RingCentral Interaction Management & Unification

Interaction Management & Unification 

Across your organisation you are likely to have multiple repositories where customer interactions are being retained either as part of regulatory requirements or your own best practice.

These legacy repositories will contain call recordings, copies of text-based interactions such as SMS, chat and email, and even video.

Your challenge is that this legacy interaction data is likely to sit on platforms that you no longer want to support, in formats that are not necessarily secure, and potentially not compliant with the latest regulations like the Privacy Act, GDPR and PCI DSS.

Good news! We help you to consolidate these recordings into a unified repository with your current and ongoing interaction data, providing you with a single pane of glass onto your legacy recordings while also ensuring that sensitive data is redacted, and potential toxic data is remediated.

Along with RingCentral, we can support a variety of other legacy interaction data from telephony, contact centre, voice recording & messaging platforms including:

Amazon Connect, Five9, Genesys Cloud, Microsoft Teams, Mitel, NICE inContact, Zoom, Alcatel-Lucent, Avaya, Cisco, LG-Ericsson, NEC, Panasonic, Samsung Electronics, Siemens (Unify), Harrison, Kenwood, Motorola, Omnitronics, Tait, Zetron, 8×8

RingCentral Recording & Interaction Capture

We offer our customers a market-leading range of voice, video and text capture solutions, so no matter how the interaction takes place, it can be recorded and ingested into a unified system and analysed for insight or quality. So you can not only capture the interactions in RingCentral, but combine these with interactions from email, livechat, and other mediums.

By capturing and unifying media across virtually every vendor platform, we uniquely enable you to securely and compliantly record every conversation across your organisation.

Interaction Analysis 

Interaction analytics just got a whole lot smarter. Once you’ve housed all legacy and current recordings in one unified repository you unlock the chance to analyse it together, and answer bespoke questions with the help of AILSA.

AILSA, our new AI-powered interaction analytics assistant, lets you overlay the capabilities of AI with our speech and text analytics solution – empowering frontline call handlers and enhancing CX with the latest intelligent technology.

AILSA is an all-in-one tool that can give insights into professionalism, identify sales opportunities, automatically identify and explain process issues, and even give subjective feedback on what a call handler could do better.

• Automated Summaries & Sentiment
• Intelligent Interaction Analytics
• Integration with Industry-Leading Data Visualisation Tools
• Accurate Voice Transcription

Compliant RingCentral Recording 

As a cloud-based service, RingCentral enables businesses to send and receive calls or texts across multiple devices. It also provides audio and video conferencing tools, making it a one-stop shop for organisations looking to improve their interactions. The challenge when interacting with customers through these methods, is maintaining PCI DSS compliance. Liquid Voice is the only platform in the RingCentral ecosystem that can stop and start recording dynamically in-call – meaning PCI compliance from start to finish. Agents can pause and resume the recording while they’re on the call to avoid recording sensitive information.

For those organisations that have a regulatory need to record, we provide you with the ability to capture and import every conversation related to a transaction, tag these to simplify search and link different interactions together.

With our solution, non-compliant RingCentral recordings are a thing of the past.