The News: RingCentral has announced the general availability of RingCX, a native AI-first contact center solution. Powered by the RingSense AI platform, the solution integrates with RingCentral’s flagship product, RingCentral MVP. More information on this announcement can be found in the press release in on the RingCentral website.
AI-First Contact Center Solution RingCX Now Generally Available
Analyst Take: RingCentral announced the general availability of RingCX at a recent launch event where executives shared enthusiasm for what the company has accomplished with RingCX as well as its newly introduced RingCentral Events.
RingCX was first introduced in August but was in beta at that time. During that period of controlled availability, more than 50 customers selected RingCX, including a 1,000 seat win from a Fortune 500 company. Currently, the solution is available in the US, Canada, and UK, with France and Germany coming later this year.
At the full launch event, the company focused on five pillars of the offering:
- AI-first, with generative AI being used to support both customers and contact center employees throughout the entire interaction.
- Rich omnichannel, with the ability to combine voice, video, and digital channels. Agents will have access to all the context the customer brings with them along the journey and the complete interaction history.
- Disruptive packaging and pricing. According to the company, all inclusive inbound and outbound minutes are packaged together for a flat fee of $65 per seat per month (based on annual prepay pricing).
- Simple to use, with many capabilities but without the complexity of traditional contact centers. Voice, video, social media, SMS, email are in one interface. It comes with 500+ reports and the ability for custom report creation.
- Easy to deploy. And fast – customers can get set up in days.
The launch session included commentary from customers, both of whom praised the user friendliness, the price, and the full omnichannel package.
AI Use Cases and Capabilities
The AI capabilities of RingCX focus on making agent and supervisor jobs easier by taking on insight gathering and routine tasks. RingSense AI can take information from prior customer interactions and turn them into insights that are readily available to agents. Even before the interaction, agents have a view into the customer’s history. Post-call transcriptions, action items lists, and summaries can also be taken care of through the AI in the solution.
Another announcement centered on a new workforce engagement management solution that can be an add-on to RingCX. Currently in beta, these features will be a strong support to agent experience. Right now, there are three add-ons including quality management, coaching, and conversation analytics. The combination of these three will help to support both a better customer experience (CX) and employee experience (EX). With automatic call scoring (for every call), supervisors will be able to provide more relevant and focused feedback and can better identify areas for potential improvement as well as the positives of when calls went well.
RingCX is “open” with APIs and partner integrations to help support smoother workflows and combine data. Current partner integrations include Salesforce, Zendesk, Google DialogFlow, Yellow.ai, Cognigy, Balto, and Calabrio.
There has been no shortage of announcements in the contact center space lately as companies’ AI strategies become more well-formed and end users see the benefits to their customers and employees. This new offering from RingCentral supports practical use cases that will give time back to supervisors and agents. I look forward to seeing the workforce engagement management add-ons progress, which should make this solution set even more attractive.
Disclosure: The Futurum Group is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of The Futurum Group as a whole.
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Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
