Now generally available to RingCentral customers worldwide, RingCX is the new AI-driven, omnichannel CCaaS solution designed to elevate customer interactions.
The offering combines RingSense AI technology with RingCentral MVP for Unified Communications to deliver a disruptive solution to growing companies. RingCX plugs a crucial gap in RingCentral’s enterprise communication suite, which previously covered telephony, CPaaS, and UCaaS.
Though the company offered contact center solutions through a collaboration with NICE, RingCX allows RingCentral to expand with its proprietary solution. According to the company, the “Total Experience” toolkit features over 1000 capabilities and streamlines everything users need into a single communications hub.
So, which features make RingCX stand out in the contact center landscape? Here are some of the most exciting components worth exploring.
What is RingCX? A Quick Introduction
RingCX is a unified CCaaS and UCaaS platform, combining contact center capabilities with tools for team productivity and collaboration. Despite being advertised as a “radically simple” solution for contact centers, RingCX offers a diverse range of features tailored to the needs of various employees.
It includes voice functionality, video, messaging powered by RingCentral MPV, more than 20 digital channels, AI summaries, unlimited domestic inbound and outbound minutes, and more. The offering is attractively priced at only $65 per agent per month.
Like many of the most innovative CCaaS platforms introduced this year, RingCX is an AI-first platform. This means intelligent features like real-time coaching and automated communication scoring are built into the entire ecosystem.
However, RingCentral has also prioritized user experience with its offering. The easy-to-use system eliminates unnecessary workflows with a unified interface that’s easy to deploy and customize. It even supports comprehensive omnichannel interactions with full context into the customer journey.
X Impressive RingCX Features to Explore
Though the name “RingCX” may indicate this contact center solution is focused primarily on customer experience, the feature set is broader than you’d think. RingCX combines agent, user, and customer experience tools into an all-in-one solution for the experience economy.
Here are some of the most impressive RingCX features worth exploring right now.
1. AI Solutions for the Full Customer Journey
While AI in the contact center is growing increasingly common, many solution providers focus on different tools for different parts of the customer journey. You might use a generative AI tool to prepare an agenda for a meeting or create a pitch deck. You may rely on a different bot for coaching and insights throughout the discussion.
RingCX takes a different approach. The solution is built with RingSense AI, giving agents and supervisors an all-in-one solution for AI optimization.
Agents receive valuable insights into prior customer conversations before the conversation to help them prepare and deliver a more personalized experience. Real-time AI summaries allow agents to track their performance during the interaction and proactively enhance discussions.
After each discussion, the AI system automatically generates post-call transcriptions and summaries, complete with follow-up guidance and action items.
2. Native, Integrated Omnichannel
Many business leaders today recognize the need to create an authentic “omnichannel experience” for consumers. However, aligning communication channels is becoming increasingly complex as consumers find new ways to connect with brands.
RingCX goes beyond the basics of most omnichannel platforms by combining email, SMS, and voice chat with a range of digital messaging applications and other platforms. There are more than 20 digital channels, and they all feature distribution via skills-based routing.
RingCX also supports progressive, predictive, and preview modes for outbound calling, empowering companies to connect with clients dynamically.
3. Unified Business Intelligence for Supervisors
RingCX doesn’t just empower agents to make better decisions before, during, and after customer conversations.