Tolly Group Testing Shows RingCentral Towers Above Competition in Analytics Capabilities
RingCentral, Inc. a leading provider of global enterprise cloud communications, video meetings, collaboration, and contact center solutions,announced that The Tolly Group, a leading global provider of testing and third-party validation and certification, found RingCentral MVP (Message Video Phone) to be the clear leader across multiple categories in an independent research study that compared its analytics capabilities to those of other Unified Communications as a Service (UCaaS) vendors, including 8×8, Microsoft Teams, and Zoom. In a feature-by-feature comparison, RingCentral met 100% of the specification criteria outlined in 13 categories; the next-closest vendor only met 100% in four of the 13 categories.
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“RingCentral’s reporting gives us more visibility into our call-queue teams than we’ve ever had. We use data points such as percentage of calls answered, and average hold time, both to improve agent performance and to support requests for more resources”
Tolly’s criteria covered several key areas including monitoring, optimization, analysis, alerting, and APIs. Tolly concluded that RingCentral’s analytics solution provided a comprehensive approach to analytics that span communications across phone, video, conference rooms, and messaging. The study also highlighted RingCentral’s powerful reporting and analytics for calls placed across devices, integrations into third-party apps such as Salesforce, and custom built apps in its rankings.
“The breadth and depth of RingCentral’s analytics solutions is impressive,” said Kevin Tolly, founder of the Tolly Group. “RingCentral led in performance, measurement, and ease-of use, and provided the most cost-effective solution. Because RingCentral integrates its analytics into its core product and interface, no separate integration is required. Analytics functions are accessed seamlessly from the main interface, as well as mobile devices. Implementing RingCentral analytics is simple. The analytics offerings of the other UCaaS solutions are not delivered in as simple and straightforward fashion.”
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Key findings of RingCentral Analytics in the report
Tolly Group evaluated each vendor’s capabilities against a range of criteria Tolly then assigned an approximate percentage result based on how much of the requirement the solution fulfilled. The study concluded:
1. RingCentral MVP is the leading solution designed explicitly to address multiple audiences, including line of business users and IT professionals. RingCentral MVP combined with a rich analytics capabilities addresses multiple line-of-business use cases. For example, inbound sales teams can measure call volume to make critical staffing decisions. Marketers can use special assigned phone numbers to track the success of their campaigns. Also, customer service managers can monitor live call queues and reallocate resources on the fly to keep customers happy.
2. Extensive QoS analytics automatically included without the need for integrations or fees. According to the study, RingCentral analytics allow IT staff to access data from both video and voice call data separately or intermingle it in one place, providing a better level of detail and insight–at no additional cost. Also, the analytic capabilities allow IT staff to customize device and IP address mapping to more easily identify, locate, and resolve issues.
3. Provides a single, simple, powerful interface for summary views and drill-to-detail across message, video, and phone. According to the study, RingCentral provides a single interface for summary statistics, intuitive drill-to-detailed, and real-time insights that do not require extensive training or skills. This makes it easy for IT and business users to access their data all in one place.
4. Custom KPIs and intuitive drag-and-drop interface provides superior flexibility. The study concluded RingCentral analytics allow customers to develop custom KPIs, dashboards, and insightful views of their data, which can be delivered right to their inbox, browser, or mobile device. Users can rearrange columns and create custom summary statistics and custom dashboards to develop taxonomies that use naming conventions specific to their business–a great benefit to vertical industries.
“Tolly’s findings validate one of our longstanding goals – provide our customers with powerful analytics that enable them to better run their businesses, while being easy-to-set-up, easy-to-use, and easy-to-manage,” said Esther Yoon, vice president, industry and product marketing, at RingCentral.
“RingCentral’s reporting gives us more visibility into our call-queue teams than we’ve ever had. We use data points such as percentage of calls answered, and average hold time, both to improve agent performance and to support requests for more resources,” said Travis Cook, executive director of telecommunications, Texas Christian University.
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