We're moving into an age of artificial intelligence to provide predictive solutions for our customers. And utilizing tools like Coveo allows us to be more empowered to ensure that we have the content that supports those needs. RingCentral is the number one global provider of communication systems for enterprise all the way down to small business. We provide a single unified solution for our customers to communicate and collaborate with one another and their customers. As a company that is growing and emerging from a small business to a medium and large sized business, we're beginning to understand the capabilities and power around self-service for our customers. Over the last year fifteen months, we have been implementing, tools like Coveo and seeing just dramatic success. And also, we're seeing a lot fewer phone calls into our contact center, and that's that's been a real big impact for us and allowed us to invest even more in our self-service platform. We are now able to analyze the customer needs ahead of time. You utilizing several data points that Coveo brings to us, we can put those together with their past history, with their current case history, with their last interaction with our RingCentral Contact Center, and we can now make recommendations predicted based on those findings. Well, predictive recommendations means that the customer in many cases before they've even asked the question, we've already anticipated potential answers for them to get them more quickly to their solution. In some cases, it it seems seamless to the customer. The level of effort is incredibly low for them. Well, what low effort means to a customer and to RingCentral is that a simpler, quicker, more efficient customer experience that cost RingCentral less, but also cost the customer less time as well. If our customers spend less time trying to self solve their problems, then that leaves them more time to optimize and appreciate the capabilities that RingCentral and the RingCentral product suite provides. We've really just empowered our folks internally and externally with the Kobeo tool. Our call volume has dropped by over fifteen percent in the last year since we've implemented Coveo. I believe that is a direct impact of us not only having a better content, better visibility into their content through the content gap reports that Coveo provides, but also a better search, a faceted filtered search that our customers can get to their content much more easily. We've seen a surge about eighty two percent increase in our KB views. Over the same exact period and a sixty two percent increase in searches. So all of that to me translates to Coveo really making an impact and we're seeing it in the metrics.

Reducing Incoming Calls with AI-Powered Self-Service at RingCentral

RingCentral is the largest global provider of communications systems. With tens of thousands of customers, the company had to reimagine their customer journey to empower customers to find the answers they need without the intervention of a live agent.

Find out how RingCentral implemented Coveo Salesforce integration in their self-service community and immediately saw fewer calls coming into the contact center. You’ll gain insights into how the company uses the analytics and machine learning of Coveo for Salesforce as well as how they effortlessly provide predictive and powerful recommendations to anticipate their customers’ needs.

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