RingCentral Engage Digital

Unified management tool for customer service conversations

About RingCentral Engage Digital

RingCentral Engage Digital, formerly Dimelo Digital, is a unified platform for customer service teams to manage all digital customer care channels and conversations, including email, social networks, chat, and mobile, through a single platform. The platform is best suited for companies with a minimum of 100 employees. RingCentral Engage Digital unified interface is designed to increase the agent’s response rate, streamline resources allocation and level the flow during peak periods as well as track customer conversation history, monitor channel activity, and more.

RingCentral Engage Digital allows users to create and define custom categories and criteria on which to filter and sort messages. Users can also set up routing rules which assign incoming messages automatically to the most qualified agents based on the their skills, languages, specialities, and more. All spam is automatically filtered and archived to ensure agents only focus on important messages. RingCentral Engage Digital helps users streamline customer service activity with features such as queue management, message prioritization, and desktop notifications. Users can set escalation rules which forward pending messages to other teams if an agent is unavailable.

RingCentral Engage Digital enables users to manage customers effectively with conversation history tracking and one-click customer record access. Single CRM integration allows users to aggregate customer interactions and sync ticket information and customer profiles with CRM systems such as Salesforce and Microsoft Dynamics. RingCentral Engage Digital helps users respond to customer inquiries by grouping all customer messages into one conversation. Automatic responses and a reply assistant enable users to answer messages quickly and efficiently. Users can also set up a knowledge base to help agents respond more accurately to inquiries.

RingCentral Engage Digital incorporates tools which help users supervise agent activity. Supervisors can set up validation rules for responses and track agent activity, in addition to monitoring agent screens in real time. This enables users to guide agents or follow along with live conversations. Supervisors can also manually assign messages to different agents in order to manage the incoming message queue. Users can monitor their activity on digital channels as well as measure the quality of their responses via a customer satisfaction questionnaire.

Key benefits of RingCentral Engage Digital

  • Offers a single, unified platform from which users can manage customer inquiries on all social media, web, chat and mobile channels.

  • RingCentral Engage Digital is an omni-digital solution, allowing any digital channel with open APIs to be integrated, including messaging, chat, social apps, email, forum channels etc.

  • CRM integration allows users to aggregate customer interactions and sync ticket information and customer profiles with CRM systems including Salesforce and Microsoft Dynamics.

  • Users can set up their routing rules so that agents receive inquiries automatically based on their particular skills, languages or specialities.

  • Desktop notifications ensure users never miss a message and respond quickly to incoming inquiries.

  • Devices

    Business size

    S M L

    Markets

    Canada, United Kingdom, Japan, Germany

    Supported Languages

    Dutch, English, French, German, Spanish

    Images

    RingCentral Engage Digital customer service ticketing
    RingCentral Engage Digital performance metrics
    RingCentral Engage Digital customer history
    RingCentral Engage Digital chat support
    RingCentral Engage Digital image support
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    RingCentral Engage Digital video
    RingCentral Engage Digital screenshot: RingCentral Engage Digital customer service ticketing RingCentral Engage Digital screenshot: RingCentral Engage Digital performance metrics RingCentral Engage Digital screenshot: RingCentral Engage Digital customer history RingCentral Engage Digital screenshot: RingCentral Engage Digital chat support RingCentral Engage Digital screenshot: RingCentral Engage Digital image support

