AI Communications
Every contact center leader knows the strain of working across too many systems. Switching between tools, chasing down updates, and keeping everything in sync pulls focus away from what matters most — serving customers.
Small inefficiencies stack up fast, and over time, they slow teams down, frustrate agents, and chip away at service quality.
In this blog, we’ll share how choosing RingCentral as your single vendor for both UCaaS and CCaaS simplifies operations, streamlines agent and supervisor workflows, and speeds up collaboration.
Why contact center leaders are rethinking their tech stack
Contact centers are reimagining their tech stack. Not by choice, but out of necessity.
Gartner reveals that 55% of teams cite tech‑stack implementation challenges as the top barrier to adopting AI-driven customer engagement—outranking skills gaps (51%) and privacy concerns (42%).
AI has the power to transform service delivery, but only when it’s supported by an integrated, efficient ecosystem. Fragmented tools don’t just slow progress; they’re expensive and unsustainable.
The cracks in disconnected systems become most visible in the daily routines of agents, supervisors, and leaders who keep the contact center running.
Daily impact on agents
Agents have to jump between windows to find information, update a record, or get help from another department. Every switch takes time, breaks their focus, and leaves customers waiting longer.
Supervisors lack a complete view
Supervisors deal with the same problem in a different way. The numbers they need are spread out across different systems. Without a complete view, it is harder to spot issues or coach agents in the moment.
Leaders carry the operational burden
Contact center leaders have their own set of headaches. More systems mean more contracts, invoices, and vendor relationships to manage. Security settings and compliance rules have to be set up in each system separately. Even a simple software update can turn into a project that requires multiple providers to coordinate.
Why having a single vendor for UCaaS and CCaaS matters
RingCentral built RingEX (UCaaS) and RingCX (CCaaS) on the same ecosystem, so internal collaboration and customer engagement stay in sync. Because these platforms are designed to work together, conversations carry full context as they move between employees and customers.
A case can start in RingCX, pull in an expert via RingEX, and return to the queue with history, notes, and next steps intact.
The benefits show up in the performance metrics that matter most: fewer delays from system handoffs, smoother escalations across teams, faster coaching from supervisors, and reporting that reflects the full lifecycle of every interaction.
Reduce complexity for agents and supervisors with a single user interface
With a single user interface in RingCX, all channels, controls, and collaboration tools live in one place. Agents stay present with the customer instead of navigating software. Supervisors also gain efficiency — they monitor calls, coach in real time, and review performance reports without leaving the same environment their agents use.
The impact on the contact center is measurable: faster onboarding, lower handle times, and fewer errors caused by tool switching. It also improves morale because agents can finally focus on conversations rather than systems.
Speed escalations with a shared directory and presence synchronization
Escalations are one of the costliest points in a customer journey. When agents don’t know who to call or whether that colleague is even available, time drags and the customer grows frustrated.
A shared directory backed by real-time presence eliminates this guesswork. Every employee — whether they sit in CX, finance, or operations — is listed in one searchable directory. Presence indicators show availability instantly, so agents know who is ready to help before attempting a transfer or outreach.
This visibility reduces failed transfers, trims minutes off escalation paths, and increases first-contact resolution by ensuring customers reach the right expert the first time.
Keep agents in the flow and unlock expertise instantly with RingCX’s Ask an Expert
Knowledge gaps are inevitable in a contact center. What matters is how quickly an agent can bridge them. Traditionally, this meant logging a ticket or promising a callback — delays that drag down FCR and CSAT.
Ask an Expert, unique to RingCX, gives agents a faster path. They can message RingEX users — one-to-one or in groups — directly within a live interaction. Subject matter experts see the context, respond in real time, and the entire exchange stays tied to the customer record.
This turns expertise into an on-demand resource. Agents resolve complex issues during the first call, customers leave satisfied, and organizations reduce costly repeat interactions.
See the full picture with end-to-end customer journey analytics
Traditional contact center dashboards tell only part of the story. They show queues and transfers, but not the true customer journey that spans channels, handoffs, and outcomes.
Customer Journey Analytics closes that gap by tracking interactions across RingEX and RingCX. Leaders see every step: where the customer started, how many times they were transferred, how long each stage lasted, and whether resolution was achieved.
Armed with this visibility, leaders can spot bottlenecks, redesign workflows, and measure improvements across the entire journey.
One vendor relationship simplifies contact center operations
AI and automation are now the edge in customer experience, but they can only deliver their full impact when they operate in a single, unified system. Fragmented platforms slow adoption, create inefficiencies, and limit the value of new technology.
With RingCX and RingEX, you are not just consolidating vendors. You are future-proofing your contact center by reducing complexity, lowering costs, and creating a foundation where AI and automation enhance every step of the customer journey.
RingCentral brings your agents, experts, and customers into a single ecosystem—so service isn’t just connected, it’s continuous. Every conversation flows across voice, chat, and digital channels without friction, so issues are resolved faster, interactions feel effortless, and every experience builds lasting trust.
Now is the time to simplify your operations, unlock the full power of AI, and deliver the seamless experiences your customers expect.
See how RingCentral can help you build a unified contact center tailored to your business goals. Start by taking the AI Customer Experience Maturity Assessment to evaluate your strategy in just 10 minutes.
Originally published Sep 03, 2025
