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Market Force Information Expands Customer Experience Management Business with RingCentral’s Collaborative Contact Center Solution
2 Nov, 2018
Collaborative Contact Center enables greater customer responsiveness with integrated team messaging and real-time analytics
BELMONT, Calif. — November 1, 2018 — RingCentral, Inc.(NYSE:RNG), a leading provider of global enterprise cloud communications and collaboration solutions, today announced that Market Force Information (Market Force), a leader in customer experience management, has selected RingCentral to expand its contact center operations and enhance productivity of its global workforce across multiple locations in US, Canada, and Europe. Recently named a breakout vendor by Forrester Research, Market Force offers customer experience solutions, including contact center services, customer experience and employee engagement surveys, mystery shopping, and social media review tracking. Serving hundreds of customers globally, Market Force was seeking a contact center solution that would better support the growth of its customer experience management business. Previously, Market Force had a contact center system that was limited in reporting capabilities and did not enable mobility. Market Force was working to enhance its ability to more efficiently report call center data to other groups across the organization, and optimize schedules and associates’ performance against key indicators. The previous system was less effective in enabling agents to work from home, impeding mobility, which is a core part of the company’s future operations to meet customer and business demands. With RingCentral Collaborative Contact Center, Market Force now has integrated team messaging capabilities for faster communication across teams, enhanced mobility, and real-time analytics to enable greater customer responsiveness. “Given the growth that our customer experience management business is experiencing globally, we feel RingCentral is key to us continuing to serve our clients and their customers at a very high level,” said Ryan Stewart, Vice President of Canadian Operations, Market Force. “RingCentral’s contact center solution is the best I’ve worked with in my 20 plus years in this business. Paired with RingCentral Glip team messaging, we’re able to get the right information to the right people in real time, avoiding the additional email traffic that burdens organizations and slows customer response. It has fundamentally been a game changer.” Key RingCentral benefits for Market Force include:- RingCentral Glip™ team messaging: Streamlines inter-office communications among Market Force’s global workforce; enables messaging in real time to communicate updates on service levels; empowers dialogue around changes that are happening at different contact centers.
- Real-time analytics: Enable Market Force to have direct insight on customers and increase overall responsiveness and client satisfaction. Account managers who previously had to request contact center data and then wait while it was compiled can now access this themselves using the RingCentral Contact Center™ real-time dashboards.
- Global capabilities: Provide highly personalized and efficient customer experience, supporting agents based in the US, UK, and Canada, including robust self-serve voice response, customer messaging, agent screen pops with client information, as well as customer callbacks and virtual queuing.
