. No separate deployment/office/
• 99.99% guaranteed uptime
site planning is required. Administration can be consolidated
across all sites and managed via a single easy-to-use admin • 275,000 agents using the solution in over 100 countries

portal. Users get intuitive user interfaces that can be tailored • Rapid innovation resulting in two major releases a year
per role, giving every customer granular control over users,
• Complete solution with omnichannel routing, workforce
locations, and reporting. optimisation, and analytics delivered on an enterprise-
grade open platform

4. INCREASE CUSTOMER LIFETIME VALUE 5. BOOST AGENT SATISFACTION

Deliver the consistent omnichannel experience your global Onboard new agents faster and make them productive from
customers want. Improve your customer acquisition, retention, day one. Provide agents a single, intuitive desktop to keep them
and growth with great service. engaged. Dramatically reduce agent attrition.

RINGCENTRAL® UK | RINGCENTRAL CONTACT CENTRE™ SOLUTIONS SERVICE DESCRIPTION DOCUMENT 22

6. IMPROVE EFFICIENCIES 7. STREAMLINE COLLABORATION
Break down silos across your service centres. Put the customer Empower your agents to collaborate within the contact centre
experience at the heart of everything you do. and beyond.

8. BOOST CONTACT CENTRE PERFORMANCE WITH OPEN PLATFORM TECHNOLOGY

Enjoy seamless integration with essential business applications. you can tailor your contact centre toolset through open APIs
Choose from native integrations with CRM apps like Salesforce, that you can use to integrate with other essential business
Oracle, and others. Through the RingCentral open platform, applications.

For more information, please RingCentral, Inc. (NYSE: RNG) is a leading provider of cloud Message Video Phone (MVP), customer engagement,
and contact centre solutions for businesses worldwide. More flexible and cost-effective than legacy on-premises PBX
contact one of our solution and video conferencing systems that it replaces, RingCentral empowers modern mobile and distributed workforces
experts. Visit ringcentral.co.uk to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral’s open platform
or call 0800 098 8136. integrates with leading third-party business applications and enables customers to easily customise business workflows.
RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral UK Ltd. 85 Uxbridge Road, 4th Floor, Ealing, London, W5 5TH, UK

© 2020 RingCentral, Inc. All rights reserved. RingCentral and the RingCentral logo are registered trademarks
of RingCentral, Inc. Other third-party marks and logos displayed in this document are the trademarks of their
507930113 06/2020 respective owners.