As many businesses aim to streamline UCaaS-CCaaS silos, RingCentral has unveiled its new Customer Journey Analytics to do just that.
The aim? To provide a more complete view of the entire customer call journey.
“The contact center industry has been solving problems in isolation for too long,” said Jim Dvorkin, SVP of Customer Experience Products at RingCentral.
When you can see the full customer journey AND have AI actively improving every interaction in real-time, that’s when breakthrough customer experiences happen.
Fragmented customer experiences caused by disconnected systems and incomplete data are a critical industry challenge.
By combining journey analytics with AI-powered capabilities, RingCentral aims to empower organizations to gain both the visibility to understand what’s happening and the intelligence to act on those insights.
Closing the UCaaS-CCaaS Gap
RingCentral’s new Customer Journey Analytics maintains conversation continuity across multiple touchpoints throughout the interaction.
When customer interactions originate in RingCX and transfer to RingEX specialists – or vice versa – organizations receive detailed metrics and insights for each segment of the conversation.
This “comprehensive” visibility enables intelligent routing, strengthens collaboration between front-line agents and back-office experts, and ensures “no customer context is ever lost.”
In addition, RingCentral announced the general availability of AI Agent Assist.
“With its combination of analytics and AI innovations for RingCX, RingCentral is redefining how businesses engage with customers through a fully connected, AI-driven experience,” added Dvorkin.
So, What’s Available?
Here’s a closer look at what is available within RingCentral’s Customer Journey Analytics solution.
AI Agent Assist (Now Generally Available)
This intelligent co-pilot surfaces relevant information from across the organization’s knowledge base, giving agents answers the moment they need them, informed by the complete customer interaction history.
AI Interaction Analytics (Beta)
This capability analyzes 100 percent of customer interactions to provide sentiment analysis and predictive CSAT scores.
Agent Screen Recording (Beta)
Combined with journey analytics and AI-powered insights, supervisors gain unprecedented visibility into agent workflows and customer context, enabling precision coaching that directly impacts performance.
“The Multiplier Effect” – How Integrated Intelligence Fuels Continuous Improvement
The true impact emerges when Customer Journey Analytics and AI capabilities converge into a unified intelligence platform.
Since its 2024 launch, AI Quality Management has been embraced by over 50 percent of RingCX customers, creating a dynamic cycle of continuous improvement backed by full journey visibility.
The system detects patterns across thousands of interactions, spanning the entire customer journey.
It automatically generates coaching recommendations rooted in deep contextual insights and measures the real-time impact of training initiatives.
This integrated approach “empowers organizations” to enhance customer satisfaction by delivering “precise, actionable guidance to agents,” driven by complete customer sentiment data from every touchpoint and conversation.
