Enghouse Interactive’s Contact Center Solutions are now integrated with RingCentral UCaaS!
Unified Communications as a Service (UCaaS) is fast becoming businesses’ most considered option for their communication infrastructure, offering enterprise telephony, multichannel collaboration and more.
According to Synergy Research Group the number of UCaaS subscribers jumped by 41% in 2020 alone with total worldwide subscriptions now topping 17 million subscribers and is expected to grow to a $210B market by 2028.
Integration of the contact center application with the UC solution is key for the best agent and customer experience. According to Metrigy Research (formerly Nemertes), over a one-year period, customer ratings (as measured by CSAT, Net Promoter Score (NPS), Customer Effort Score, or a custom rating system) increase by 56.7% when the contact center and UC are integrated, versus only 38.3% when they are not. Operational costs decrease by 19.7% when integrated, versus only 14.5% when they are not.
EI Customers who have or are considering UC market leader and global provider RingCentral for their enterprise communication solution can now migrate from their legacy premise-based PBX solution to RingCentral UCaaS. Whether an Enghouse contact center is deployed on premise or migration to a cloud-based contact center is being contemplated, Enghouse Interactive’s integration to RingCentral affords customers flexible options and their existing Enghouse Contact Center Solution is fully supported. No need to re-train agents. No loss of historical data. Business operations and workflow remain as before.
Broadening our support for RingCentral, the latest release of Enghouse Interactive’s Call Recording and Quality Management solution, QMS v8.2, now enables existing customers migrating from their on-prem PBX to RingCentral to retain their call recordings without loss of data.
Enghouse believes in flexible and broad support for many communication providers. By Integrating with both market leaders in the UCaaS space – RingCentral and Microsoft Teams, Enghouse Interactive can better promote collaboration across all communication channels within the contact center.