Contact Center as a Service

Monitor your contact center’s data in real time – RingSquared’s CCaaS platform shows every agent’s call, monitors their workflows, reviews their activity, and creates reports for easy review.

The daily global dashboard shows key center statistics for better oversight:

• Received calls
• Calls in queues
• Voice mail
• Abandoned rate
• Service level
• Wait times
• Talk times
• And more

The agent dashboard tracks every agent activity including:

• Who is currently logged in
• Who is currently available
• Other agent status including wrap up, lunch, or break
• Agents on calls
• Daily agent stats for calls, transfers, missed calls & more

You can also log agents in and out, send chat messages and whisper messages to agents, butt into calls, and more.

With RingSquared CCaaS you can also see each queue and its current call statuses, run reports on callbacks, and review daily IVR stats.

Because CCaaS is cloud-based, there’s no expensive on-site hardware to install or maintain and it scales up as your contact center grows.

This cloud-based platform also makes it easy for in-office and remote workers to access all your communications tools – ideal for contact centers with multiple offices, WFH or hybrid schedules, and full-time remote employees. Built-in agent scheduling can be used as a workforce management tool to create agent schedules and monitor their daily activities.

Even when connecting remotely or using their own phones, you have access to all agent activities for better oversight and management.

With CCaaS you can set up multiple simultaneous call queues improve customer satisfaction – faster queue positioning and escalation enables your agents to take more calls, convert more leads, and capture more revenue.

One way to help callers navigate your queues is with skill-based routing. Within each agent’s profile you can assign them skills, such as languages they speak, and then route calls to only the skilled agents when callers select those options. For agents in multiple queues, you can see queue priority so the most important calls will always route to them first.

RingSquared CCaaS also supports IVR (Interactive Voice Response) menus, a popular choice when you need to collect caller information such as account numbers or case IDs. You can also create short bulletins to add to your IVR menus at any time – these are often used to announce modified holiday hours, emergency notifications, changes to the menu options, and more.

The built-in IVR tool allows you to build and update your menu at any time, or our in-house experts can help manage it.

For carrier-grade network performance, our CCaaS connects to RingSquared’s upgraded switching and routing facilities.

Located in six states for geographical redundancy, our switching facilities feature Ribbon’s Sonus 7000 platform and Microsoft’s Metaswitch technology. Keep essential contact center operations running with high-quality connections, uninterrupted service, seamless call failover, and more.

This reliability enhances customer experiences and improves agent workflows at no additional cost or oversight to your business.