RingCentral and BT Launch Cloud Work RingCX, An AI-powered Platform Built to Transform Business Contact Centers
RingCentral (NYSE: RNG) and BT have launched Cloud Work RingCX, an AI-powered, cloud-based contact center platform. This platform is designed to enhance customer experiences through a combination of voice and messaging apps. It marks a significant evolution in RingCentral's decade-long strategic partnership with BT.
Cloud Work RingCX integrates seamlessly with BT Cloud Work, enabling agents to handle voice, video, and digital channels from a unified platform. It offers real-time analytics and AI assistance, helping agents resolve issues faster and more accurately. Supervisors can monitor performance, identify areas for improvement, and provide targeted coaching.
The platform aims to enhance operational efficiency and customer engagement, with a planned rollout to small and medium business customers later this year. Key benefits include enhanced customer experience through AI-driven tools, seamless integration with BT’s unified communications services, and advanced security and fraud management.
RingCentral (NYSE: RNG) e BT hanno lanciato Cloud Work RingCX, una piattaforma di contact center basata su cloud e potenziata dall'AI. Questa piattaforma è progettata per migliorare le esperienze dei clienti attraverso una combinazione di app vocali e di messaggistica. Rappresenta un'evoluzione significativa nella partnership strategica decennale tra RingCentral e BT.
Cloud Work RingCX si integra perfettamente con BT Cloud Work, consentendo agli agenti di gestire canali vocali, video e digitali da un'unica piattaforma. Offre analisi in tempo reale e assistenza AI, aiutando gli agenti a risolvere i problemi in modo più rapido e preciso. I supervisori possono monitorare le prestazioni, identificare aree di miglioramento e fornire coaching mirato.
La piattaforma mira a migliorare l'efficienza operativa e il coinvolgimento dei clienti, con un rollout previsto per i clienti di piccole e medie imprese entro la fine dell'anno. I principali vantaggi includono un'esperienza cliente migliorata grazie a strumenti guidati dall'AI, integrazione fluida con i servizi di comunicazione unificata di BT e avanzate misure di sicurezza e gestione delle frodi.
RingCentral (NYSE: RNG) y BT han lanzado Cloud Work RingCX, una plataforma de centro de contacto basada en la nube y potenciada por IA. Esta plataforma está diseñada para mejorar la experiencia del cliente a través de una combinación de aplicaciones de voz y mensajería. Marca una evolución significativa en la asociación estratégica de una década entre RingCentral y BT.
Cloud Work RingCX se integra a la perfección con BT Cloud Work, permitiendo a los agentes manejar canales de voz, video y digitales desde una plataforma unificada. Ofrece análisis en tiempo real y asistencia de IA, ayudando a los agentes a resolver problemas de manera más rápida y precisa. Los supervisores pueden monitorear el rendimiento, identificar áreas de mejora y proporcionar capacitación específica.
La plataforma tiene como objetivo mejorar la eficiencia operativa y el compromiso del cliente, con un lanzamiento previsto para clientes de pequeñas y medianas empresas a finales de este año. Los beneficios clave incluyen una experiencia del cliente mejorada gracias a herramientas impulsadas por IA, integración fluida con los servicios de comunicación unificada de BT y avanzadas medidas de seguridad y gestión del fraude.
링센트럴 (NYSE: RNG)과 BT가 AI 기반의 클라우드 연락 센터 플랫폼인 Cloud Work RingCX를 출시했습니다. 이 플랫폼은 음성 및 메시징 앱의 조합을 통해 고객 경험을 향상시키기 위해 설계되었습니다. 이는 링센트럴과 BT 간의 10년간의 전략적 파트너십에서 중요한 발전을 의미합니다.
Cloud Work RingCX는 BT Cloud Work와 원활하게 통합되어 에이전트가 통합 플랫폼에서 음성, 비디오 및 디지털 채널을 처리할 수 있도록 합니다. 실시간 분석 및 AI 지원을 제공하여 에이전트가 문제를 더 빠르고 정확하게 해결할 수 있도록 돕습니다. 감독자는 성과를 모니터링하고 개선이 필요한 영역을 식별하며 맞춤형 코칭을 제공할 수 있습니다.
