As businesses strive to improve customer satisfaction (CSAT) and employee satisfaction (ESAT), they often overlook the power unified communication (UC) and contact center (CC) platforms have on customer and employee experience.

When businesses do finally recognize room for improvement in their UC and CC programs, many teams look for solutions that can support hybrid workplaces, scalability, and employees' abilities to address customer needs quickly. According to a commissioned study conducted by Forrester Consulting on behalf of RingCentral, by evolving UC and CC technology, the composite organization achieved a 211% ROI, $12 million-dollar NPV [over three years], and more.

In this insightful chat with RingCentral product marketing leader Andy Watson and guest speaker Forrester consultant Chengcheng Dong, we'll explore the economic and customer experience impact of investing in a complete communications platform that supports both internal and external communications while examining:

  • How the value of UC and CC extends beyond contact centers
  • How new technology improves way of doing business
  • How combined UC and CC solutions create a positive domino effect in the workplace

Featured speakers

Speaker Name
Chengcheng Dong
Consultant
Forrester
Speaker Name
Andy Watson
Senior Product Marketing Manager
RingCentral