The News: RingCentral, a provider of cloud-based business communications and collaboration solutions has announced a native intelligent contact center solution, known as RingCX. This new offering will merge RingCentral’s Conversation Intelligence capabilities with an omnichannel contact center. Read the Press Release on RingCX on RingCentral’s website for more information.
RingCentral Introduces Intelligent Contact Center Solution RingCX
Analyst Take: The introduction of RingCentral’s intelligent contact center solution RingCX brings together RingCentral’s well-known unified communications (UC) capabilities (including message, video, phone, SMS, and fax) with contact center and generative AI capabilities.
Combination of Functionalities Results in a Broad-Based Solution
RingCentral already has a deep bench of capabilities for enterprise cloud communications, video meetings, and collaboration and this new launch rounds out those offerings.
The company has had a partnership, and still does, with NICE, centered on the RingCentral MVP with RingCentral Contact Center powered by NICE solution, which integrates technologies from both companies. RingCentral CEO Vlad Shmunis describes this new RingCX offering as differentiated from that offering and is a response to customers needing a native intelligent contact center solution for less-complex use cases.
The company reports that at full launch (RingCX is still in beta), RingCX will have more than 1,000 features including:
Native Omnichannel
- Inbound and outbound voice and more than 20 digital channels including email, SMS, live chat, and messaging applications
- Interactions distributed using intelligent skills-based routing
- Unified business intelligence (BI) analytics and real-time dashboards
- Integrations with Salesforce and Zendesk with more on the horizon
Transcripts, Summaries, and Conversational Insights Using AI
- This area includes intelligent, Google Dialogflow-powered virtual agents for voice and digital channels
- Native, real-time AI-powered transcription and post call summaries, freeing up time for agents
Workforce Engagement Management
- AI-driven agent assistance, in real time, via partner integration.
- Coming later this year, RingCX will have native generative AI-powered Automated Quality Management and Conversation Analytics via RingSense AI. This capability will add automated interaction scoring, coaching, and guidance for agents in addition to giving supervisors the capability to customize agent evaluation criteria.
An important note about this introduction is that RingCX will integrate with RingCentral’s MVP, empowering contact center agents and other non-agent employees to have one unified experience. These moves by RingCentral to bring together employees and capabilities across an enterprise into one hub will result in increased efficiencies, which will flow into more improved experiences for both customers and employees.
RingCX is expected to be offered for general availability later this year.
String of Announcements for RingCentral
It has been a busy August for RingCentral with not only the announcement of RingCX, but with a new CEO, the release of RingSense for Phone, and an acquisition.
Tarek Robbiati, a member of RingCentral’s Board of Directors and Chief Financial Officer and EVP of Finance and Strategy of Hewlett Packard Enterprise was appointed as the Company’s Chief Executive Officer, effective August 28, 2023. Vlad Shmunis will be transitioning to the role of Executive Chairman.
The company also announced enhancements to its RingCentral MVP product, expanding its RingSense AI platform across its portfolio. RingSense for Phone was introduced, bringing capabilities such as live transcription, call summaries and insights, and conversation sentiment analysis. RingSense for Phone is currently in beta. The already launched RingSense for Sales was also improved with the addition of new integrations, deal scoring, and AI coaching.
Finally, the company announced it was acquiring certain Hopin assets, which will expand RingCentral’s video capabilities. Hopin is a provider of online audience engagement technology, including its Events platform and Session product.
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.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
