RingCentral has added new capabilities to RingCX including a native, real-time AI-powered assistant for both agents and supervisors.
Additional innovations include AI-based coaching insights for managers and supervisors, and a new bring-your-own IVA framework for customers and partners to integrate their Intelligent Virtual Agent of choice with RingCX.
RingCX has onboarded over 350 customers since it became generally availabile in November 2023, with RingCentral adding 300 features added to the solution in the past quarter.
Customers are also choosing RingSense AI with over 50 per cent of RingCX customers opting for paid AI capabilities, such as call scoring, feedback and coaching, and conversational analytics available in RingSense AI Quality Management.
Jim Dvorkin, SVP, customer experience innovation, RingCentral, explained, “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.
“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.”
These new AI-based capabilities will be available in the coming months through an Early Access Preview programme in the US. Availability will then be expanded internationally and among strategic partners in early 2025.