RingCentral Announces New AI-Powered Capabilities for RingCX
RingCentral (NYSE: RNG) has announced new AI-powered capabilities for its contact center solution, RingCX. These innovations include:
1. RingCX AI Agent Assist: Real-time, in-call AI assistance for agents.
2. RingCX AI Supervisor Assist: Monitors interactions and alerts supervisors to potential issues.
3. AI Coaching Insights: Generates personalized coaching suggestions for agents.
4. Bring-Your-Own IVA Framework: Allows integration of preferred Intelligent Virtual Agents.
Since its general availability in November 2023, RingCX has onboarded over 350 customers, with more than 50% opting for paid AI capabilities. The new features will be available through an Early Access Preview program in the U.S., with plans to expand internationally in early 2025.
RingCentral (NYSE: RNG) ha annunciato nuove funzionalità basate sull'IA per la sua soluzione di contact center, RingCX. Queste innovazioni includono:
1. Assistenza all'Agente RingCX IA: Assistenza in tempo reale durante le chiamate per gli agenti.
2. Assistenza al Supervisore RingCX IA: Monitora le interazioni e avvisa i supervisori su potenziali problemi.
3. Panoramica di Coaching IA: Genera suggerimenti di coaching personalizzati per gli agenti.
4. Framework IVA Bring-Your-Own: Consente l'integrazione di Agent Virtuali Intelligenti preferiti.
Da quando è diventato disponibile a novembre 2023, RingCX ha acquisito oltre 350 clienti, con più del 50% che ha scelto funzionalità IA a pagamento. Le nuove funzionalità saranno disponibili attraverso un programma di Anteprima di Accesso Anticipato negli Stati Uniti, con piani per espandersi a livello internazionale all'inizio del 2025.
RingCentral (NYSE: RNG) ha anunciado nuevas capacidades impulsadas por IA para su solución de centro de contacto, RingCX. Estas innovaciones incluyen:
1. Asistencia de Agente RingCX IA: Asistencia de IA en tiempo real durante las llamadas para los agentes.
2. Asistencia de Supervisor RingCX IA: Monitorea las interacciones y alerta a los supervisores sobre problemas potenciales.
3. Perspectivas de Entrenamiento IA: Genera sugerencias de entrenamiento personalizadas para los agentes.
4. Marco IVA Bring-Your-Own: Permite la integración de Agentes Virtuales Inteligentes preferidos.
Desde su disponibilidad general en noviembre de 2023, RingCX ha incorporado a más de 350 clientes, con más del 50% optando por capacidades de IA de pago. Las nuevas funciones estarán disponibles a través de un programa de Vista Previa de Acceso Anticipado en EE.UU., con planes de expansión internacional a principios de 2025.
링센트럴 (NYSE: RNG)는 링CX의 연락 센터 솔루션을 위한 AI 기반의 새로운 기능을 발표했습니다. 이러한 혁신에는 다음이 포함됩니다:
1. 링CX AI 에이전트 지원: 에이전트를 위한 통화 중 실시간 AI 지원.
2. 링CX AI 감독자 지원: 상호작용을 모니터링하고 감독자에게 잠재적인 문제를 알립니다.
3. AI 코칭 통찰력: 에이전트를 위한 개인화된 코칭 제안을 생성합니다.
4. 내 장비 사용 IVA 프레임워크: 선호하는 지능형 가상 에이전트의 통합을 허용합니다.
2023년 11월에 일반적으로 공개된 이후, RingCX는 350명 이상의 고객을 확보하였으며, 그 중 50% 이상이 유료 AI 기능을 선택했습니다. 새로운 기능은 미국에서 조기 액세스 미리보기 프로그램을 통해 제공될 예정이며, 2025년 초에는 국제적으로 확장할 계획입니다.
