RingCentral Engage Digital

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.