RingCentral has launched the native, AI-powered contact centre solution, RingCX.
RingCX is a simple-to-deploy offering that combines RingCentral's central UC services — including message, video, phone, SMS, and fax — with contact centre bolstered by a generative AI feature set. The end product is a next-gen, AI-powered solution that offers a complete, native omnichannel experience and enhances customer journeys.
RingCX is also integrated with RingCentral's UCaaS platform, RingCentral MVP, for a unified employee and customer experience.
Vlad Shmunis, Founder and Executive Chairman of RingCentral, commented:
In listening to our customers, we've recognized an additional need for a native intelligent contact centre solution that would be better suited towards addressing simpler use cases. Importantly, in conjunction with MVP, it will allow contact centre agents and employees beyond the contact centre to act as one unified organization focused on addressing customer needs, leading to improved customer satisfaction and greater efficiency in handling calls."
RingCX is an innovative, cloud-native solution utilising state-of-the-art architecture. It echoes RingCentral MVP's design principles as a groundbreaking solution leveraged by a user base of millions, renowned for its reliability, scalability, and adaptability.
RingCX is currently available in beta, with general availability scheduled for later in 2023.
RingCX's Extensive Feature Set
Among RingCX's exhaustive list of over 1,000 features at launch are myriad omnichannel benefits.
RingCX offers smooth customer experiences across multiple channels, including inbound and outbound voice and 20+ digital channels like email, SMS, live chat, and messaging applications. There is a seamless transition to video for high-touch customer service scenarios. RingCX also enables predictive, progressive, and preview modes for outbound calling.
RingCX empowers admins and supervisors with unified business intelligence analytics and real-time dashboards. The solution also registers historical reports, including 200+ pre-built reports. The service also provides integrations with Salesforce and Zendesk, with additional integrations — such as Hubspot, Microsoft Dynamics, and ServiceNow — planned for later.
RingCX also includes several AI-powered features, such as transcripts, summaries and conversational insights. An example is Intelligent Virtual Agents powered by Google Dialogflow for voice and digital channels, which enables greater cost efficiency while allowing end-users to have their questions answered rapidly and accurately.
RingCX offers native real-time AI-generated transcription and post-call summaries, free agents from taking notes or recording action items, enabling them to focus entirely on customer interactions. Transcripts and action items can be securely stored in CRM systems for post-call customer management, record-keeping, compliance, and analysis.
Other AI features aim to boost workforce engagement management, including real-time, AI-driven agent assistance via partner integration to aid agents in customer interactions. These AI suggestions guide agents on what to say to improve customer support experiences, minimising agent training and attrition.
