2Ring Call Center Analytics

2Ring is a software solution provider that specializes in enhancing the operational efficiency and information delivery in contact centers. The company offers a suite of products designed to empower business users, supervisors, and contact center teams with real-time data and analytics. With a focus on delivering seamless integrations into Cisco Contact Center and Unified Communications (UC) technologies, 2Ring is committed to improving the customer journey and boosting overall satisfaction. The firm operates on a global scale, with headquarters in both EMEA and the USA, serving clients through an expanding network of partners. Since its founding in 2001, 2Ring has positioned itself as a key player in the contact center solutions space, achieving significant accolades such as the Most Innovative Agent Tool award from Cisco in 2018, and earning the “Cisco Preferred Solution Partner” status.

2Ring's flagship products, Dashboards & Wallboards, and Gadgets for Cisco Finesse, are central to its offerings, providing actionable insights and streamlined workflows to contact centers. The Dashboards & Wallboards solution is tailored to display key performance indicators (KPIs) and real-time data across multiple screens, ensuring that supervisors and business users can make informed decisions swiftly. This tool supports data from numerous sources including Cisco Contact Center platforms, CUCM hunt groups, ServiceNow®, and various other third-party platforms such as Amazon Connect, Five9®, Genesys Cloud CX™, and Salesforce®. On the other hand, the Gadgets for Cisco Finesse enhance agent performance by integrating business-critical applications such as CRM and service platforms directly into the agent workspace. These solutions are carefully developed with the end user in mind, addressing the three main challenges faced by contact centers: improving customer experiences, ensuring consistent agent performance, and leveraging the best tools to optimize contact center operations.

2Ring.com offers a comprehensive suite of software solutions designed to enhance the efficiency and effectiveness of call centers and contact management systems. Their offerings can be broadly categorized into two main areas: Phone Services and Dashboards & Wallboards, each packed with features tailored to meet the diverse needs of businesses aiming to optimize their contact center operations.

### Phone Services

These services revolve around advanced contact management and call routing functionalities. Key features include:

- **Corporate and Personal Address Book Integration**: Enables users to collect and access contacts from various systems including LDAP, MS Exchange, Gmail, and more, through different platforms like Cisco Jabber®, IPPS Web Portal, and Android App.

- **IntelliSearch and Favorites**: Facilitate quick searches and easy access to frequently contacted numbers.

- **Sharing Address Books**: Allows users to share personal contacts with co-workers, enhancing collaboration.

- **Advanced Number Presentation**: Ensures numbers are displayed in user-friendly formats.

- **Click2Dial**: Offers the ability to dial directly from the IPPS Web Portal via Cisco IP Phone or communication apps like Skype or Jabber.

### Dashboards & Wallboards

2Ring's Dashboards & Wallboards provide real-time reporting and alerting solutions that bring a high level of visibility and control to contact center management. Some notable features include:

- **Data Integration from Multiple Sources**: Ensures comprehensive monitoring by pulling data from various systems to display KPIs, grids, and more.

- **Customizable Alerts and Layouts**: Users can set visual and audible alerts and customize the layout of their Dashboards & Wallboards to suit their specific needs.

- **Content Inclusion**: Supports the integration of a wide range of content types, including banners, web-based content, videos, pictures, and PDF documents, to deliver information in a more engaging manner.

- **KPI and Grid Adjustments**: Allows supervisors to create, adjust, and monitor key performance indicators (KPIs) and display sorted lists of agents or queues.

Both Phone Services and Dashboards & Wallboards are designed with a focus on flexibility and ease of use, ensuring that business users and contact center supervisors can implement operational changes without always needing IT department intervention.

2Ring.com's solutions are tailored for businesses looking to enhance their contact center capabilities through advanced contact management, efficient call routing, real-time monitoring, and customizable reporting. By leveraging these features, organizations can potentially improve their customer experience, streamline operations, and gain valuable insights into their contact center performance.

2Ring provides its solutions and services through various licensing and support packages that can be ordered via Cisco or directly through 2Ring for certain bundles. One specific example of pricing is for the 2Ring GADGETS for Cisco Finesse Enhanced Bundle, which is listed at a cost of $212.99 to $223.99 per license. This indicates that the pricing for at least one of 2Ring's offerings is in the range of approximately $213 to $224 per license.

Further details mention that 2Ring's solutions, including licenses, services, and support, can be quoted and ordered through Cisco's price list. This approach allows for the ordering of Basic Support, which is mandatory for the first year. The Basic Support includes 6 prepaid man-hours per year through the 2R-SUP-BASE SKU, and the number of support hours provided beyond this base package scales depending on the platform and solution/bundle chosen. For every 25 seats, additional 1-4 man-hours are provided up to a certain limit. These details highlight that 2Ring's pricing model for support services is scalable and based on the specific needs and size of the customer's operations.

For specific pricing details, including the costs of various bundles and additional support options, customers are encouraged to refer to 2Ring's or Cisco's pricing lists or directly contact 2Ring for more precise estimates, especially in cases where SLA (Service Level Agreement) support with guaranteed response/solution times is required. Although no exact figures are provided for all the services and bundles, the information suggests a flexible pricing structure tailored to the size of the deployment and the level of support needed.

Everyday Loans, a leading UK-based personal loan lender, has leveraged 2Ring Dashboards & Wallboards within their Five9 Cloud Contact Centre to enhance their customer experience. Collaborating with Babble Contact, Everyday Loans has significantly improved their real-time reporting capabilities, acquiring invaluable insights into their operations. This integration exemplifies how 2Ring's solutions support businesses in achieving superior customer service and operational efficiency.