RingCentral has launched the native, AI-powered contact centre solution, RingCX.
RingCX is a simple-to-deploy offering that combines RingCentral’s central UC services — including message, video, phone, SMS, and fax — with contact centre bolstered by a generative AI feature set. The end product is a next-gen, AI-powered solution that offers a complete, native omnichannel experience and enhances customer journeys.
RingCX is also integrated with RingCentral’s UCaaS platform, RingCentral MVP, for a unified employee and customer experience.
Vlad Shmunis, Founder and Executive Chairman of RingCentral, commented:
In listening to our customers, we’ve recognized an additional need for a native intelligent contact centre solution that would be better suited towards addressing simpler use cases. Importantly, in conjunction with MVP, it will allow contact centre agents and employees beyond the contact centre to act as one unified organization focused on addressing customer needs, leading to improved customer satisfaction and greater efficiency in handling calls.”
RingCX is an innovative, cloud-native solution utilising state-of-the-art architecture. It echoes RingCentral MVP’s design principles as a groundbreaking solution leveraged by a user base of millions, renowned for its reliability, scalability, and adaptability.
RingCX is currently available in beta, with general availability scheduled for later in 2023.
RingCX’s Extensive Feature Set
Among RingCX’s exhaustive list of over 1,000 features at launch are myriad omnichannel benefits.
RingCX offers smooth customer experiences across multiple channels, including inbound and outbound voice and 20+ digital channels like email, SMS, live chat, and messaging applications. There is a seamless transition to video for high-touch customer service scenarios. RingCX also enables predictive, progressive, and preview modes for outbound calling.
RingCX empowers admins and supervisors with unified business intelligence analytics and real-time dashboards. The solution also registers historical reports, including 200+ pre-built reports. The service also provides integrations with Salesforce and Zendesk, with additional integrations — such as Hubspot, Microsoft Dynamics, and ServiceNow — planned for later.
RingCX also includes several AI-powered features, such as transcripts, summaries and conversational insights. An example is Intelligent Virtual Agents powered by Google Dialogflow for voice and digital channels, which enables greater cost efficiency while allowing end-users to have their questions answered rapidly and accurately.
RingCX offers native real-time AI-generated transcription and post-call summaries, free agents from taking notes or recording action items, enabling them to focus entirely on customer interactions. Transcripts and action items can be securely stored in CRM systems for post-call customer management, record-keeping, compliance, and analysis.
Other AI features aim to boost workforce engagement management, including real-time, AI-driven agent assistance via partner integration to aid agents in customer interactions. These AI suggestions guide agents on what to say to improve customer support experiences, minimising agent training and attrition.
RingCX also encompasses a new RingSense AI solution, the Native Generative AI-based Automated Quality Management and Conversation Analytics via RingSense AI. The offering will be available later this year and will offer automated interaction scoring, coaching and guidance for agents. Supervisors can also customise agent evaluation criteria.
RingSense for Phone Announced
RingCentral also announced it was expanding its flagship AI platform, RingSense, across its portfolio of products this week. RingSense for Phone utilises AI to empower businesses to transform their voice conversation data into usable insights that can improve productivity and business outcomes.
“We are at a major inflexion point where AI will permeate all aspects of business communications to make interactions smarter and drive unprecedented levels of productivity,” Shmunis said. “RingSense for Phone has been developed to allow our customers to gain valuable insights from their conversations on our industry-leading cloud communications platform.”
RingSense for Sales was initially launched in March 2023, with RingSense for Phone as its follow-up solution. Its feature set includes live translations, closed captions, call summaries and insights, and conversation sentiment analysis.
RingSense for Phone produces AI-generated transcripts and captions of calls, allowing participants to engage more insightfully in conversation by liberating them from note-taking. Transcripts can be used post-call for follow-up documentation and analysis.
AI-generated summaries, call highlights, and keyword detection are RingSense for Phone features, with each call recorded to digest essential moments in a conversation. This efficiently provides participants and reviewers with a recap of what was said and records action items. It also adapts to intelligent knowledge retrieval and compliance for regulated industries.
RingSense for Phone’s AI-powered sentiment analysis detects the tone and energy of conversations to empower agents to identify opportunities and potential issues so they can be addressed mid-call.
RingCentral Acquire Events Business from Hopin
It’s been quite the start to August for RingCentral, who acquired the events business of Hopin last week, strengthening its presence in the virtual event space.
Hopin rose to prominence during the pandemic and became a market leader in virtual events, reaching unicorn status as businesses adapted to the transition from in-person to virtual events.
RingCentral stated that the deal also included “engineering, product and go-to-market talent from Hopin”, complementing the acquired technology. Also integral to the agreement is Hopin Session, which is designed to host virtual webinars.
The deal illustrates RingCentral’s portfolio of products expanding beyond collaboration and into the events space.
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