RingCentral Announces General Availability of RingCX, a Natively Built AI-first Contact Center that is Simple to Use and Easy to Deploy
14 Novembro 2023 - 10:00AM
Business Wire
AI-infused before, during, and after
interaction experiences
Disruptive combination of product, packaging,
and pricing
Built by RingCentral, with native integration
to RingCentral’s flagship MVP product
RingCentral, Inc. (NYSE: RNG), a leading provider of AI-first
global enterprise cloud communications, video meetings,
collaboration, and contact center solutions, today announced the
general availability of RingCX™, a native, AI-first contact center
with new capabilities powered by its RingSense™ AI platform.
Integrated with RingCentral MVP™, RingCX offers a disruptive
combination of product, packaging, and pricing. During controlled
availability, there have been more than 50 customers who have
selected RingCX, including a 1,000 plus seat win from a Fortune 500
company.
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RingCX offers:
- AI-first: Leveraging the latest advances in generative
AI, RingCX helps customers and contact center employees before,
during, and after interactions with real-time guidance for agents,
and automated scoring and monitoring for supervisors.
- Rich omnichannel: Seamlessly brings together voice,
video and digital channels so agents can easily engage with
customers in their channel of choice, with full context to the
customer journey and interaction history.
- Disruptively packaged and priced: RingCX includes voice,
video, 20+ digital channels, AI summaries, and unlimited domestic
inbound and outbound minutes. The offering is attractively priced
at $65 per agent per month1, providing major cost savings and
pricing predictability.
- Simple to use: Includes a rich set of capabilities
businesses need without the expensive bells and whistles of
traditional contact centers, including voice, video, social media,
SMS, email, and more – in one unified, easy to use interface.
- Easy to deploy: Intuitive set-up gives customers the
ability to get started in a matter of days, not weeks.
- Complements RingCentral Contact Center: RingCX is a
strong complement to RingCentral Contact Center™, an OEM-based
solution, which is generally aimed at more complex use cases and
larger deployments.
“There is a very sizable segment of the contact center market
that is resource constrained and does not have overly complex
requirements. Lengthy application deployments involving
unanticipated professional service costs can prevent these
organizations from getting the customer interaction capabilities
they need to be competitive and to effectively serve their
customers,” said Sheila McGee-Smith, President and Principal
Analyst of McGee-Smith Analytics. “With a robust feature set,
predictable, easily understood pricing, and a simple deployment
model, RingCX is well positioned to address the needs of this
underserved segment of the market.”
AI-first Functionality
Embedded RingSense AI helps agents and supervisors before,
during, and after every customer interaction, ensuring an optimal
customer journey for smarter conversations. Capabilities
include:
- Pre-interaction: RingSense AI gives agents insights from
prior customer conversations from a single pane of glass, helping
improve customer service and agent effectiveness.
- During interaction: Real-Time AI Summaries provide
automatic summaries of the interaction, helping agents
significantly improve their interaction follow-up on tasks, which
is where agents spend approximately 25-30% of their time.
- Post-interaction: Post-call transcriptions, action
items, and summaries improve agent effectiveness and supervisor
visibility.
- Workforce Engagement Management add-on2: Offers
native, generative AI-based automated quality management, coaching,
and conversation analytics via the RingSense AI platform. Key
benefits include improving agent performance while giving
supervisors visibility into every customer interaction.
“RingCX fills a gap in the market for an all-inclusive contact
center solution that has the digital channels, voice, video, and
robust AI capabilities that businesses need as they transition to a
new generation of contact centers that power smarter customer
experiences,” said Srini Raghavan, Chief Product Officer,
RingCentral. “RingCX scales with the business, allowing
decision-makers to adopt capabilities and evolve their experience,
on their timeline – with rapid deployment in days, not weeks or
months.”
Partner Ecosystem
Open APIs and partner integrations with RingCX facilitate
workflows between business systems and eliminate data silos, thus
driving better business outcomes. Partner integrations at launch
include:
- Salesforce, Zendesk - to provide seamless workflow with
customer relationship management systems.
- Cognigy, Google DialogFlow, Yellow.ai - to add
third-party interactive virtual agent (IVA) support.
- Balto - to add real-time agent assist capabilities.
- Calabrio - to add more extensive workforce engagement
management use cases including workforce management.
The partner ecosystem is important to enable workflow between an
organization's existing applications when using RingCX. RingCentral
is committed to expanding its third party partner ecosystem for
RingCX. Additional integrations, including Hubspot, Microsoft
Dynamics, and ServiceNow are coming soon.
“What amazes me is how intuitive RingCX is. It provides all
digital channels in a single pane of glass and at the same time
improves our agents’ effectiveness,” said RingCX customer Jaimie
Bell, VP of Client Solutions, Office Gurus. “Now that we have this
intelligent, omnichannel capability with RingCX, we can tell
clients that we’re going to provide them with more services,
tailored to their businesses, and at a fraction of the costs they’d
be paying with another enterprise contact center solution.”
RingCX Availability
RingCX is available in the US, Canada, and UK, with France and
Germany coming later this quarter. RingCentral continues to rapidly
add new features to RingCX to help organizations flexibly and
rapidly transition to an AI-first contact center.
To learn more about RingCX, please visit
https://www.ringcentral.com/ringcx.html.
About RingCentral
RingCentral is a leading global provider of cloud-based business
communications and collaboration solutions that seamlessly combine
phone, messaging, video meetings, and contact center. RingCentral
empowers customers with AI-first conversation intelligence that
unlocks insights from their interaction data to accelerate 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.
© 2023 RingCentral, Inc. All rights reserved. RingCentral,
RingCX, RingSense, RingCentral Contact Center and the RingCentral
logo are trademarks of RingCentral, Inc.
____________________
1
Based on annual prepay
pricing.
2
Available in beta.
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version on businesswire.com: https://www.businesswire.com/news/home/20231114647998/en/
PR Contact: Mariana Leventis +1 650-562-6545
mariana.leventis@ringcentral.com
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