Last quarter, RingCentral released 300 new features for RingCX, its burgeoning CCaaS platform.
These enhancements went far beyond glow-ups of existing capabilities, too. For instance, RingCentral added new integrations with HubSpot, Microsoft Teams, and ServiceNow, creating immersive agent experiences with easy access to the information they need to make customers feel valued.
Moreover, the UC stalwart launched RingSense for RingCX, a premium add-on that delivers clients new conversational intelligence and AI-powered auto QA capabilities.
Other notable additions include a Chrome extension that connects any web-based CRM to the platform, language support for French (Canadian) and Spanish (Latin America), and an automated self-service delivered in partnership with Cognigy.
Meanwhile, RingCentral added Vodafone as a global reseller of RingCX, secured new business across all four major continental regions, and boosted the platform’s install base to 350+ customers.
That’s impressive, given that the platform only reached general availability in November last year.
Nevertheless, RingCentral’s ambitions in the CCaaS space go much further, and – by offering customers a choice between RingCX and the RingCentral Contact Center (delivered in partnership with NICE) – the vendor believes it can provide a winning proposition to businesses of any size.
→ WATCH RINGCENTRAL’S WEBINAR ON-DEMAND: “AI Innovations for Seamless Customer Experiences“
The Winning Proposition
Within the contact center space lies a massive market segment that’s resource-constrained and doesn’t have hugely complex CCaaS requirements.
Historically, CCaaS buyers from this segment had two options:
- Overspend on a big CCaaS suite and utilize a fraction of the features.
- Integrate several finickity point solutions with a CRM or UCaaS platform.
RingCX fills the gap with an AI-first, omnichannel CCaaS offering that’s simple to use, easy to deploy, and disruptively priced.
Highlighting that final differentiator, Srini Raghavan, Chief Product Officer at RingCentral, told the vendor’s YouTube channel:
“RingCX is priced at $65 per agent per month, includes unlimited domestic inbound and outbound minutes, and provides businesses with cost savings and predictable monthly expenses.”
The solution also natively integrates with RingEX and RingSense AI, RingCentral’s respective UCaaS and conversational AI platforms.
As such, businesses can leverage RingCX as part of an enterprise communications “super-suite” and unlock new cross-platform capabilities.
However, while RingCX and the broader super-suite may attract the underserved segment of the contact center market, RingCentral’s appeal transcends these buyers alone.
After all, with its RingCentral Contact Center, the vendor has many years of experience deploying CCaaS solutions across the most complex enterprise environments.
The RingCentral Contact Center platform leverages the capabilities of NICE CXone and integrates with RingEX. As such, RingCentral can offer a unique combination of Gartner Magic Quadrant leading UCaaS and CCaaS solutions.
With this two-pronged CCaaS proposition, RingCentral can more effectively meet the needs of a broad spectrum of CCaaS buyers, which is a significant differentiator in a crowded market.
Already, this strategy appears to be paying dividends, with RingCentral’s CCaaS business reaching $390M in annual recurring revenue (ARR) in Q2. That’s up 19 percent year-over-year.
Building on those figures, Nicolas de Kouchkovsky, Industry Analyst at CaCube Consulting, notes that CCaaS now “represents 16 percent of the company’s total ARR and places RingCentral among the top ten largest contact center providers.”
What’s Coming Next for RingCX?
After a record quarter of CCaaS innovation, RingCentral promises to keep the ball rolling and launch many more RingCX capabilities later this month.
Indeed, on August 21, at 10am (PT), the vendor hosted a webinar entitled “RingCX: AI Innovations for Seamless Customer Experiences“.
During the webinar, RingCentral leaders shared the company’s vision and progress in CX, and why RingCX is helping so many customers transform their contact centers. Additionally, RingCentral discussed and demo’d RingCX’s “latest AI innovations” to streamline customer experiences, assist agents and supervisors, and empower contact center leaders with new insights.
Moreover, special guest Blake Morgan, a CX Futurist and Author, shared insights from her latest book, “The 8 Laws of Customer-Focused Leadership,” and a customer panel discussed their learnings from implementing AI solutions.
To watch the webinar on-demand, follow the link above. Alternatively, to learn more about the current capabilities of the differentiative RingCX platform, visit: www.ringcentral.com/ringcx.html
