Last quarter, RingCentral released 300 new features for RingCX, its burgeoning CCaaS platform.
These enhancements went far beyond glow-ups of existing capabilities, too. For instance, RingCentral added new integrations with HubSpot, Microsoft Teams, and ServiceNow, creating immersive agent experiences with easy access to the information they need to make customers feel valued.
Moreover, the UC stalwart launched RingSense for RingCX, a premium add-on that delivers clients new conversational intelligence and AI-powered auto QA capabilities.
Other notable additions include a Chrome extension that connects any web-based CRM to the platform, language support for French (Canadian) and Spanish (Latin America), and an automated self-service delivered in partnership with Cognigy.
Meanwhile, RingCentral added Vodafone as a global reseller of RingCX, secured new business across all four major continental regions, and boosted the platform’s install base to 350+ customers.
That's impressive, given that the platform only reached general availability in November last year.
Nevertheless, RingCentral's ambitions in the CCaaS space go much further, and - by offering customers a choice between RingCX and the RingCentral Contact Center (delivered in partnership with NICE) - the vendor believes it can provide a winning proposition to businesses of any size.
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The Winning Proposition
Within the contact center space lies a massive market segment that's resource-constrained and doesn't have hugely complex CCaaS requirements.
Historically, CCaaS buyers from this segment had two options:
- Overspend on a big CCaaS suite and utilize a fraction of the features.
- Integrate several finickity point solutions with a CRM or UCaaS platform.
RingCX fills the gap with an AI-first, omnichannel CCaaS offering that’s simple to use, easy to deploy, and disruptively priced.
Highlighting that final differentiator, Srini Raghavan, Chief Product Officer at RingCentral, told the vendor’s YouTube channel:
“RingCX is priced at $65 per agent per month, includes unlimited domestic inbound and outbound minutes, and provides businesses with cost savings and predictable monthly expenses.”
The solution also natively integrates with RingEX and RingSense AI, RingCentral’s respective UCaaS and conversational AI platforms.