RingCentral announces general availability of RingCX

RingCentral has announced the general availability of RingCX, a native, AI-first contact centre solution.

RingCX uses the latest advances in generative AI, helping customers and contact centre employees before, during, and after interactions with automated scoring and monitoring for supervisors.

The solution brings together voice, video and digital channels so agents can easily engage with customers in their channel of choice, with full context to the customer journey and interaction history.

RingCX includes voice, video, over 20 digital channels and AI summaries. The offering is priced at £60 per agent per month, which could provide major cost savings and pricing predictability. It is also designed to complement to RingCentral Contact Centre, which is generally aimed at more complex use cases and larger deployments.

Srini Raghavan, chief product officer, RingCentral, said, “RingCX fills a gap in the market for an all-inclusive contact centre solution that has the digital channels, voice, video, and robust AI capabilities that businesses need as they transition to a new generation of contact centres that power smarter customer experiences.

“RingCX scales with the business, allowing decision-makers to adopt capabilities and evolve their experience, on their timeline – with rapid deployment in days, not weeks or months.”

Sheila McGee-Smith, president and principal analyst of McGee-Smith Analytics, added, “There is a very sizable segment of the contact centre market that is resource constrained and does not have overly complex requirements.

“Lengthy application deployments involving unanticipated professional service costs can prevent these organisations from getting the customer interaction capabilities they need to be competitive and to effectively serve their customers.

“With a robust feature set, predictable, easily understood pricing, and a simple deployment model, RingCX is well positioned to address the needs of this underserved segment of the market.”

During controlled availability, more than 50 customers have selected RingCX. That includes a 1,000 plus seat deployment from a Fortune 500 company. The new solution also includes capabilities powered by the company’s RingSense AI platform.

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