MetriNote – RingCentral Adds Native CX Platform, More AI, Events

Published on: August 8, 2023

Authors: Beth Schultz, VP of Research and Principal Analyst; Diane Myers, Principal Analyst

August 2023 – RingCentral kicked off August with a handful of product announcements around customer experience (CX) and workplace collaboration, as well as news of a product acquisition that brings it an event service. Details are as follows.

RingCX Intelligent Contact Center

RingCentral has announced its new RingCX contact center service. Built from the ground up, the omnichannel RingCX platform provides employee experience and CX features and functionalities companies can use to address the needs of customers, users, agents, and supervisors. RingCX will support inbound and outbound voice and more than 20 digital channels, natively integrate with RingCentral’s Unified Communications-as-a-Service (UCaaS) platform, and harness advanced AI capabilities of the company’s recently introduced RingSense AI platform to support features such as real-time summaries as well as third-party integration of virtual agent and agent assist capabilities. For workforce engagement, RingCX will integrate software from Calabrio and provide quality management and conversational insights via RingSense. RingCX will be generally available in the fourth-quarter 2023, “aggressively priced” in the under $100 per-seat range.

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