    Features

    Total features of RingCentral Engage Digital: 98

    • API
    • Access Control
    • Activity Dashboard
    • Activity Management
    • Activity Tracking
    • Anti Spam
    • Application Integration
    • Archiving & Retention
    • Assignment Management
    • Authentication
    • Automatic Notifications
    • Behavior Tracking
    • CRM Integration
    • Categorization
    • Chat
    • Client Management
    • Collaboration Tools
    • Communication Management
    • Contact History
    • Contact Management
    • Content Filter
    • Content Management
    • Custom Fields
    • Custom Forms
    • Customizable Branding
    • Customizable Categories
    • Customizable Reporting
    • Data Import
    • Data Import/Export
    • Data Storage Management
    • Data Synchronization
    • Database Integration
    • Desktop Notifications
    • Email Integration
    • Email Notifications
    • Email Response Control
    • Email Templates
    • Email Tracking
    • Employee Database
    • Employee Management
    • Escalation Management
    • File Transfer
    • Filtered Views
    • Forms Management
    • Gamification
    • History Tracking
    • Inbox Management
    • Instant Messaging
    • Issue Management
    • Issue Tracking
    • Knowledge Base Management
    • Mobile Integration
    • Multi-Channel Communication
    • Multiple Format Support
    • Multiple User Accounts
    • Offline Access
    • Online Forums
    • Performance Reports
    • Permission Management
    • Prioritizing
    • Queue Manager
    • Ratings & Reviews
    • Real Time Analytics
    • Real Time Comparisons
    • Real Time Data
    • Real Time Monitoring
    • Real Time Notifications
    • Real Time Reporting
    • Real Time Updates
    • Receiving
    • Records Management
    • Reporting & Statistics
    • Request Routing
    • Resource Allocation
    • Resource Management
    • Rich Text Editor
    • SEO Management
    • SLA Management
    • SMS Integration
    • SSL Security
    • Single Sign On
    • Social Media Integration
    • Social Media Metrics
    • Software Development Kit
    • Spell Correction
    • Status Reporting
    • Status Tracking
    • Support Ticket Tracking
    • Surveys & Feedback
    • Tagging
    • Third Party Integration
    • Timer
    • Traceability
    • Two-Factor Authentication
    • User Management
    • Video Support
    • Web Forms
    • Workflow Management

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    Reviews

    Overall rating

    5 /5
    (1)
    Value for Money
    0/5
    Features
    5/5
    Ease of Use
    5/5
    Customer Support
    0/5

    Already have RingCentral Engage Digital?

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    Showing 1 review
    Zara A.
    Overall rating
    • Industry: Marketing & Advertising
    • Company size: 2-10 Employees
    • Used Monthly for 1-5 months
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 3.0 /10

    Reviewed on 2019/01/11

    RingCentral Engage Digital FAQs

    Below are some frequently asked questions for RingCentral Engage Digital.

    RingCentral Engage Digital offers the following pricing plans:

    • Pricing model: Subscription
    • Free Trial: Not Available

    Contact RingCentral for detailed pricing information.

    RingCentral Engage Digital offers the following features:

    • 360 degree customer view
    • API
    • Activity dashboard
    • Activity tracking
    • Anti-spam filter
    • Archiving
    • Attachment sharing
    • Authentication forms
    • Automated routing
    • Automatic responses
    • Behavioral targeting
    • Categorization
    • Communication management
    • Content management
    • Custom chat windows
    • Custom invitations & CTAs
    • Custom reports
    • Customer contact management
    • Customer conversation history tracking
    • Customer engagement center
    • Customer inquiry processing
    • Customer management
    • Customer record management
    • Customizable categories
    • Customized filtering
    • Data export
    • Data storage management
    • Data synchronization
    • Desktop notifications
    • Email management
    • Email tagging
    • Employee management
    • Escalation rules management
    • Gamification
    • Inbox management
    • Live chat
    • Message centralization & grouping
    • Message filter
    • Message forwarding
    • Mobile integration
    • Multi-channel communication
    • Multimedia content sharing
    • Multiple concurrent session management
    • Offline access
    • Online community
    • Performance reports
    • Personalized fields
    • Prioritizing
    • Push notifications
    • Queue management
    • Ratings & reviews
    • Real-time agent activity monitoring
    • Real-time customer information synchronization
    • Real-time screen viewing
    • Reply assistant
    • Reporting & analytics
    • Request routing
    • Resource allocation
    • Resource management
    • Responsive chat window
    • Rich text editor
    • Routing rules
    • SEO management
    • Salesforce & Microsoft Dynamics integrations
    • Self-learning algorithm
    • Service level agreement (SLA) management
    • Single conversation ticket
    • Single sign on (SSO) integration
    • Social media integration
    • Social media metrics
    • Social network management
    • Software development kit
    • Spell checker
    • Support ticket management
    • Team management
    • Traceability
    • Validation rules for responses
    • Video content
    • Workflow management

    RingCentral Engage Digital has the following typical customers:

    Large Enterprises, Mid Size Business

    RingCentral Engage Digital supports the following languages:

    Dutch, English, French, German, Spanish

    We do not have any information about what devices RingCentral Engage Digital supports

    RingCentral Engage Digital integrates with the following applications:

    Bazaarvoice, Cisco Webex, Facebook, Google Analytics, ItsAlive, Kissflow Digital Workplace, Microsoft Dynamics 365 Business Central, Oracle CRM On Demand, Twitter, Wordpress

    RingCentral Engage Digital offers the following support options:

    FAQs, Online Support, Knowledge Base, Video Tutorials, Forum, Phone Support

    Related categories

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