RingCentral has moved its 1,000 customer service agents off its NICE-powered contact centre platform and onto its new RingCX, CEO Vlad Shmunis has revealed.
The chief exec revealed the reshuffle on an earnings call with investors to demonstrate that RingCX is not purely an SMB play.
RingCentral’s customer support agents previously used RingCentral Contact Center, which sits on NICE technology.
“As an additional proof point of RingCX’s ability to scale, including more advanced use cases, we have also recently moved the entire RingCentral customer service team of over 1,000 support agents to RingCX,” Shmunis said.
“This was done cost efficiently, in a few short weeks, and without disruption.”
“We now know firsthand that RingCX can handle use cases not only for smaller and simpler businesses but also for larger enterprises,” he said later during the call.
“And our use case is actually, internally, not that simple.
“We have hundreds upon hundreds of queues that we're managing to optimise. We are running a sizable call centre and are processing lots of lots of traffic and with the agent count well over 1,000.”
Shmunis said that RingCentral is transitioning its internal support agents onto RingCX, with around three-quarters already making the move.
NICE Relations
The CEO also addressed the future of the NICE partnership but was coy on whether it would be extended.
The pair last extended the alliance in a "multi-year" deal back in 2021.