As many businesses aim to streamline UCaaS-CCaaS silos, RingCentral has unveiled its new Customer Journey Analytics to do just that.
The aim? To provide a more complete view of the entire customer call journey.
"The contact center industry has been solving problems in isolation for too long," said Jim Dvorkin, SVP of Customer Experience Products at RingCentral.
When you can see the full customer journey AND have AI actively improving every interaction in real-time, that’s when breakthrough customer experiences happen.
Fragmented customer experiences caused by disconnected systems and incomplete data are a critical industry challenge.
By combining journey analytics with AI-powered capabilities, RingCentral aims to empower organizations to gain both the visibility to understand what’s happening and the intelligence to act on those insights.
Closing the UCaaS-CCaaS Gap
RingCentral’s new Customer Journey Analytics maintains conversation continuity across multiple touchpoints throughout the interaction.
When customer interactions originate in RingCX and transfer to RingEX specialists - or vice versa - organizations receive detailed metrics and insights for each segment of the conversation.
This "comprehensive" visibility enables intelligent routing, strengthens collaboration between front-line agents and back-office experts, and ensures "no customer context is ever lost."
In addition, RingCentral announced the general availability of AI Agent Assist.
"With its combination of analytics and AI innovations for RingCX, RingCentral is redefining how businesses engage with customers through a fully connected, AI-driven experience," added Dvorkin.
So, What’s Available?
Here's a closer look at what is available within RingCentral's Customer Journey Analytics solution.