For many contact center businesses seeking to benefit from artificial intelligence and cloud-based functionality, overly complex products and installations can wind up costing (rather than saving) a lot of money. Those professional services costs can spiral, and a lack of integration or markedly complex solutions can lead to poor use of products by agents. For these reasons, some companies seek to simplify access to A
AI-based cloud contact center solutions.
Enterprise cloud communications company RingCentral, Inc. recently announced the general availability of RingCX, the company’s native, AI-first contact center with new capabilities powered by its RingSense AI platform. Integrated with RingCentral MVP, RingCX offers SMBs the right combination of product, packaging, and pricing. RingCX is a complement to RingCentral Contact Center, an OEM-based solution, which is generally aimed at more complex use cases and larger deployments.
In its announcement, RingCentral also noted that more than 50 customers have chosen RingCX, including a 1,000-plus seat win from a Fortune 500 company.
Leveraging the latest advances in generative AI, RingCX helps customers and contact center employees before, during, and after interactions with real-time guidance for agents, and automated scoring and monitoring for supervisors. The solution brings together voice, video and digital channels so agents can easily engage with customers in their channel of choice, with full context to the customer journey and interaction history.
“RingCX fills a gap in the market for an all-inclusive contact center solution that has the digital channels, voice, video, and robust AI capabilities that businesses need as they transition to a new generation of contact centers that power smarter customer experiences,” said Srini Raghavan, Chief Product Officer for RingCentral in a statement. “RingCX scales with the business, allowing decision-makers to adopt capabilities and evolve their experience, on their timeline – with rapid deployment in days, not weeks or months.”
Edited by
Alex Passett
