RingCentral and BT have announced the launch of Cloud Work RingCX, an AI-powered platform designed for business contact centers.

“This solution leverages our combined expertise, with BT’s network leadership and resources alongside our industry-leading technology and innovation in Unified Communications and Contact Center,”

Homayoun Razavi, General Manager, Global Strategic Partnerships at RingCentral, said.

“Together, we’re helping businesses empower their employees while transforming the customer journey across various touchpoints.”

This cloud-based contact center platform with built-in AI assistance is engineered for ease of use and deployment to empower organizations working with BT to enhance customer experiences through a combination of voice and messaging applications.

What RingCentral Brings to BT

Cloud Work RingCX marks a significant evolution in a decade-long strategic partnership between BT and RingCentral.

The solution leverages BT’s network resources and unique service wrap, which integrates advanced security and fraud management, alongside RingCentral’s technology in the UC and contact center.

Together, they intend to help businesses empower their employees while transforming the customer journey across various touchpoints.

By combining with BT Cloud Work, this new Cloud Work RingCX platform allows BT customers to manage all their contact centre activity in one place, supporting their customers via a full mix of communication channels and using AI to improve workflow.

This is because Cloud Work RingCX integrates voice calls and over 20 digital channels.

As such, it provides businesses the flexibility to choose how they interact with their customers.

This enables businesses to scale contact center capacity operations without having to hire a lot of extra agents to work the phones, or sacrifice customer experience by not being able to meet any growth in use.

“In a digital world, we know businesses of all sizes want flexibility in how they support their customers. Working with RingCentral, we’ve developed Cloud Work RingCX to give them just that.”

Chris Sims, Chief Commercial Officer Business at BT, said.

Cloud Work RingCX allows agents to handle voice, video, and digital channels from one platform, which eases front-office and back-office customer interactions.

Equally, it allows the organizations to interact with their customers via phone, video, or preferred messaging apps.

Its AI-driven tools help ensure quick, personalized responses, which the company states have resulted in a 29% improvement in customer sentiment, an 80% reduction in time to close cases, and a 19-point Net Promoter Score improvement.

Plus, the AI tools work in real time to guide agents in solving issues more effectively.

Supervisors can then use the analytics from the AI to monitor performance, identify areas for improvement, and provide targeted coaching, supporting both customers and agents effectively.

These AI capabilities come thanks to the integration of RingCentral’s virtual AI assistants and RingSense AI, which provides agents with coaching and feedback, plus transcripts and summaries during the call.

RingCentral’s AI CCaaS Journey

Although known for a raft of UC solutions, including its VoIP offerings, RingCentral has of late been taking a keen interest in both AI and its application to its CCaaS solutions.

In Q4 of 2024, the UCaaS company announced that its AI Assistant is being introduced to its RingEX UCaaS platform at no additional cost.

Earlier this month, RingCentral Global VP Product Marketing John Finch sat down with UC Today to explain how enterprises can go about integrating Agentic AI into their solutions.

Although he stopped short of going into detail on RingCentral’s direction of travel for the transformative technology, he mentioned CCaaS as a key area of interest and hinted at the utility of an “AI Receptionist”



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