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RingCentral Announces New AI-Powered Capabilities for RingCX

RingCentral

RingCentral, Inc. (NYSE: RNG), a leading provider of AI-driven cloud business communications, contact center, video and hybrid event solutions, today announced new innovations for its AI-powered contact center solution, RingCX™. These innovations include a native, real-time AI-powered assistant for both agents and supervisors, advanced AI-based coaching insights for managers and supervisors, and a new bring-your-own IVA framework for customers and partners to quickly integrate their Intelligent Virtual Agent of choice with RingCX. All of these latest innovations are designed to help companies deliver more seamless, personalized, and high quality customer experiences.

With over 350 customers on-board since the general availability in November 2023, RingCentral continues to drive strength and momentum of RingCX, and delivers rapid innovation with more than 300 features added to RingCX in just the past quarter. Customers are also choosing RingSense AI with over 50% of RingCX customers opting for paid AI capabilities, such as call scoring, feedback and coaching, and conversational analytics available in RingSense AI Quality Management.

“The latest revolutionary advancements in AI are reshaping the landscape of customer experience, by helping customers, empowering agents, and enabling supervisors to drive business success,” said Jim Dvorkin, SVP of Customer Experience Innovation at RingCentral. “Our cutting-edge innovations stem directly from the voice of our customers, who have embraced AI-powered RingCX, as we work closely with them to deliver our latest transformative RingSense AI-based innovations.”

“Since we migrated to RingCX, we estimate a 20% time savings for customer success reps due to sophisticated AI-based technology that RingCX delivers,” said Bill Heep, Director of Communications and Systems, AUTOPAY, a highly rated auto loan specialist that is using both RingEX™ unified communications and RingCX contact center solutions to improve efficiencies and customer experience.

New AI-powered capabilities coming to RingCX include:

These new AI-based capabilities will be available in the coming months through an Early Access Preview program in the U.S. with plans to expand availability internationally and among strategic partners in early 2025. This innovation comes at a time when companies are continuing to increase their investments in AI for customer service. New research from Metrigy found that organizations plan to increase their spending on AI-supported customer self-service by 71% and AI-supported agent assistance by 67% this year.1

“RingCentral’s latest AI additions to RingCX show they’ve got their finger on the pulse of what contact centers really want and need right now,” said Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics. “By focusing primarily on agent and supervisor tools, they’re addressing the ‘human in the loop’ approach that customers are actually ready to deploy. It’s a smart approach, one that balances innovation with practical application.”

For more information and to see a preview of the latest AI innovations for RingCX, RingCentral is hosting an online virtual event called AI Innovations for Seamless Customer Experiences on August 21, 2024 at 10:00 am PT. This virtual showcase will feature expert speakers demonstrating how businesses can leverage these new technologies to create effortless customer experiences. The event will also feature special guest Blake Morgan, renowned CX futurist and author, who will share insights from her latest book, “The 8 Laws of Customer Focused Leadership.”

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