RingCentral provides APIs that help you track your agent workforce to make sure you have the right amount of staff available for inbound and outbound calling. As well you can better manage the quality of your agents by analyzing their call recordings and then coaching agents helping them to deliver a better customer experience.
The RingCX Voice API can be programmed to perform deep analysis on call statistics either on a per agent, department, or company wide basis. All call, chat, and customer data is recorded on the Voice platform and can be analyzed for trends or specific cases. The reports can be used to educate and improve agent and customer interactions.
Update lead information such as name, address, and email. Set call back date and time. Move leads to new campaigns while retaining history from previous campaigns.
ev = new engagevoice.EngageVoice(ENGAGE_ENVIRONMENT, RC_CLIENT_ID, RC_CLIENT_SECRET);
ev.login(RC_JWT, null);
ev.get('admin/accounts', null, function(err, response){
if (!err) {
console.log(JSON.parse(response));
} else {
console.log(err);
}
});
RingCX Voice is a cloud-based contact center management platform that allows agents and supervisors to effectively manage all aspects of inbound and outbound calling. With an advanced and open API it can also integrate with other systems to augment any relevant data points.
There is no limit to the number of agents that can concurrently access the RingCX Voice platform, the cost for the platform is based on the number of seats
The number of leads you can call depends on the quality of the list and how aggressive you want to be on you outbound campaigns. It is not rare to have 10 to 1 ratio or more in outbound, meaning that you can call 10 calls in parallel per agent, this assumes in that case that ~ 10% of calls would be answered. If you use our Predictive Dialer, the Outbound pace will automatically adjust based on the number of available agents, meaning that if no leads are answering, and your agents start being idle, the algorithm will increase its pace, and call more leads per agent (going as high as needed to get your agent busy), and as soon as your agent start getting busy on calls, the algorithm will automatically slow down its pace, to avoid having more connected calls than agents.
RingCX Voice can integrate with any backend system that allows for data sharing through a RESTful API. Systems like Google Suites, Salesforce, MS Office 365, ServiceNow, and Zendesk are current examples.
Yes, via the API you can manage many aspects of the contact center over your website. You may also integrate additional features, tying RingCX Voice capabilities with Call in, help forms, and other website elements.
More details about the API are available via the API reference. Here is the link to the developers API website: https://developers.ringcentral.com/engage/voice/api-reference
