RingCentral launches AI contact centre solution in Aust

RingCentral has launched its AI-powered contract centre solution RingCX into general availability in the Australian market.

The RingCX suite leverages new advances in generative AI to help customers and contact centre employees by providing real-time guidance for agents, and automated scoring and monitoring for supervisors. The solution is designed to be deployable within a matter of days, by using pre-built tools and templates. It brings together voice, video and over 20 digital channels to allow agents to engage with customers in their channel of choice.

RingCentral has developed a pricing model that charges per agent using the solution to provide customers with predictable costs. The platform has also been designed to complement the RingCentral Contact Centre solution, which is aimed at more complex use cases and larger deployments.

Since first launching in the US and Canada in November, the platform has been adopted by more than 160 customers globally. RingCX now also supports multiple languages, including US and UK English, French, Italian, Spanish and German.

The platform is continuously being updated, including with beta support for leading CRM software including Salesforce, Hubspot, ServiceNow, Zendesk and Microsoft Dynamics 365. Additional integrations are planned for the second half of the year.

“RingCX fills a gap in the Australian market for an accessible, all-inclusive contact centre solution that has the omnichannel capabilities businesses of all sizes need to power smarter customer experiences,” said RingCentral Regional VP of Partner Sales Ben Sawnson.

“RingCX complements our core unified communications platform perfectly, and scales with the business both in capacity and features. Australian organisations see great advantages in a tightly integrated unified communications and contact centre platform from one supplier, and RingCX allows us to continue to meet that need.”

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