RingCentral (NYSE: RNG) a annoncé de nouvelles fonctionnalités alimentées par l'IA pour sa solution de centre de contact, RingCX. Ces innovations incluent :
1. Assistance Agent RingCX IA: Assistance IA en temps réel pour les agents pendant les appels.
2. Assistance Superviseur RingCX IA: Surveille les interactions et alerte les superviseurs sur les problèmes potentiels.
3. Insights de Coaching IA: Génère des suggestions de coaching personnalisées pour les agents.
4. Cadre IVA Apportez Votre Propre: Permet l'intégration d'agents virtuels intelligents préférés.
Depuis sa disponibilité générale en novembre 2023, RingCX a intégré plus de 350 clients, avec plus de 50 % optant pour des capacités IA payantes. Les nouvelles fonctionnalités seront disponibles via un programme d'aperçu d'accès anticipé aux États-Unis, avec des plans d'expansion internationale au début de 2025.
RingCentral (NYSE: RNG) hat neue KI-gestützte Funktionen für seine Contact-Center-Lösung RingCX angekündigt. Zu diesen Innovationen gehören:
1. RingCX KI-Agenten-Unterstützung: Echtzeit-KI-Hilfe für Agenten während der Anrufe.
2. RingCX KI-Supervisor-Unterstützung: Überwacht Interaktionen und informiert Supervisoren über mögliche Probleme.
3. KI-Coaching-Einblicke: Generiert personalisierte Coaching-Vorschläge für Agenten.
4. Bring-Your-Own IVA-Framework: Ermöglicht die Integration bevorzugter intelligenter virtueller Agenten.
Seit der allgemeinen Verfügbarkeit im November 2023 hat RingCX über 350 Kunden gewonnen, wobei mehr als 50 % sich für kostenpflichtige KI-Funktionen entschieden haben. Die neuen Funktionen werden in den USA über ein Programm zur frühzeitigen Zugriffsvorschau verfügbar sein, mit Plänen zur internationalen Erweiterung Anfang 2025.
- RingCX has gained over 350 customers since November 2023
- More than 50% of RingCX customers are opting for paid AI capabilities
- RingCentral added over 300 features to RingCX in the past quarter
- AUTOPAY reports a 20% time savings for customer success reps after migrating to RingCX
- None.
Insights
RingCentral's latest AI-powered innovations for RingCX represent a significant leap in contact center technology. The introduction of native real-time AI assistance for agents and supervisors could dramatically improve response times and customer satisfaction. The AI Coaching Insights feature automates quality management, potentially reducing training costs and improving agent performance.
The Bring-Your-Own IVA Framework is particularly noteworthy, as it allows for seamless integration with various Intelligent Virtual Agents. This flexibility could be a major selling point for enterprises with existing IVA investments. With over 350 customers onboarded since November 2023 and
However, the delayed availability of these features (Early Access Preview in the U.S., with international expansion planned for early 2025) might give competitors time to catch up. Overall, these innovations position RingCentral well in the rapidly evolving AI-powered contact center market.
The contact center AI market is experiencing robust growth, as evidenced by Metrigy's research showing planned spending increases of
The company's rapid innovation pace, adding over 300 features to RingCX in just one quarter, demonstrates strong R&D capabilities. The
RingCentral's dual approach of offering both simple out-of-the-box AI solutions and more complex enterprise-grade capabilities through partnerships like Balto shows strategic market segmentation. This could help capture a wider customer base, from SMBs to large enterprises. The strong initial uptake of RingCX and its AI features indicates positive market reception, potentially leading to increased market share in the competitive cloud contact center space.
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
Image provided by RingCentral
With over 350 customers on-board since the general availability in November 2023, RingCentral continues to drive strength and momentum of RingCX, and delivers rapid innovation with more than 300 features added to RingCX in just the past quarter. Customers are also choosing RingSense AI with over
“The latest revolutionary advancements in AI are reshaping the landscape of customer experience, by helping customers, empowering agents, and enabling supervisors to drive business success,” said Jim Dvorkin, SVP of Customer Experience Innovation at RingCentral. “Our cutting-edge innovations stem directly from the voice of our customers, who have embraced AI-powered RingCX, as we work closely with them to deliver our latest transformative RingSense AI-based innovations.”
