RingCentral Contact Center Co-Browse and Advanced Chat and Proactive Chat

RingCentral Contact Center Co-browse will allow agents to simultaneously browse and collaborate with customers on any channel. Using a unique a co-browsing code, the customer will be able to co-browse with the agent.  

Key product features and components include:
 

• Dynamic contextual content sharing—text, documents
• Site guidance—directing a customer to a new page
• Visual guidance—highlighting a part of the page to draw the customer’s attention
• No installation required at either end
• "White list" fields can be used to protect sensitive customer data and enhance security

RingCentral Contact Center Advanced Chat will integrate the MAX agent application with customized and automated web content, such as banners, vouchers, special offers, and dialogue boxes, that behave as an embedded part of your company's site.

Key product features and components include:

• Embedded content—no pop-up or pop-out
• Mobile APIs—click to chat or request a callback from a mobile device
• Live Help Dialog—offer a live chat or callback • Web forms and surveys
• Content sharing—text, documents
• Site guidance—directing a customer to a new page
• Visual guidance—highlighting a part of the page to draw the customer’s attention
• Works with RingCentral Contact Center multi-chat and omni-channel contact handling
• "White list" fields can be used to protect sensitive customer data and enhance security

RingCentral Contact Center Proactive Chat This add-on feature will provide advanced web analytics and a sophisticated rules-based engine to selectively offer live help to visitors based on anything from business value to agent availability and to track when customers are offered live help. Triggers for live help may be based on factors such as time on the site, browsing patterns, scoring, or agent availability.

Key product features and components include:

• Pre-deployment web analytics—help to analyze web visitors to identify hot maps, high value customers, and target browsing patterns
• Profiling—scoring individual visitors and their online behavior
• Intelligent Rules Engine – develop a robust set of rules to help streamline the customer chat experience
• Post-Deployment Web Analytics—measure and evaluate customer engagement performance post-engagement