RingCentral Expands Global Footprint and Drives Adoption Momentum of RingCX, AI-Powered Contact Center
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RingCX boasts more than 1,000 features and is now available across 6 countries including US, Canada, UK, France, Germany, and Australia
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New CRM integrations enable integrated, immersive agent experience
Today at Enterprise Connect 2024 in Orlando, RingCentral, Inc. (NYSE: RNG), a leading provider of AI-driven cloud business communications, contact center, video, and hybrid event solutions, announced its native, AI-powered contact center, RingCX™, touts more than 1,000 features, has extended global availability, increased adoption, and added new CRM integrations.
Initially launched in the US and Canada in November 2023, RingCX has extended availability in the UK and EU, including France and Germany, and is now launching in Australia. RingCX now supports multiple languages, including US and UK English, French, Italian, Spanish, and German. This rapid international expansion is enabling customers in more markets to benefit from RingCX’s AI-powered, rich omnichannel, simple-to-use and easy-to-deploy solution.
“Platform integration is a huge priority among CX leaders, and CRM is at the top of the list”
RingCX now has more than 160 customers globally since its general availability launch in November 2023. Built for organizations of all sizes, customers include multiple Fortune 1,000 firms, international health organizations, and public sector. RingCentral credits this fast momentum to the continuous and accelerated roll-out of new, robust RingCX capabilities, which now include more than 1,000 features.
“RingCX gives us everything we need – voice call routing, fantastic analytics, and over 20 digital channels – all in a single package. We were able to get implemented and functioning well with ease,” said Devon Lemay of EON Health. “Before RingCX, we were overwhelmed and struggled to route our calls in an efficient manner, and had to calculate our own metrics.”
Integrated Experiences
RingCentral has also added integrations with five leading CRMs, including Salesforce, Hubspot, ServiceNow, Zendesk, and Microsoft Dynamics 365, all currently available in beta. Multiple additional integrations are planned for the second half of 2024.
RingCX continues to provide immersive and integrated agent experiences, with full omnichannel capabilities, automatic screen pops, contact matching in the CRM, case and ticket creation, and interaction logging for all voice and digital interactions. All of this is available as an embedded RingCX agent experience inside CRM systems, where agents can manage interactions across voice, and 20+ digital channels. The CRM integrations are provided at no additional charge and included in the $65 per agent RingCX package.
“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, Customer Engagement at RingCentral. “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.”
“Platform integration is a huge priority among CX leaders, and CRM is at the top of the list,” said Robin Gareiss, CEO and Principal Analyst at Metrigy. “Already, 56.5% 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.”
RingCX has open APIs that enable a growing ecosystem of partners such as Google Dialogflow, Cognigy, Yellow.ai, Balto, and Calabrio with pre-built integrations now available in RingCentral’s App Gallery. RingCentral is committed to expanding partnerships and growing the ecosystem of pre-built integrations with RingCX.
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