RingCentral Contact Centre

RingCX Capability 

Explore the features that help modern contact centres use to reduce costs, improve service levels, increase customer satisfaction and empower employees with actionable insights.

• Personalized, AI-powered self-service

• 24/7 service availability

• Open ecosystem for Bring-Your-Own IVA

Key challenges: Long wait times and customers needing an agent for simple enquiries.

An Intelligent Virtual Agent (IVA) helps customers get answers and resolve issues instantly through natural, conversational interactions, reducing queues and freeing agents to focus on more complex requests.

Not all virtual assistants are created equal.

• A chatbot is limited to predefined questions and responses.

• An IVA understands customer intent, adapts to the conversation, and delivers more personalised, effective outcomes.

Already have an IVA?:  No problem. Our platform integrates with leading IVA solutions, allowing you to retain your existing investment without retraining or starting from scratch.

• Lead capture with Salesforce, Hubspot, Zoho

• Multiple calendar appointment scheduling

• Call routing with contextual handoff

• Dynamic RCV video meeting link

• Multi-language support

• Supports any phone

• Auto-create AIR

Key challenge: Missed calls, lost leads, and limited availability outside business hours.

AI Receptionist (AIR) answers calls using natural, conversational AI, helping customers get what they need without waiting for an employee. From lead capture and appointment booking to intelligent call routing, AIR ensures every call is answered professionally, every time.

More than an auto-attendant

Unlike traditional phone menus, AIR understands caller intent, asks follow-up questions, and takes action in real time, creating a faster, more personalised experience.

Already have a phone system? No problem. AIR integrates with existing telephony environments, allowing you to add AI-powered call handling without replacing your current solution.

• Live transcription

• Knowledge base answers

• AI checklists

• Live coaching and insights

Key pain points: Stress/burnout, balancing quick solutions with accurate solutions.

RingCX AI Agent Assist provides real-time guidance for agents during voice calls, where they typically have multiple documents open that they search for answers to customer questions.  AI Agent Assist intelligently organizes this knowledge content (webpages, user guides, etc.) into a single knowledge base that it searches in real-time to provide agents with suggested responses to customer questions.

It can also provide contextual checklists - what questions to ask in a situation, what information to collect - so agents can provide consistent experiences.  And it supports real-time coaching (“Slow down”) and scoring insights (“Customer sentiment is negative”)

Benefits include: Reduced training time for new agents, reduced handle time, increased first-contact resolution, and reduced escalations and transfers.

• Real-time category monitoring

• Instant alerts for key moments

• Live summaries

• Real-time transcripts

Key pain points: Identifying calls that have gone wrong, helping agents in real time.

Supervisors no longer walk the floor to see which agents need help - there is no floor with remote agents.

They have a dashboard listing ongoing calls and have to guess which agents need help. Any time spent monitoring the agent is a waste if that agent doesn’t actually need help.

AI Supervisor Assist provide visual alerts for awareness and real-time summaries and transcripts for instant context.

• Summarize performance on 100% of interactions

• Monitor trending topics and common objections

• Analyze agent soft skill performance

• Deliver targeted training plans to agents

Key pain points: Limited visibility into customer conversations, low survey response rates, and difficulty identifying emerging issues at scale.

Traditional quality programs review only a small sample of interactions, leaving valuable customer insights hidden across thousands of conversations.

AI Interaction Analytics analyses every voice and digital interaction to uncover customer sentiment, identify recurring issues, predict customer satisfaction, and highlight opportunities for improvement.

Real-time dashboards provide actionable insights that help organisations improve customer experience, reduce risk, and make faster, data-driven decisions.

• Analyse 100% of customer interactions

• Automatically predict CSAT outcomes

• Uncover customer sentiment and trends

• Identify risks, complaints, and opportunities

Key pain points: Limited visibility into customer conversations, low survey participation, and difficulty identifying trends before they impact customer experience.

Traditional quality and customer insight programs rely on reviewing a small sample of interactions, leaving critical customer feedback undiscovered.

AI Interaction Analytics analyses every conversation to uncover sentiment, predict customer satisfaction, identify emerging issues, and deliver actionable insights that help improve customer experience, agent performance, and business outcomes.