Cloud business communications provider RingCentral unveiled the availability of its native, AI-powered contact centre, RingCX.
RingCX is launching to partners at RingCentral’s Product Connect events in Melbourne and Sydney where attendees will be updated on RingCentral’s product roadmap and AI technologies.
RingCentral said RingCX helps customers and contact centre employees before, during, and after interactions with real-time guidance for agents, and automated scoring and monitoring for supervisors.
It brings together voice, video, and 20+ digital channels so agents can engage with customers in their channel of choice with full context to the customer journey and interaction history.
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It complements RingCentral Contact Centre, an OEM-based solution, aimed at complex use cases and larger deployments.
Initially launched in the US and Canada in November 2023, RingCX now has more than 160 customers globally and supports multiple languages, including US and UK English, French, Italian, Spanish, and German.
“RingCX complements our core unified communications platform perfectly, and scales with the business both in capacity and features. Australian organisations see great advantages in a tightly integrated unified communications and contact centre platform from one supplier, and RingCX allows us to continue to meet that need,” said RingCentral regional vice president partner sales Ben Swanson.
TelcoDataCloud, an adopter of RingCX, is using the solution to integrate with its RingEX unified communications solution and with HubSpot CRM.
According to TelcoDataCloud director Asa Grund, the company has a geographically dispersed contact centre team, so using RingCX is ideal as a centralised system with omnichannel and AI capabilities to reduce management overheads.
“We are also using RingSense AI for transcriptions, coaching, and analysis. That allows us to identify sales best practice and replicate those techniques across the team. This data is automatically stored against that customer record in HubSpot, which helps with the sequencing of our outbound campaigns, gives us actionable data into the future, and ensures the continuity of engagement with each customer.”
RingCX is integrated with CRMs, including Salesforce, Hubspot, ServiceNow, Zendesk, and Microsoft Dynamics 365, all currently available in beta. Multiple additional integrations are planned for the second half of 2024.
All of this is available as an embedded RingCX agent experience inside CRM systems, where agents can manage interactions across voice, and 20+ digital channels.
In addition, RingCX has open APIs that enable a growing ecosystem of partners such as Google Dialogflow, Cognigy, Yellow.ai, Balto, and Calabrio with pre-built integrations now available in RingCentral's App Gallery.