Ringcentral today revealed new innovations For its native and supplied AI contact center solution, Ringcx. Improvements include AI real -time assistance for agents and supervisors, as well as the advanced AI rating, coaching and agents’ comments.
Ringcx was presented Only a year ago. As the solution is generally available three months later, Ringcentral was able to announce that More than 50 transactions had concludedTwo of them for customers with more than 1,000 agents. The business leaders of the company have credited disruptive prices and an integrated AI for the success of early sales.
New agent and supervisor tools
Since the Genai explosion in November 2022, the use of the technology customer experience have been widely discussed and written. What most of the customers and suppliers I talk about agree is that the agent, and more recently the supervisor, the tools are the favorite initial investment. There is less risk of using AI / Genai when a human remains “in the loop”, instead of diverting it in applications intended for customers.
Understanding the CX market as well as their fact, Ringcentral has concentrated its internal development on solutions for agents and supervisors with:
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Assistance from the Ringcx AI agent: Actively listen to customers and contextual suggestions of agents in real time to respond to requests for information. AI Agent Assistance can integrate existing business information resources, such as documents, websites and knowledge bases – in its suggestion database. RingSense AI Agent Assist provides a native and ready -to -use solution for agent advice which completes the existing Ringcx relationship with Balto, which continues to provide a fully customizable real -time guidance solution.
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Ringcx AI Supervisor Assist: Generates detailed transcriptions and concise summaries of customer interactions to help supervisors to monitor more than several interactions – which allows them to intervene on customer calls when necessary. Supervisors are alerted to interactions that most need their attention, which allows them to solve potential problems before they occur.
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Ringcx Ai Quality Management Coaching Insights: A coaching tool powered by AI that personalizes development plans for each agent, promoting growth and expertise adapted to their unique needs. He analyzes the performances of individual agents in several interactions, identifying forces and areas of improvement, and suggests personalized learning paths for more emphasis.
The screenshot below shows a supervisor screen of the AI QM Coaching Insights function. It shows protruding facts for an agent for a month, August 2024. He goes beyond individual dashboards for specific interactions and summarizes the forces of agents and improvement opportunities. Depending on the size of the organization, coaching information could be shared with training services or human resources for future planning of agents’ development.
Ringcx AI Agent, Ringcx AI Supervisor Assist and Ringcx AI Quality Management Insights Insights are all available in the preview of early access to the United States.
Bring your own IVA
The RingCX platform allows customers to integrate their favorite intelligent virtual agent solutions (IVA). Open APIs allow transparent integration with existing or desired IVA technologies. The implementation of the selected IVA is carried out using the manufacturer without code of Ringcentral and the library of preconfigured models. These models cover the common customer service scenarios, including the addition of items to a purchase basket, appointment planning and the display of course information and associated costs.
The Ringcx AI ecosystem has pre-constructed integrations with IVA suppliers, including Yellow.ai, Cognpy and Google Dialogflow. Ringcentral has now expanded its network of IVA partners to include Omilia and Replicant.
Ringcx case study: the law team of the husband and the woman
In addition to announcing the solutions described above, Ringcentral offered an update on the way Ringcx was received on the market during its first year. The company reports that it continues to see a high demand for Ringcx, which now has more than 350 customers – up more than 70% in the second quarter of the 25 best counties in the United States
Ringcentral offered me information about a case study that will soon be published on a recent Ringcx victory. The law and wife’s law team is a Phoenix -based bodily injury company that uses both Ringex and Ringcx. Founded in 1996 by a pair of lawyers now married who met at the Faculty of Law, the firm has six offices across Arizona.
Before moving to Ringcentral, the law team of husband and women used another VoIP telecommunications system. Joe Phelps, director of the admission of the law team of the husband and women, began a search for a new solution because the existing system lacked key features that the growing company needed.
After examining other Cloud telephony suppliers, the law team of husband and woman chose Ringcentral. “Analytics was so much more detailed and useful than what we saw elsewhere … But the major factor was the new Ringcentral technology, because one of our strategic priorities was to improve our workflows with the IA, “said Phelps.
In the heels of the law team of the husband and the wife ending his implementation of Ringex, Ringcentral announced the availability of Ringcx. Phelps reports that the new contact center solution seemed to be an ideal adjustment for the company’s admission team, which manages a high volume of potential interactions of new customers per month. Phelps has seen several ways that RingCX could make the team more efficient and more efficient, including omnichannel capacities and AI coaching tools available with Ringsen for CX.
Phelps reports that he was able to configure workflows with emails so that the appellants can choose to send a request for email rather than wait pending. These emails go to the next member of the available team. “It saves us time and helps potential customers who prefer to connect by e-mail,” said Phelps. In the future, the company seeks to take advantage of all the digital channels that Ringcx offers, which will help them maintain the volume of manageable call and offer new customers additional communication options.
What were the commercial results of the deployment of Ringcx? The law team of the husband and the wife brings in an improvement of 66% of the response speed of call management. By implementing automated dashboards, managers saved 65% of the time usually spent analyzing the calls for team members.
Later in the day, at 10:00 a.m. Pacific time / 1 h, Eastern, Ringcentral organizes a webinar to explore today’s announcements and their role in business help to offer transparent customer experiences. Register To hear the customer experience, the futuristic Blake Morgan led the event with a discussion on his last book,, The 8 laws of customer leadership. Kira Makagon, Head of Innovation and Jim Dvorkin, Vice-President Director of Customer Commitment, and John Finch, Vice-President Director of Product Marketing, all of Ringcentral, will be joined by three Ringcx customers, including phelps The husband and wife team.