{"id":60132,"date":"2025-08-19T17:43:42","date_gmt":"2025-08-20T00:43:42","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=60132"},"modified":"2025-08-11T17:44:20","modified_gmt":"2025-08-12T00:44:20","slug":"new-customer-journey-analytics","status":"publish","type":"post","link":"\/us\/en\/blog\/new-customer-journey-analytics\/","title":{"rendered":"How RingCentral’s new Customer Journey Analytics are breaking down UCaaS-CCaaS silos"},"content":{"rendered":"

<\/a>The critical gap costing contact centers daily<\/b><\/h2>\n

Contact centers face a $500 million problem hiding in plain sight. As a <\/span>10-time Gartner Magic Quadrant Leader<\/span><\/a> 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 <\/span>2025 Gartner Market Guide for Customer Journey Analytics & Orchestration<\/span><\/a>, 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.<\/span><\/p>\n

RingCentral’s new Customer Journey Analytics breaks down the costly disconnect between UCaaS and CCaaS systems by maintaining complete customer context across all touchpoints\u2014now available at no additional charge to RingCX customers.<\/span><\/p>\n

<\/a>The UCaaS-CCaaS divide: Why customer journeys lose critical context<\/b><\/h2>\n

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\u2014it’s a business crisis with measurable impact.<\/span><\/p>\n

Recent data reveals the scope of this convergence challenge. According to RingCentral research, over 50% of RingEX users now leverage call queues\u2014traditionally a contact center feature\u2014while 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.<\/span><\/p>\n

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\u2014exactly the problems driving the industry toward integrated platforms.<\/span><\/p>\n

<\/a>Customer journey analytics: The complete view that changes everything<\/b><\/h2>\n

RingCentral’s Customer Journey Analytics minimizes context loss by providing complete customer call journey visibility across both <\/span>RingCX<\/span><\/a> and <\/span>RingEX<\/span><\/a> environments. Unlike traditional solutions that treat UCaaS and CCaaS as separate systems, this unified approach maintains conversation continuity across every touchpoint.<\/span><\/p>\n

\"Side<\/p>\n

What it is<\/b>: Complete visibility into customer interactions from initial contact through multiple touchpoints and transfers, capturing detailed metrics and insights for each conversation segment.<\/span><\/p>\n

Why it matters<\/b>: When customer interactions originate in RingCX and transfer to RingEX specialists\u2014or vice versa\u2014organizations 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.<\/span><\/p>\n

The difference<\/b>: 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.<\/span><\/p>\n

For organizations, this unified architecture eliminates the operational headaches of managing multiple point solutions while unlocking previously siloed customer insights\u2014the foundation RingCentral built its integrated platform strategy upon.<\/span><\/p>\n

<\/a>Measurable results: Real customers, real impact<\/b><\/h2>\n

The proof lies in the performance. Early adopters are seeing dramatic improvements across key metrics that directly impact business outcomes.<\/span><\/p>\n

ClaimSolution Inc. achieved breakthrough results:<\/b><\/p>\n