Delivering exceptional customer experiences while maintaining operational efficiency is crucial for every business. That’s why we’re thrilled to announce the latest enhancements to RingCX, our AI-powered contact center solution. With advanced AI capabilities and enhanced analytics, RingCX is set to revolutionize how businesses manage customer interactions and optimize their workflows.
Customer Journey Analytics: Seamless integration of RingCX and RingEX
Perhaps the most exciting addition to our analytics suite is the availability of Customer Journey Analytics. This enhanced integration between RingCX and RingEX provides comprehensive insights for any call that traverses the two products. This powerful capability provides unprecedented visibility into the entire customer journey, including:
- Detailed metrics and attributes for each segment of the interaction, whether it occurred in RingCX or RingEX
- Complete call recordings that span both platforms
- Insights into transfer patterns and their impact on customer satisfaction
With Customer Journey Analytics, businesses can now:
- Identify bottlenecks in the customer journey
- Optimize routing strategies between contact center and unified communications environments
- Improve collaboration between front-line agents and back-office experts
- Enhance training programs by providing a holistic view of customer interactions
AI Agent Assist general availability: Empowering agents with real-time intelligence
One of the standout AI capabilities for RingCX is AI Assist for Agents. Now Generally Available in the US and Canada, this capability reduces the strain on agents by intelligently organizing the knowledge sources they previously had to sift through manually, monitoring conversations in real-time, and instantly providing answers to customer questions. AI Agent Assist is easy to implement, leveraging existing knowledge content from user documents, webpages, and more.
By leveraging AI to support agents during customer interactions, we’re helping businesses:
- Reduce average handling time
- Improve first-call resolution rates
- Enhance overall employee customer satisfaction
- Reduce onboarding time for new agents
What customers are saying
“By cutting call handling times from 10 minutes to just 5, our agents have been able to double their daily call volume, going from 20 to 40 calls per day. On top of that, we’ve increased our first contact resolution rates by 35%. With these features, we’re getting faster resolutions and delivering better overall experiences.”
Natalie Bolfeta, Office Operations Manager, ClaimSolution Inc.
To learn more, visit https://www.ringcentral.com/ringcx/ai-assist.html.
AI Interaction Analytics open beta: Turning conversations into insights
Understanding the voice of the customer is key to improving service quality. AI Interaction Analytics is now available in Open Beta status. It leverages RingSense AI to analyze every customer call and provide predictive AI CSAT insights, including:
- Customer sentiment trends
- Common pain points and areas for improvement
- Compliance adherence
- Agent performance metrics
This comprehensive analysis helps businesses make data-driven decisions to enhance their customer experience strategies without relying on manual customer survey data.
Screen recording: Elevating performance evaluation
We’ve taken quality management to the next level by integrating AI-powered analysis with screen recording capabilities. This enhanced feature allows supervisors to better understand the specific steps agents take to handle customer issues, identify process inefficiencies, and surface agent training gaps.
By streamlining the quality management process, businesses can focus on targeted improvements that drive results.
Effortless workflows: The future of customer experience
By combining these advanced features–AI-powered WFM, real-time AI Agent Assist, screen recording, and Customer Journey Analytics–RingCX is setting a new standard for effortless workflows in the contact center industry.
Businesses using RingCX can now:
- Streamline operations with AI-driven insights and automation
- Empower agents to deliver exceptional customer experiences
- Make data-driven decisions to continuously improve service quality
- Break down silos between contact center and unified communications platforms
Want to see the latest capabilities in action? If you are attending Customer Contact Week in Las Vegas, visit us at Booth 502.
Not attending CCW? Visit https://www.ringcentral.com/ringcx.html to learn more.
Originally published Jun 10, 2025
