AI-powered cloud communications company RingCentral, Inc. recently announced the launch of RingCX, the company’s new native, intelligent contact center solution. In the announcement, the company noted that RingCX is easy to deploy and use, and it combines RingCentral’s flagship unified communications (including message, video, phone, SMS, and fax) with contact center, plus generative AI capabilities. The result is an AI-first solution designed to serve as a complete native omnichannel experience and transform customer journeys across various touchpoints.
“We have seen great success selling RingCentral MVP with RingCentral Contact Center powered by NICE,” said Vlad Shmunis, Founder, Chairman, and CEO of RingCentral, in a statement. “Our joint solution is well-differentiated as it integrates our respective Gartner Magic Quadrant leading products into a unified offering from a single provider. We continue to invest in the NICE partnership and see significant continued potential. However, in listening to our customers, we’ve recognized an additional need for a native intelligent contact center solution that would be better suited towards addressing simpler use cases.
In conjunction with MVP, the new solution will allow contact center agents and employees beyond the contact center to act as one unified organization focused on addressing customer needs, leading to improved customer satisfaction and greater efficiency in handling calls, noted Shmunis.
RingCX will have more than 1,000 features at launch and streamline everything into one intelligent communications hub. Features include inbound and outbound voice, skills-based routing, automated and predictive dialing, and integration with Salesforce and Zendesk. (Integrations with Hubspot, Microsoft Dynamics, and ServiceNow are coming in the future.) AI features include intelligent virtual agents powered by Google Dialogflow for voice and digital channels, as well as AI-generated transcription and post-call summaries. In addition, RingCX will offer real-time, AI-driven agent assistance via partner integration to help agents navigate customer interactions and guide agents on what to say to improve customer support experiences and reduce agent training and attrition.
The new solution is currently available in beta, with general availability slated for later this year.
Edited by
Greg Tavarez
