AI Communications
The critical gap costing contact centers daily
Contact centers face a $500 million problem hiding in plain sight. As a 10-time Gartner Magic Quadrant Leader serving over 400,000 customers globally, RingCentral has identified the costly disconnect between unified communications and contact center systems that fragments customer experiences daily. According to the 2025 Gartner Market Guide for Customer Journey Analytics & Orchestration, 55% of customer service leaders are already using customer journey analytics and expect it to become a top-five technology priority. The market demand for unified solutions is clear.
RingCentral’s new Customer Journey Analytics breaks down the costly disconnect between UCaaS and CCaaS systems by maintaining complete customer context across all touchpoints—now available at no additional charge to RingCX customers.
The UCaaS-CCaaS divide: Why customer journeys lose critical context
The traditional separation between employee communications (UCaaS) and customer service (CCaaS) creates a fundamental problem: critical customer context disappears when calls transfer between systems. This isn’t just a technical issue—it’s a business crisis with measurable impact.
Recent data reveals the scope of this convergence challenge. According to RingCentral research, over 50% of RingEX users now leverage call queues—traditionally a contact center feature—while 70% of unified communications traffic follows contact center-like workflows. As Gartner notes in the same study, “Large vendors are integrating CJA/O (Customer Journey Analytics and Orchestration) capabilities into suite offerings like contact center as a service (CCaaS)” because customers demand consistent, contextual interactions across all touchpoints.
These result in lost context, which equals longer calls, frustrated customers, and missed opportunities. When agents restart conversations from scratch after transfers, resolution times increase, customer satisfaction plummets, and operational costs spike. Traditional fragmented systems force customers to repeat information and leave agents without complete interaction histories—exactly the problems driving the industry toward integrated platforms.
Customer journey analytics: The complete view that changes everything
RingCentral’s Customer Journey Analytics minimizes context loss by providing complete customer call journey visibility across both RingCX and RingEX environments. Unlike traditional solutions that treat UCaaS and CCaaS as separate systems, this unified approach maintains conversation continuity across every touchpoint.
What it is: Complete visibility into customer interactions from initial contact through multiple touchpoints and transfers, capturing detailed metrics and insights for each conversation segment.
Why it matters: When customer interactions originate in RingCX and transfer to RingEX specialists—or vice versa—organizations receive comprehensive analytics that enable intelligent routing, strengthen collaboration between front-line agents and back-office experts, and ensure no customer context is ever lost.
The difference: Organizations move from fragmented departmental data to comprehensive customer intelligence that powers AI-driven improvements. This complete journey visibility becomes the data foundation that enables more precise and impactful optimization across the entire customer experience.
For organizations, this unified architecture eliminates the operational headaches of managing multiple point solutions while unlocking previously siloed customer insights—the foundation RingCentral built its integrated platform strategy upon.
Measurable results: Real customers, real impact
The proof lies in the performance. Early adopters are seeing dramatic improvements across key metrics that directly impact business outcomes.
ClaimSolution Inc. achieved breakthrough results:
- 50% reduction in call handling time (10 minutes → 5 minutes)
- 35% increase in first contact resolution rates
“AI Agent and Supervisor Assist have been a game-changer for our customer service team,” said Natalie Bolfeta, Office Operations Manager at ClaimSolution Inc. “By cutting call handling times in half, our agents have been able to double their daily call volume. On top of that, we’ve increased our first contact resolution rates by 35%.”
Healthcare sector results demonstrate broader impact:
- 56% increase in resource access
- 42% increase in Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) patient satisfaction scores
- 53% increase in staff satisfaction
- 46% increase in staff productivity
LifeLink Foundation gained unprecedented supervisor visibility, which is transforming its coaching approach. “Understanding not just what our agents say but how they work through complex cases will transform our coaching approach,” said Bobbie Pierson, Vice President of Communications Services.
