RingCentral allows many businesses to consolidate their communication systems onto a single platform, which eliminates the need for separate phone systems, video conferencing tools and messaging apps. This leads to significant cost savings and increased efficiency.
Additionally, RingCentral's cloud-based architecture lets business that access their communications from anywhere, at any time, on any device.
To be even more specific, RingCentral offers a full suite of UC features, including voice calling, video conferencing, messaging and presence. RingCentral also integrates with popular business applications such as Microsoft 365 and Google Workspace, which makes it easy for businesses to use their existing tools with RingCentral.
However, the product we are going to talk about today is RingCX. RingCX provides businesses with the tools needed for managing customer interactions, including routing, queuing and reporting. With RingCX, businesses streamline their contact center operations, improve agent efficiency and deliver exceptional customer service.
“Since we migrated to RingCX, we estimate a 20%-time savings for customer success reps due to sophisticated AI-based technology that RingCX delivers,” said Bill Heep, Director of Communications and Systems, AUTOPAY, an auto loan specialist that is using RingEX unified communications and RingCX contact center solutions to improve efficiencies and customer experience.
With more than 350 customers on-board since the general availability in November 2023, RingCentral continues to drive strength and momentum of RingCX and delivers rapid innovation with more than 300 features added to RingCX in just the past quarter.
And in that vein, more features were recently added to the AI-powered contact center solution. These features include a native, real-time AI-powered assistant for agents and supervisors, advanced AI-based coaching insights for managers and supervisors, and a new bring-your-own IVA framework for customers and partners to quickly integrate their Intelligent Virtual Agent of choice with RingCX.
RingCX AI Agent Assist, natively built by RingCentral for RingCX, provides real-time, in-call AI assistance for agents. It actively listens to customer interactions and offers contextual suggestions. AI Agent Assist also incorporates existing company resources — such as documents, websites, and knowledge bases — into its suggestions.
RingCX AI Supervisor Assist is an AI-powered solution that monitors customer interactions in real-time. It identifies potential issues that require supervisor attention. It proactively alerts supervisors and provides one-click access to detailed transcripts and concise conversation summaries.
AI Coaching Insights is a new capability of RingSense AI Quality Management that automatically analyzes customer interactions for each agent. It generates personalized AI-based coaching suggestions to address knowledge gaps. It promotes consistent quality across all customer interactions while automating what was previously a tedious manual process for contact center supervisors and managers.
Wit the Bring-Your-Own IVA Framework, RingCX offers a versatile conversational AI platform that allows customers to easily integrate their preferred Intelligent Virtual Agent for customer self-service across voice and digital channels.
The Bring Your Own IVA framework provides open APIs for quick and easy integration with any IVA. This enables conversational AI for various use cases such as password resets, order status checks and other automations. Through this, customers get quick answers or perform actions without waiting in a contact center queue to speak to an agent.
RingCX's IVA ecosystem includes pre-built integrations with leading providers like Yellow.ai, Cognigy and Google DialogFlow.
“Our cutting-edge innovations stem directly from the voice of our customers, who have embraced AI-powered RingCX, as we work closely with them to deliver our latest transformative RingSense AI-based innovations,” said Jim Dvorkin, Senior Vice President of Customer Experience Innovation at RingCentral.
RingCentral's recent AI enhancements to RingCX are exactly what contact centers need. Prioritizing tools that directly benefit agents and supervisors is a balanced strategy that combines innovation with practical use.
These new AI-based capabilities will be available in the coming months through an early access preview program in the U.S. with plans to expand availability internationally and among strategic partners in early 2025.
Edited by
Alex Passett
