TADS 2022 - Shifting from Voice to Workflow Management, Filipe Leitao
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RingCentral emphasizes the shift from traditional voice communication to comprehensive workflow management, driven by the changing demands of remote work and increased user expectations. The company aims to provide integrated solutions through its open APIs, enhancing collaboration and efficiency across various communication channels. Real customer success stories illustrate significant benefits such as improved automation, cost savings, and regulatory compliance.
TADS 2022 - Shifting from Voice to Workflow Management, Filipe Leitao
- 1. 1 ©2022 RingCentral Shifting from Voice to Workflow Management (or why best-in-class telephony is no longer enough) Tuesday November 08, 2022
- 2. So, who’s RingCentral? ©2022 RingCentral
- 3. Deliver Simpler Communications through our connected experience platform OUR CORE VALUE PROPOSITION ©2022 RingCentral
- 4. 4 ©2022 RingCentral History of Deep Innovation RingCentral Cloud PBX Integrated Partner Video Programmable APIs Team Messaging Global Office Analytics & QoS Collaborative Contact Center AI & Speech Analytics Unified MVP RingCentral Video & Webinars Pre–2014 2022 ©2022 RingCentral
- 5. 5 ©2022 RingCentral Our goal – a radically simple solution for the problems of hybrid world. Frontline & Agent Personas Unique Workflows Individual Security Needs ©2022 RingCentral
- 6. RingCentral in a few points Secure Global Compliant Reliable Collaborative What led us here today ©2022 RingCentral
- 7. So, why here, why now? ©2022 RingCentral
- 8. The ‘covid effect’ on remote work is tangible… 40% The way we work has changed 8 ©2022 RingCentral Sources: Ofcom | Digital In The Round | The Guardian | uSwitch 535% New types of workplace interactions requiring higher bandwidth 86% Users have greater expectations YoY increase in mobile data traffic Increase in daily video traffic UK rail passengers struggle to connect to network
- 9. 9 ©2022 RingCentral However… enterprise migration to cloud still has a long way to go big markets with ca. 60-70% growth margin Sources: cavell
- 10. Now, how’s everyone getting there? ©2022 RingCentral
- 11. 11 ©2021 RingCentral 11 ©2022 RingCentral Spot the difference… UCaaS CPaaS CCaaS Mergers & acquisitions leading to multi-vertical solutions that present the same channels of choice for nearly every product in the market
- 12. Is it just about features & pricing in the end? ©2022 RingCentral
- 13. Think different, focus on value! Efficiency Productivity Consistency People Teams Connected Anywhere! Workflows! ©2022 RingCentral
- 14. Voice is no longer the sole driving force ©2022 RingCentral Contact Center APIs and Code Message, Video, Phone
- 15. 16 Manage team messaging Programmable live chats Programmable SMS Send & receive High Volume SMS Message Programmable video meetings Retrieve meeting information Retrieve meeting recordings Video Programmable phone calls Access live voice streams Control live calls Programmable call recording Dynamic IVRs Programmable fax Phone Programmable LoB Reports Retrieve call log Retrieve message store Retrieve voicemail transcriptions Data & Analytics Programmable social media posting Send & receive web chat messages Manage in-app messaging Manage 3rd party reviews Social + Community Manage business rules Enforce regulatory compliance Manage users & phones Manage agents & groups Account Management Programmable telecom toolkit Have a look! ©2022 RingCentral
- 16. 17 ©2022 RingCentral APIs open the door to collaboration “if you want to go fast, go alone; if you want to go far, go together” Source: someone on the internet… CPaaS Ecosystem Developer APIs SDKs Orchestration Co-Innovation Mobile Edge Computing Integration
- 17. Partnerships change focus to value creation & solving problems ©2022 RingCentral
- 18. 19 ©2022 RingCentral Message Video Phone Resources Innovation Systems Experiences Value = Solving Problems
- 19. 20 ©2022 RingCentral ©2022 RingCentral Putting people back at the center Partner Facilitator Beneficiary Service Provider RingCentral People | Businesses | Access to Innovation
- 20. 21 ©2022 RingCentral Change in motion
- 21. 22 ©2022 RingCentral Create automated workflows and seamless integrations using our open APIs. Build integrations across our entire suite of products and services to solve problems. Once your app is built, it’s published to the RingCentral App Gallery, ready to be discovered by our customers and partners. Solving problems, together RingCentral App Gallery: www.ringcentral.com/apps/
- 22. 23 ©2022 RingCentral Join us and drive change … and over 250+ other apps at ringcentral.com/apps
- 23. So, what can we achieve together? ©2022 RingCentral
- 24. 25 ©2022 RingCentral “Produced reports (using RingCentral APIs) for operators at the restaurant level to adjust staffing levels so we wouldn’t miss to go calls” Nyle Brandenburg, Network Engineer, Brinker International Inc. ● API’s to inform staffing levels, increase sales ● Increase in stability of phone solution ● Significant cost savings “We now have the communication and automation tools to increase our capacity without needing a lot of additional staff.” Chais Meyer, Founder, 24 Hour Tees ● Automated 24x7 sales and support via SMS ● Ability to scale business effortlessly ● Improved customer satisfaction “A lot of these regulated businesses don’t even know RegTech tools exist and that they’re integrated into the RingCentral MVP suite.” VP of Business Development and Operations, Theta Lake “Staff could be working from home or meeting clients where the clients want to meet. Everything is recorded centrally” Sean Lam, Group Managing Director, Walker Crips ● APIs to record calls for regulatory compliance ● CRM integration for call reference data ● Cost savings and flexibility ● APIs to review calls, sms, messages, video ● AI to automatically detect issues ● Efficiency and scalability Real customer stories
- 25. 26 ©2022 RingCentral Home-made example Node.JS based Middleware / Server RingCentral MVP Philips Hue Home System Philips Hue Bridge Philips Lamp (3) Turn Light GREEN (Philips API) (4) Turn Green (Zigbee) (1) Presence Status Change: Available (2) RingCentral API: Presence Event Notification https://github.com/fleitao/the-ringcentral-collection
- 26. 27 ©2022 RingCentral This is no longer a feature rich or about who gets there first conversation. It is about developing an ongoing ecosystem of innovation that not only delivers results, but solves real-life problems for businesses and users alike. ©2022 RingCentral
- 27. Thank You Filipe Leitão Channel Sales Engineer filipe.leitao@ringcentral.com ©2022 RingCentral