RingCentral, Inc. (NYSE: RNG), a prominent provider of AI-driven cloud business communications, made a significant announcement at Enterprise Connect 2024 in Orlando. The company introduced the latest iteration of its native, AI-powered contact center, RingCX™, highlighting its extensive feature set, expanded global availability, increased adoption rates, and new CRM integrations.
Originally launched in November 2023 in the US and Canada, RingCX has now broadened its reach to encompass the UK, EU (including France and Germany), and is set to debut in Australia. This expansion facilitates access to RingCX’s AI-driven omnichannel capabilities, supporting multiple languages such as US and UK English, French, Italian, Spanish, and German.
Since its global launch last year, RingCX has attracted over 160 customers worldwide, spanning Fortune 1,000 companies, international health organizations, and the public sector. The platform’s success is attributed to its continuous enhancement, boasting a repertoire of more than 1,000 features tailored to organizations of all sizes.
Customer testimonials underscore the efficacy of RingCX’s offerings. Devon Lemay from EON Health praised its comprehensive suite of functionalities, including voice call routing, analytics, and support for over 20 digital channels, all seamlessly integrated into a single package.
Furthermore, RingCentral has integrated RingCX with five prominent CRM platforms, namely Salesforce, Hubspot, ServiceNow, Zendesk, and Microsoft Dynamics 365. These integrations, currently in beta, aim to enhance agent experiences by streamlining processes such as contact matching, case/ticket creation, and interaction logging across voice and digital channels.
Jim Dvorkin, Senior Vice President of Customer Engagement at RingCentral, emphasized the company’s commitment to delivering intuitive, integrated solutions. He highlighted the importance of CRM integration in fostering connected omnichannel experiences for agents, ultimately driving improved customer satisfaction and operational efficiency.
Industry analysts, including Robin Gareiss, CEO of Metrigy, underscored the significance of CRM integration in modern contact center operations. Gareiss emphasized its role in facilitating personalized customer service, driving enhanced customer satisfaction and agent productivity.
RingCX’s open APIs further enable collaboration with a growing ecosystem of partners, including Google Dialogflow, Cognigy, Yellow.ai, Balto, and Calabrio. These partnerships aim to enrich RingCX’s capabilities, with pre-built integrations available in RingCentral’s App Gallery.
As RingCentral continues to prioritize platform integration and ecosystem growth, the evolution of RingCX underscores the company’s dedication to delivering cutting-edge solutions tailored to the evolving needs of modern businesses.
