RingCentral has moved its 1,000 customer service agents off its NICE-powered contact centre platform and onto its new RingCX, CEO Vlad Shmunis has revealed.
The chief exec revealed the reshuffle on an earnings call with investors to demonstrate that RingCX is not purely an SMB play.
RingCentral’s customer support agents previously used RingCentral Contact Center, which sits on NICE technology.
“As an additional proof point of RingCX’s ability to scale, including more advanced use cases, we have also recently moved the entire RingCentral customer service team of over 1,000 support agents to RingCX,” Shmunis said.
“This was done cost efficiently, in a few short weeks, and without disruption.”
“We now know firsthand that RingCX can handle use cases not only for smaller and simpler businesses but also for larger enterprises,” he said later during the call.
“And our use case is actually, internally, not that simple.
“We have hundreds upon hundreds of queues that we’re managing to optimise. We are running a sizable call centre and are processing lots of lots of traffic and with the agent count well over 1,000.”
Shmunis said that RingCentral is transitioning its internal support agents onto RingCX, with around three-quarters already making the move.
NICE Relations
The CEO also addressed the future of the NICE partnership but was coy on whether it would be extended.
The pair last extended the alliance in a “multi-year” deal back in 2021.
“RingCX is our go-forward solution,” he said.
“RingCentral Contact Center, RingCC, is still out there. We still have time left on the [NICE] inContact relationship. Perhaps it may even be extended; who knows, never say never.
“I’m not saying it will or will not, just to be clear.
“… What we are doing is we’re disrupting the entire CCaaS space with our new AI-driven and AI-first RingCX product.”
Strong Results
Shmunis was speaking as RingCentral revealed financial results that beat the estimates it had given previously.
Total revenue increased nine percent year over year to $609m, with enterprise ARR up 11 percent to over $1bn.
“Our outperformance was driven by continued strength in our core UCaaS market, combined with strong traction from our new products, in particular, RingCX,” Shmunis said.
The CEO said that conversational intelligence platform RingSense now has more than 1,200 customers, up 45 percent from the previous quarter.
Meanwhile, RingCentral Events added more than 100 customers in the quarter.
