Video Transcription

Chris Frey: Many times with contact centers we're talking about customer service, technical support, but a lot of these digital channels are going to grow maybe growing outside of those typical contact center channels.

What are some of the other, are there other groups that are normally pulled into this conversation that are now fall under the umbrella of Engage Digital that weren't typically contact center groups in the past?

Christopher DeLeon: For sure. So we are seeing plenty of customers coming for technical support queues and also customer support. Where is my package? I need assistance with my ticket or I'm having issues logging in I need a password reset and those work very well within RingCentral Engage Digital.

However, we are seeing that customers are bringing their sales and marketing efforts into Engage Digital as well. So if someone is on your Facebook business page or on your Twitter business page and they see that you posted a new product or a photo of a new service that you're offering.

It allows for your customers to directly communicate with you. When will this be released? When will this be offered? What's the warranty on this product? And your representatives can respond immediately directly from Engage Digital.

So we're seeing plenty of marketing and sales efforts being brought into Engage Digital space as well.

Chris Frey: I suppose if someone is reaching out to you via Facebook. Someone from marketing may take the initial message. But then they can quickly pivot and move that into a support or customer service.

Christopher DeLeon: Yes, most definitely.