1. US
2. Service / B2B
3. We have 4-6 agents in the Contact Center and those agents receive and make calls in Contact Center AND in RingCentral. I really do NOT like that they are completely separated. It absolutely does not work for our business and had I know when we signed up, I would have never agreed to the contact center. But...since I did, we are stuck with it. It is not a bad system, it just does not work for us as if an agent gets a call on the office side and then a call comes in from the contact center then it puts them in an unavailable state and my agents do not realize. Due to the nature of our business, those agents generally have many tabs open (yes, they have 2 screens as well). The 'Max Agent' gets lost within the tabs plus they do not always look at it because they are always busy entering in orders, etc. We have lost so many calls because I have agent ready to take calls but they are sitting in an Unavailable state and did not realize it. The system that we came from before did not have this issue. My agent could take and make calls out of the contact center and the UC without issue. They did not have to worry about a 'max agent'. They simply logged of the CC via their desk phones. It was clean and simple. I have spent many training hours with my agent and their manager and they all absolutely HATE the system. Now I understand that most businesses will just use the CC for their agents and I do not think that the system is bad - just is very difficult for us.
4. 1. I would envision the when an agent is logged in to the CC. Gets a call in the UC, the CC center would then try and send that agent a call would then just route the call to the next available agent an not put that agent in an unavailable state. 2. I would love to see the Max Agent maybe have an option as an app?? Maybe where it was able to see in the taskbar and show notifications to indicate status. Green = Available, Red=Unavailable, Blue=Other, Black=Not signed in???? OR have an indicator on the deskphone. Softkeys to indicate and or log in/out. 3. Ability to transfer via the deskphone. Again this could be done with softkeys. This was the hardest habit for my agents to break. They are on a call and want to transfer, they see a transfer button on the phone. "Why is it not working????"
5. Way less frustration and more adaptability for different types of business. Not everybody that uses the contact center is a contact/call center. PLEASE PUT MORE PRIORITY TO MERGING THE SYSTEMS. My rep mentioned that they are working having the ability to change the status of unavailable to available when the CC tries to route a call and the agent is on a UC call. However it will not be available until late 2020 AND we have to Pay for it when it is available!!!!!!!!!!!!!! I was told this at the end of 2019 so it is going to take them a YEAR to build it out. Which tells me that it is considered low priority to them. (sorry this is a real sore spot for me) RingCentral has a lot of great features and I really do love the UC and the CC - I just hate that they are such separate systems. To me if I am buying
6. 50
2. Service / B2B
3. We have 4-6 agents in the Contact Center and those agents receive and make calls in Contact Center AND in RingCentral. I really do NOT like that they are completely separated. It absolutely does not work for our business and had I know when we signed up, I would have never agreed to the contact center. But...since I did, we are stuck with it. It is not a bad system, it just does not work for us as if an agent gets a call on the office side and then a call comes in from the contact center then it puts them in an unavailable state and my agents do not realize. Due to the nature of our business, those agents generally have many tabs open (yes, they have 2 screens as well). The 'Max Agent' gets lost within the tabs plus they do not always look at it because they are always busy entering in orders, etc. We have lost so many calls because I have agent ready to take calls but they are sitting in an Unavailable state and did not realize it. The system that we came from before did not have this issue. My agent could take and make calls out of the contact center and the UC without issue. They did not have to worry about a 'max agent'. They simply logged of the CC via their desk phones. It was clean and simple. I have spent many training hours with my agent and their manager and they all absolutely HATE the system. Now I understand that most businesses will just use the CC for their agents and I do not think that the system is bad - just is very difficult for us.
4. 1. I would envision the when an agent is logged in to the CC. Gets a call in the UC, the CC center would then try and send that agent a call would then just route the call to the next available agent an not put that agent in an unavailable state. 2. I would love to see the Max Agent maybe have an option as an app?? Maybe where it was able to see in the taskbar and show notifications to indicate status. Green = Available, Red=Unavailable, Blue=Other, Black=Not signed in???? OR have an indicator on the deskphone. Softkeys to indicate and or log in/out. 3. Ability to transfer via the deskphone. Again this could be done with softkeys. This was the hardest habit for my agents to break. They are on a call and want to transfer, they see a transfer button on the phone. "Why is it not working????"
5. Way less frustration and more adaptability for different types of business. Not everybody that uses the contact center is a contact/call center. PLEASE PUT MORE PRIORITY TO MERGING THE SYSTEMS. My rep mentioned that they are working having the ability to change the status of unavailable to available when the CC tries to route a call and the agent is on a UC call. However it will not be available until late 2020 AND we have to Pay for it when it is available!!!!!!!!!!!!!! I was told this at the end of 2019 so it is going to take them a YEAR to build it out. Which tells me that it is considered low priority to them. (sorry this is a real sore spot for me) RingCentral has a lot of great features and I really do love the UC and the CC - I just hate that they are such separate systems. To me if I am buying
6. 50
