RingCentral has made its RingCX CCaaS platform generally available in the UK, France, Germany, and Australia.
Having initially launched in the US and Canada in November of last year, RingCX’s global expansion will take the CCaaS platform into two new continents.
The move aims to build on RingCentral’s burgeoning CCaaS base, which already includes multiple Fortune 1,000 firms.
As part of the maneuver into international markets, RingCX now supports multiple languages, including English, French, Italian, Spanish, and German – meaning it can more adequately support its growing global customer base.
RingCentral credits the cross-continental interest in RingCX to the platform’s steady stream of new capabilities and innovations, with RingCX now boasting over 1,000 features.
“We’re proud of the adoption momentum of RingCX and the accelerated rollout of more than 1,000 RingCX features. Providing an intuitive and integrated agent experience has been one of the core tenets of RingCX since we launched it,” said Jim Dvorkin, Senior Vice President of Customer Engagement at RingCentral.
One of the key tenets of this “adoption momentum” has been a recent addition that allows the CCaaS platform to integrate with a number of CRMs.
Currently available in beta and with more integrations scheduled for later in the year, RingCX can integrate with the following five CRMs:
- Salesforce
- Hubspot
- ServiceNow
- Zendesk
- Microsoft Dynamics 365
Dvorkin highlighted the importance of these CRM integrations:
These out of the box CRM integrations enable a fully connected omnichannel experience for agents to be able to leverage the technology they use every day.
Let’s take a closer look at what these new global markets can expect from the RingCX platform.
A Rundown of RingCX
Promising to provide customers with “immersive and integrated agent experiences,” the cloud-native platform leverages the RingSense conversational analytics solution and several AI models.
This allows RingCX to aid contact center agents throughout their interactions with customers by providing self-service options and automated contact scoring for team leaders.
The platform includes voice, video, and over 20 digital channels, along with sought-after features like GenAI summaries and real-time contact guidance.
Although some advanced features are missing – like a workforce engagement management suite (WEM) – RingCentral will continue to partner with NICE CXOne to cater to complex use cases and large enterprise deployments.
Despite this, RingCentral’s solution still addresses a significant market, providing contact centers with an AI foundation and seamless integration with its MVP suite. The platform is designed to facilitate rapid innovation in anticipation of future AI advancements.
For Robin Gareiss – CEO and Principal Analyst at Metrigy – RingCX’s CRM integration is the key to its success:
Platform integration is a huge priority among CX leaders, and CRM is at the top of the list.
“Already, 56.5 percent of companies have integrated their contact center and CRM platforms—both of which are the most commonly used on agents’ desktops.
“Integrated CRM provides smooth access to customer data, fulfilling a critical and growing requirement to personalize customer service. Combined, the value of these platforms helps drive improved CSAT and agent efficiency.”
Featuring RingCX’s Features
Don’t worry; this isn’t going to be a list of all 1,000 of the CCaaS platform’s features.
Instead, seven of the most interesting and innovative have been listed below to give you an idea of what to expect from RingCX:
- AI solutions for the full customer journey
- Native, integrated omnichannel
- Unified business intelligence for supervisors
- Virtual agents and AI assistance
- Collaboration powered by RingCentral MVP
- Workforce engagement management
- The RingCX partner ecosystem
For more information about these RingCX features, check out the full article here: “The 7 Most Exciting RingCX Features to Explore Today”.
