RingCentral and Spectrum have expanded their partnership to make RingCX, an AI-first omnichannel contact center, and AI Conversation Expert (ACE) for advanced conversation intelligence and sales performance, available to Spectrum Business customers.
Showcased at Enterprise Connect this week, the two products will be integrated into UCX with RingCentral, a unified cloud platform for communications and customer experience delivered over Spectrum's managed network.
This expanded partnership enables the providers to give mid-market and enterprise businesses a unified system for customer communication management, interaction analysis, and service performance enhancement.
Keith Dardis, Executive Vice President at Spectrum Business, explains that UCX with RingCentral will deliver reliable, secure communication across industries.
“Mid-market and large business organizations face challenges when using multiple tools for communications and customer experience interactions, which can create fragmented workflows and inconsistent service,” he said.
“UCX with RingCentral solves this by offering one cloud-based solution on Spectrum’s network, giving Spectrum Business customers a reliable, unified experience."
"This matters to multiple industries, including healthcare, education, government and financial services, where simplicity, security and performance are essential.”
Why Fragmented CX Systems Create Customer Experience Challenges
With many mid-market and large organizations using multiple communication and CX tools in their ecosystems, this can result in disconnected processes and uneven service, damaging the customer journey.
This is a common challenge in CX operations, as many organizations still rely on separate systems for digital channels, contact center operations, and analytics, this fragmentation creates siloed workflows and limited visibility into the customer journey.
Teams can then be required to switch between tools for conversation handling, meaning supervisors may often review only a small sample of calls to determine quality, whilst sales or service insights remain scattered across systems.
This can slow down resolution times, creating a widening gap between the true customer experience and what businesses believe they are offering.
How Unified AI Communications Platforms Improve CX Operations
RingCentral and Spectrum’s new products are designed to simplify how businesses manage their customer interactions whilst also extracting more intelligence from those conversations.
By combining communications, contact center technology, and AI analytics within a single environment, businesses can gain visibility across the entire customer lifecycle, allowing teams to respond more quickly and accurately.
Embedding AI directly into communication platforms will also allow enterprises to turn routine interactions into structured data that organizations can analyze for performance, service quality, and revenue insights.
This approach reflects a broader shift from simply routing conversations to automatically generating insights, combining both Spectrum’s network infrastructure and managed services with RingCentral’s AI communication technology to deliver this capability.