이 플랫폼은 운영 효율성과 고객 참여를 향상시키는 것을 목표로 하며, 올해 말 중소기업 고객에게 출시될 예정입니다. 주요 이점으로는 AI 기반 도구를 통한 향상된 고객 경험, BT의 통합 커뮤니케이션 서비스와의 원활한 통합, 고급 보안 및 사기 관리가 포함됩니다.
RingCentral (NYSE: RNG) et BT ont lancé Cloud Work RingCX, une plateforme de centre de contact basée sur le cloud et propulsée par l'IA. Cette plateforme est conçue pour améliorer l'expérience client grâce à une combinaison d'applications vocales et de messagerie. Elle marque une évolution significative dans le partenariat stratégique de dix ans entre RingCentral et BT.
Cloud Work RingCX s'intègre parfaitement à BT Cloud Work, permettant aux agents de gérer les canaux vocaux, vidéo et numériques depuis une plateforme unifiée. Elle offre des analyses en temps réel et une assistance par IA, aidant les agents à résoudre les problèmes plus rapidement et plus précisément. Les superviseurs peuvent surveiller les performances, identifier les domaines à améliorer et fournir un coaching ciblé.
La plateforme vise à améliorer l'efficacité opérationnelle et l'engagement des clients, avec un déploiement prévu pour les petites et moyennes entreprises plus tard cette année. Les principaux avantages incluent une expérience client améliorée grâce à des outils pilotés par l'IA, une intégration fluide avec les services de communication unifiée de BT, ainsi que des mesures avancées de sécurité et de gestion des fraudes.
RingCentral (NYSE: RNG) und BT haben Cloud Work RingCX gestartet, eine KI-gestützte, cloudbasierte Kontaktcenter-Plattform. Diese Plattform ist darauf ausgelegt, das Kundenerlebnis durch eine Kombination aus Sprach- und Messaging-Apps zu verbessern. Sie stellt eine bedeutende Weiterentwicklung in der jahrzehntelangen strategischen Partnerschaft von RingCentral mit BT dar.
Cloud Work RingCX integriert sich nahtlos mit BT Cloud Work, sodass Agenten Sprach-, Video- und digitale Kanäle über eine einheitliche Plattform verwalten können. Es bietet Echtzeitanalysen und KI-Unterstützung, die Agenten helfen, Probleme schneller und genauer zu lösen. Vorgesetzte können die Leistung überwachen, Verbesserungsbereiche identifizieren und gezieltes Coaching anbieten.
Die Plattform zielt darauf ab, die Betriebseffizienz und das Kundenengagement zu steigern, mit einem geplanten Rollout für kleine und mittelständische Unternehmen noch in diesem Jahr. Zu den wichtigsten Vorteilen gehören ein verbessertes Kundenerlebnis durch KI-gesteuerte Tools, nahtlose Integration mit BTs einheitlichen Kommunikationsdiensten sowie fortschrittliche Sicherheits- und Betrugsmanagementmaßnahmen.
- Launch of Cloud Work RingCX, enhancing customer experience and operational efficiency.
- Seamless integration with BT Cloud Work, offering unified handling of voice, video, and digital channels.
- Real-time analytics and AI assistance for faster and more accurate issue resolution.
- Planned rollout to small and medium business customers, expanding market reach.
- None.
Insights
The launch of Cloud Work RingCX marks a pivotal strategic move for RingCentral, significantly expanding their footprint in the $75.5 billion global contact center market. The partnership with BT provides several compelling competitive advantages:
The integration of unified communications with contact center functionality addresses a critical market need, particularly in the underserved SMB segment. This positions RingCentral to capture a larger share of the rapidly growing cloud contact center market, which is experiencing a 20.3% CAGR.
