Introducing native real-time agent and supervisor assist, coaching insights for quality management, and bring-your-own IVA framework

Rapid pace of innovation and AI-first approach drives strong customer demand for RingCX

RingCentral, a leading provider of AI-driven cloud communications, has unveiled significant updates to its RingCX™ contact center solution. These innovations include real-time AI-powered assistance for agents and supervisors, advanced AI-based coaching insights, and a new bring-your-own IVA framework. Designed to enhance customer experience, these features aim to provide more personalized, seamless, and high-quality service.

1. New AI-Powered Capabilities:

• RingCX AI Agent Assist: Provides real-time, in-call assistance for agents, offering contextual suggestions based on customer interactions. Integrates with existing company resources for improved resolution times.
• RingCX AI Supervisor Assist: Monitors interactions in real-time, alerting supervisors to potential issues and providing detailed transcripts and summaries for quick assessment and intervention.
• AI Coaching Insights: Automatically analyzes customer interactions to generate personalized coaching suggestions for agents, streamlining quality management workflows.

2. Bring-Your-Own IVA Framework:

• Overview: Allows customers to integrate their preferred Intelligent Virtual Agent (IVA) for self-service across voice and digital channels.
• Functionality: Open APIs enable seamless integration with various IVAs for tasks like password resets and order status checks.
• Pre-Built Integrations: Includes partnerships with providers such as Yellow.ai, Cognigy, and Google DialogFlow.

3. Impact and Adoption:

• Customer Adoption: Over 350 customers onboarded since November 2023, with more than 300 features added in the past quarter.
• AI Capabilities: Over 50% of RingCX customers have opted for paid AI features like call scoring and conversational analytics through RingSense AI Quality Management.

4. Industry Insights:

• Jim Dvorkin’s Statement: Highlights the transformative impact of AI on customer experience, agent empowerment, and business success.
• Sheila McGee-Smith’s Statement: Commends RingCentral’s focus on practical AI solutions for agents and supervisors, aligning with current contact center needs.

5. Upcoming Virtual Event:

• Event Details: “AI Innovations for Seamless Customer Experiences” on August 21, 2024, at 10:00 am PT.
• Features: Demonstrations of new technologies and insights from CX futurist Blake Morgan on customer-focused leadership.

RingCentral’s latest innovations for RingCX bring advanced AI capabilities that enhance agent and supervisor performance, improve customer self-service options, and streamline quality management. These updates are set to revolutionize customer service experiences as the company continues to drive innovation and adapt to industry needs.