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News : RingCentral Expands Global Footprint and Drives Adoption Momentum of RingCX

#contactcenterworld, @ringcentral

Orlando, FL, USA, Mar 26, 2024 - TRingCentral, Inc. (NYSE: RNG), a provider of AI-driven cloud business communications, contact center, video, and hybrid event solutions, announced its native, AI-powered contact center, RingCX™, 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.

"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."

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.

"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."

#contactcenterworld, @ringcentral

Posted by Veronica Silva Cusi, news correspondent

About RingCentral, Inc.:
Company LogoRingCentral is a publicly traded provider of cloud-based phone systems for businesses. It is headquartered in Belmont, California and has offices in Denver, Colorado; Manila, Philippines; Xiamen, China; St. Petersburg, Russia and Odessa Ukraine.
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Published: Thursday, March 28, 2024

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2024 Buyers Guide Automation

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)

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