“Since we migrated to RingCX, we estimate a
New AI-powered capabilities coming to RingCX include:
-
RingCX AI Agent Assist: This new offering from RingCentral provides real-time, in-call AI assistance for agents. It actively listens to customer interactions and offers contextual suggestions, ensuring more accurate, timely, and personalized resolutions. AI Agent Assist can incorporate existing company resources—such as documents, websites, and knowledge bases—into its suggestions, continuously improving its effectiveness and reducing resolution time.
AI Agent Assist is natively built by RingCentral for RingCX, and offers out-of-the-box capabilities that are easy to use and simple to set up. For enterprises requiring more sophisticated, highly customizable real-time guidance, RingCentral continues to provide solutions through its partnership with Balto, which has seen high adoption among RingCX customers. This dual approach allows RingCentral to address a wide range of customer needs, from simple out-of-the-box solutions to complex, enterprise-grade capabilities.
- RingCX AI Supervisor Assist: This AI-powered solution monitors customer interactions in real-time, identifying potential issues that require supervisor attention. It proactively alerts supervisors, providing one-click access to detailed transcripts and concise conversation summaries. This enables supervisors to quickly assess situations, determine the best intervention strategies, and support both customers and agents effectively.
- AI Coaching Insights: This new capability of RingSense AI Quality Management automatically analyzes customer interactions for each agent, generating personalized AI-based coaching suggestions to address knowledge gaps. It promotes consistent quality across all customer interactions while automating what was previously a tedious manual process for contact center supervisors and managers. By leveraging AI to review all interactions automatically, it significantly streamlines quality management workflows.
- Bring-Your-Own IVA Framework: RingCX offers a versatile conversational AI platform that allows customers to easily integrate their preferred Intelligent Virtual Agent (IVA) for customer self-service across voice and digital channels. The Bring Your Own IVA framework provides open APIs for quick and seamless integration with any IVA, enabling conversational AI for various use cases such as password resets, order status checks, and other automations. This empowers customers to get quick answers or perform actions without waiting in a contact center queue to speak to an agent. RingCX's IVA ecosystem includes pre-built integrations with leading providers like Yellow.ai, Cognigy, and Google DialogFlow.
These new AI-based capabilities will be available in the coming months through an Early Access Preview program in the
“RingCentral's latest AI additions to RingCX show they've got their finger on the pulse of what contact centers really want and need right now,” said Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics. “By focusing primarily on agent and supervisor tools, they're addressing the 'human in the loop' approach that customers are actually ready to deploy. It's a smart approach, one that balances innovation with practical application.”
For more information and to see a preview of the latest AI innovations for RingCX, RingCentral is hosting an online virtual event called AI Innovations for Seamless Customer Experiences on August 21, 2024 at 10:00 am PT. This virtual showcase will feature expert speakers demonstrating how businesses can leverage these new technologies to create effortless customer experiences. The event will also feature special guest Blake Morgan, renowned CX futurist and author, who will share insights from her latest book, “The 8 Laws of Customer Focused Leadership.”
For more information, visit https://www.ringcentral.com/ringcx.html.
About RingCentral
RingCentral is a leading provider of AI-driven cloud business communications, contact center, 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 millions of customers and thousands of partners worldwide. Visit ringcentral.com to learn more.
©2024 RingCentral, Inc. All rights reserved. RingCentral, RingSense, RingCX, RingEX, and the RingCentral logo are trademarks of RingCentral, Inc.
1 How AI is Changing Employee & Customer Experiences, Metrigy, 2024
View source version on businesswire.com: https://www.businesswire.com/news/home/20240821115355/en/
Mariana Leventis, RingCentral
650-562-6545
mariana.leventis@ringcentral.com
Source: RingCentral, Inc.
FAQ
What new AI-powered capabilities has RingCentral announced for RingCX?
How many customers has RingCX (RNG) gained since its general availability in November 2023?
What percentage of RingCX customers are opting for paid AI capabilities?
When will the new AI-based capabilities for RingCX (RNG) be available?
