3rd Party Remote Call Monitoring Feature

The addition of the cloud to any businesses’ arsenal of options is both a blessing and a curse: A blessing, because obviously there are more choices available, with more security at a better cost. And a curse as well, because there are indeed LOTS of options, and no one wants to pick the wrong one.

That’s why a new offering from RingCentral (News - Alert), a provider of cloud business communication solutions, is so widely anticipated. RingCentral Office adds several new enterprise grade features, primarily a next-generation solution that replaces complex, on-premise legacy phone systems, and keeps employees connected through voice calls, SMS, audio conferencing and video meetings.

“We’re pleased to roll out our latest enterprise feature updates that add greater flexibility, quality and security to our already industry-leading solution,” said David Berman, president of RingCentral, in a release announcing the offering. “RingCentral is a powerful communications and collaboration platform that transforms the way people work and makes it easier for businesses of all sizes to communicate more efficiently and effectively.”

Most prominent among the choices is a new call-monitoring option. “With RingCentral’s new Call Monitoring feature, supervisors can listen in, whisper to staff, join a conversation, and commandeer calls,” the company said. “As a supervisor of agents, you can ensure the highest quality of agent-customer interaction by delivering better coaching and training to your staff with access to your teams’ phone calls with customers in real-time.”

Other new feature updates include:

Voicemail Preview, where voice messages are automatically transcribed to text and shown on-screen along with the audio file. When the user receives a voice message, they can read it in an email or in RingCentral on mobile or desktop – instead of listening to it;

International Toll-Free Numbers, where customers can expand into new markets and be closer to their international customers by adding toll-free numbers from more than 23 countries without setting up physical offices overseas;

Secure (Encrypted) Voice, which helps safeguard business communications and helps prevent unauthorized interception of audio streams.

“We’re rapidly innovating to meet the needs of our cloud communications customers across all segments, from SMB to larger enterprises,” said Jose Pastor, vice president of products for RingCentral. “Our latest features … give our customers more control of their phone system.”