Ringio, a new company founded by a group of long-time SaaS and Telephony Executives, has launched a new service for small and mid-sized businesses that brings them a combination of CRM and telephony functionality that until now has been available only through call centers and enterprise-level telephony systems.
Ringio’s Rich Calling service presents calls together with their contextual details, either through the service’s desktop client or through its mobile version (available for Android phones).
The Ringio team developed Rich Calling as a SaaS with an emphasis on affordability and ease of setup. The company assures that it can be set up in minutes and works with users’ current phones, including mobile devices, with no additional hardware or software required.
According to Ringio Co-founder and Chairman Michael Zirngibl, Ringio defines ‘rich calling’ as ‘bringing a telephone call and relevant information about the caller together at the same time to enrich communication and information sharing, and – most important — to accelerate speed-to-satisfaction.’
“By tapping into the cloud for customer data, we bring everything that’s important about the caller to the top of your mind – in real time,” he said.
“As you take or make a call, you can draw upon the collective notes of everyone in your organization who has dealt with this person. This helps you to connect with customers much more efficiently, professionally and meaningfully than SMBs typically are able to do.”
Ringio’s call-routing technology, also part of the service, helps direct the caller to the right employee in the organization at the start. If he or she needs to transfer the caller to a colleague, the person handling the call can tell whether that co-worker is available at that moment.
“This kind of real-time visibility also known as ‘presence’ resolves issues quickly, avoids dumping customers into what they call ‘voice mail jail,’ and produces well-informed, coordinated responses that close the sale or solve the caller’s problem,” Zirngibl added.
Ringio is launching the service’s own integrated call-control and screen-pop client for the PC, Mac desktop or Linux. Through the client, users view and add to a company store of customer information about contacts as they handle calls. Ringio also automatically retrieves and synchronizes records built using Google’s Contacts database. They also plan to integrate Ringio with Salesforce.com.
‘Rich Calling’ details
Users can accept or redirect incoming calls as they appear on the screen; Ringio then completes the call to the user’s desired 10-digit phone number or sends it to voice mail. If users are not logged into the system, they can still receive calls on the Ringio number; in that case, an audio caller ID gives them the same screening options.