AI Agent Assist: Your intelligent co-pilot is now generally available
According to Gartner, by 2026, 80% of enterprises will have used generative AI APIs or models, and/or deployed GenAI-enabled applications. RingCentral’s AI Agent Assist positions customers ahead of the curve. This intelligent co-pilot instantly surfaces relevant information from across the organization’s knowledge base, giving agents answers the moment they need them.
The adoption speaks for itself: 4.9 million RingEX users actively deploy AI Assistant, with a 92% indispensability rate—organizations consider AI Call Notes essential after just one use. The productivity impact is substantial, saving an average of 9 hours monthly per employee through AI assistance.
Integration with Customer Journey Analytics provides contextual assistance informed by complete interaction history, enabling agents to understand not just current customer needs but the full journey that brought them to this moment.
Beta features powering the future of customer service
RingCentral’s expanding AI capabilities demonstrate the power of comprehensive journey data feeding intelligent systems.
AI Interaction Analytics (Beta) analyzes 100% of customer interactions with true context and sentiment understanding. This capability provides sentiment analysis and predictive CSAT scores, enabling organizations to identify and address satisfaction issues before they escalate—turning potential detractors into promoters across the entire customer journey.
Agent Screen Recording (Beta) combines journey analytics with AI-powered insights to give supervisors unprecedented visibility into agent workflows and customer context. This enables precision coaching that directly impacts performance, helping supervisors understand not just what agents say, but how they work through complex cases with complete customer background.
The integrated intelligence advantage: Where analytics meets AI
The transformative power emerges when Customer Journey Analytics and AI capabilities work together as an integrated intelligence platform. AI Quality Management—already adopted by over 50% of RingCX customers since its 2024 launch—creates a continuous improvement loop enhanced by complete journey visibility.
This integrated approach enables organizations to:
- Identify patterns across thousands of interactions spanning the entire customer journey
- Automatically generate coaching recommendations based on comprehensive context
- Measure the impact of training initiatives in real-time
- Elevate customer satisfaction through precise, actionable guidance informed by complete sentiment data
The system delivers measurable improvements: 20% faster resolution times, 25% immediate customer resolution rates, and 3 minutes saved per quality interaction—all while maintaining 99.999% uptime across 8 million+ users.
With more than 75% of customer service leaders feeling pressure from executive leadership to implement GenAI, RingCentral’s proven AI implementation provides immediate business value rather than experimental technology.
Scalable for every business: From SMB to enterprise
RingCX scales seamlessly from small businesses to global enterprises, supported by the industry’s most comprehensive integration ecosystem. With 500+ APIs, 500+ prebuilt applications, and 6,000+ no-code/low-code integrations, organizations can customize their experience without complex development.
Global availability through major service providers, including AT&T, BT, MCM, Vodafone, and Zayo, ensures worldwide reach. For AT&T customers, RingCX is in controlled availability with general availability planned for Q3 2025.
The platform supports diverse industry requirements, from healthcare compliance to financial services security, while maintaining the flexibility needed for unique organizational workflows.
The future of customer experience is here
“What we’re seeing is a complete reimagining of the contact center,” noted Lou Reinemann, Research Director at IDC. “The ability to understand and visualize the entire customer experience – from initial contact through multiple touchpoints and transfers – is where the real value lies from a customer perspective. RingCentral isn’t just adding features; they’re creating an intelligent ecosystem where every component amplifies the others.”
RingCentral is transforming customer experience from fragmented interactions into unified, AI-driven engagement. The multiplier effect of integrated Customer Journey Analytics and AI capabilities creates continuous improvement loops that elevate every interaction.
Organizations no longer need to choose between comprehensive analytics and powerful AI—they can have both, working together seamlessly to deliver the breakthrough customer experiences that drive business growth. The future of customer service isn’t just about better tools—it’s about complete intelligence that turns every interaction into an opportunity for continuous improvement.
Customer Journey Analytics is available now to RingCX customers at no additional charge. AI Agent Assist is generally available, and beta features will roll out throughout 2025. The transformation starts today.
Originally published Aug 19, 2025
