RingCentral Announces New AI-Powered Capabilities for RingCX
21 August 2024 - 10:00PM
Business Wire
Introducing native real-time agent and
supervisor assist, coaching insights for quality management, and
bring-your-own IVA framework
Rapid pace of innovation and AI-first approach
drives strong customer demand for RingCX
RingCentral, Inc. (NYSE: RNG), a leading provider of AI-driven
cloud business communications, contact center, video and hybrid
event solutions, today announced new innovations for its AI-powered
contact center solution, RingCX™. These innovations include a
native, real-time AI-powered assistant for both 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. All of these latest innovations are designed
to help companies deliver more seamless, personalized, and high
quality customer experiences.
This press release features multimedia. View
the full release here:
https://www.businesswire.com/news/home/20240821115355/en/
Image provided by RingCentral
With over 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. Customers
are also choosing RingSense AI with over 50% of RingCX customers
opting for paid AI capabilities, such as call scoring, feedback and
coaching, and conversational analytics available in RingSense AI
Quality Management.
“The latest revolutionary advancements in AI are reshaping the
landscape of customer experience, by helping customers, empowering
agents, and enabling supervisors to drive business success,” said
Jim Dvorkin, SVP of Customer Experience Innovation at RingCentral.
“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.”
“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, a highly rated auto loan specialist that is using
both RingEX™ unified communications and RingCX contact center
solutions to improve efficiencies and customer experience.
New AI-powered capabilities coming to RingCX include:
- RingCX AI Agent Assist: This new offering from
RingCentral provides real-time, in-call AI assistance for agents.
It actively listens to customer interactions and offers contextual
suggestions, ensuring more accurate, timely, and personalized
resolutions. AI Agent Assist can incorporate existing company
resources—such as documents, websites, and knowledge bases—into its
suggestions, continuously improving its effectiveness and reducing
resolution time. AI Agent Assist is natively built by RingCentral
for RingCX, and offers out-of-the-box capabilities that are easy to
use and simple to set up. For enterprises requiring more
sophisticated, highly customizable real-time guidance, RingCentral
continues to provide solutions through its partnership with Balto,
which has seen high adoption among RingCX customers. This dual
approach allows RingCentral to address a wide range of customer
needs, from simple out-of-the-box solutions to complex,
enterprise-grade capabilities.
- RingCX AI Supervisor Assist: This AI-powered solution
monitors customer interactions in real-time, identifying potential
issues that require supervisor attention. It proactively alerts
supervisors, providing one-click access to detailed transcripts and
concise conversation summaries. This enables supervisors to quickly
assess situations, determine the best intervention strategies, and
support both customers and agents effectively.
- AI Coaching Insights: This new capability of RingSense
AI Quality Management automatically analyzes customer interactions
for each agent, generating 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. By leveraging AI to review all interactions
automatically, it significantly streamlines quality management
workflows.
- Bring-Your-Own IVA Framework: RingCX offers a versatile
conversational AI platform that allows customers to easily
integrate their preferred Intelligent Virtual Agent (IVA) for
customer self-service across voice and digital channels. The Bring
Your Own IVA framework provides open APIs for quick and seamless
integration with any IVA, enabling conversational AI for various
use cases such as password resets, order status checks, and other
automations. This empowers customers to 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.
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. This innovation comes at a time when
companies are continuing to increase their investments in AI for
customer service. New research from Metrigy found that
organizations plan to increase their spending on AI-supported
customer self-service by 71% and AI-supported agent assistance by
67% this year.1
“RingCentral's latest AI additions to RingCX show they've got
their finger on the pulse of what contact centers really want and
need right now,” said Sheila McGee-Smith, President & Principal
Analyst at McGee-Smith Analytics. “By focusing primarily on agent
and supervisor tools, they're addressing the 'human in the loop'
approach that customers are actually ready to deploy. It's a smart
approach, one that balances innovation with practical
application.”
For more information and to see a preview of the latest AI
innovations for RingCX, RingCentral is hosting an online virtual
event called AI Innovations for Seamless Customer Experiences on
August 21, 2024 at 10:00 am PT. This virtual showcase will feature
expert speakers demonstrating how businesses can leverage these new
technologies to create effortless customer experiences. The event
will also feature special guest Blake Morgan, renowned CX futurist
and author, who will share insights from her latest book, “The 8
Laws of Customer Focused Leadership.”
For more information, visit
https://www.ringcentral.com/ringcx.html.
About RingCentral
RingCentral is a leading provider of AI-driven cloud business
communications, contact center, video and hybrid event solutions.
RingCentral empowers businesses with conversation intelligence and
unlocks rich customer and employee interactions to provide insights
and improved business outcomes. With decades of expertise in
reliable and secure cloud communications, RingCentral has earned
the trust of millions of customers and thousands of partners
worldwide. Visit ringcentral.com to learn more.
©2024 RingCentral, Inc. All rights reserved. RingCentral,
RingSense, RingCX, RingEX, and the RingCentral logo are trademarks
of RingCentral, Inc.
1 How AI is Changing Employee & Customer Experiences,
Metrigy, 2024
View source
version on businesswire.com: https://www.businesswire.com/news/home/20240821115355/en/
Mariana Leventis, RingCentral 650-562-6545
mariana.leventis@ringcentral.com
Ringcentral (NYSE:RNG)
Historical Stock Chart
From Sep 2024 to Oct 2024
Ringcentral (NYSE:RNG)
Historical Stock Chart
From Oct 2023 to Oct 2024