Customer partnerships drive RingCentral's innovation engine.

Edward Gately, Senior News Editor

October 13, 2021

6 Slides

RingCentral has an opportunity and responsibility to help power human connections going forward.

That’s according to Anand Eswaran, RingCentral’s president and COO. He gave the opening keynote at the start of this week’s virtual RingCentral Connect conference.

Eswaran outlined five defining factors guiding RingCentral. Those are: participant equity; systems of experience; the composable enterprise; artificial intelligence (AI) and intelligence augmentation (IA); and your work, your way and your pace.


RingCentral’s Anand Eswaran

“It starts with participant equity,” he said. “Everyone is created equal and must have equal access. No matter where anyone chooses what is required to work, their experience should not be impaired in any way. It shouldn’t be preferential. It shouldn’t be unfair or unjust. Rather, digital technology means we can provide equal opportunities for all and level the playing field for both in-office and remote employees in a hybrid environment.”

Linking Employee and Customer Experience

Systems of experience pertains to linking employee experience, and therefore employee productivity, to customer experience, Eswaran said. Doing so creates agent efficiency, increased customer support and increased revenue.

The emergence of composable enterprises means all connections matter, no matter where they came from, he said.

“It is the era of the open, composable enterprise,” Eswaran said. “No-code, low-code and pro-code communications APIs can no longer be ignored. It is a mix-and-match integrated world where companies want to create custom solutions that perfectly fit their needs. They’re spending strong and they are using the best of breed to differentiate themselves from others.”

The future is unified communications platforms as a service, and  that future will draw on the potential of AI and IA. They will help facilitate human connection.

“Look at the customer experience through the contact center,” Eswaran said. “AI is already reducing complexity for customer queries, and it’s already creating incredible outcomes like reduced call time and better problem solving, freeing up agents to connect with customers in more meaningful ways. Similarly, for sales teams, IA can qualify leads over chat, connecting the lead to the best subject matter expert for the customer’s needs, while also providing the expert with the right level of information to address the lead really quickly and efficiently.”

Your Work, Your Way, Your Pace

Finally, your work, your way and your pace means making each individual’s communications journey seamless and successful, Eswaran said.

“No matter where you are, a true partner can offer support at every point along the way,” he said. “And that’s RingCentral for you. That is how we think about these few five future defining factors. We have been listening to our customers every day, and they tell us two things every day. We expect you to help us to run our business and grow our business.”

Scroll through our slideshow above for more from Eswaran and RingCentral Connect 2021.

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Edward Gately or connect with him on LinkedIn.

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About the Author(s)

Edward Gately

Senior News Editor, Channel Futures

As news editor, Edward Gately covers cybersecurity, new channel programs and program changes, M&A and other IT channel trends. Prior to Informa, he spent 26 years as a newspaper journalist in Texas, Louisiana and Arizona.

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