Three key strategic elements make this launch particularly significant:
- BT's established presence in the UK market provides immediate access to over 1 million business and public sector customers, significantly reducing customer acquisition costs and accelerating market penetration
- The platform's AI capabilities align with enterprise digital transformation initiatives, potentially increasing average revenue per user (ARPU) through premium feature adoption
- The seamless integration with BT Cloud Work creates strong customer lock-in, potentially reducing churn and increasing lifetime customer value
However, the success of this initiative faces several challenges. The contact center market is highly competitive, with established players like Five9 and NICE already offering AI-powered solutions. The planned rollout to SMB customers later this year suggests a gradual revenue impact rather than immediate significant gains.
The partnership's focus on security and fraud management through BT's service wrap addresses a critical concern in the industry, potentially differentiating the offering in a crowded market. This could be particularly appealing to public sector clients who prioritize data protection and compliance.
“The launch of Cloud Work RingCX™ represents a significant evolution in our decade-long strategic partnership with BT as we jointly work to deliver innovative solutions that solve real customer challenges,” said Homayoun Razavi, General Manager, Global Strategic Partnerships at RingCentral. “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. Together, we’re helping businesses empower their employees while transforming the customer journey across various touchpoints.”
Cloud Work RingCX seamlessly brings together voice calls and more than 20 digital channels – allowing businesses to choose how they interact with their customers. By providing businesses with the flexibility to scale contact center operations while maintaining high-quality service in a digital-first environment, Cloud Work RingCX can enhance operational efficiency and improve customer engagement. With a planned rollout to small and medium business customers later this year, Cloud Work RingCX will also become BT’s lead Cloud Contact Center offering for this segment.
Key benefits of Cloud Work RingCX include:
- Seamless Integration: Cloud Work RingCX combines with BT Cloud Work, BT's unified communications service for business customers, to provide a unified contact center platform, enabling agents to handle voice, video, and digital channels from one BT platform. This can help ease front-office and back-office customer interactions.
- Enhanced Customer Experience: Organizations can choose between phone, video, or their preferred messaging apps when interacting with their customers. AI-driven tools help ensure quick, personalized responses, improving customer satisfaction and loyalty.
- Real-time analytics and AI assistance: Helps agents resolve issues faster and more accurately with real-time analytics and AI assistance. Supervisors can monitor performance, identify specific areas for improvement, and provide targeted coaching, supporting both customers and agents effectively.
“In a digital world, we know businesses of all sizes want flexibility in how they support their customers,” said Chris Sims, Chief Commercial Officer – Business at BT. "Working with RingCentral, we’ve developed Cloud Work RingCX to give them just that. Through this new platform, business and public sector customers can manage all their contact centre activity in one place with ease – supporting their own customers via a full mix of communication channels, whilst using AI to help them work smarter."
Cloud Work RingCX is distinguished by BT's unique service wrap, which integrates advanced security and fraud management, built to provide the highest levels of protection for customer data and interactions.
For more information about Cloud Work RingCX and how it can benefit your organization, please visit Cloud Work RingCX | RingCentral.
About RingCentral
RingCentral is a global leader in AI-powered trusted business communications, contact center, conversational intelligence, video and hybrid event solutions. RingCentral empowers businesses with conversation intelligence and unlocks rich customer and employee interactions to provide insights and improved business outcomes. With decades of expertise in reliable and secure cloud communications, RingCentral has earned the trust of hundreds of thousands of customers and millions of users worldwide. Visit ringcentral.com to learn more.
©2025 RingCentral, Inc. All rights reserved. RingCentral, RingCX, and the RingCentral logo are trademarks of RingCentral, Inc.
About BT Group
BT Group is the UK’s leading provider of fixed and mobile telecommunications and related secure digital products, solutions and services. We also provide managed telecommunications, security and network & IT infrastructure services to customers across 180 countries.
BT Group consists of three customer-facing units: Consumer serves individuals and families in the
British Telecommunications plc is a wholly owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on the London Stock Exchange.
For more information, visit www.bt.com/about.
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PR Contact:
Mariana Leventis
+1 650-562-6545
mariana.leventis@ringcentral.com
Source: RingCentral, Inc.
FAQ
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