At Enterprise Connect 2024, RingCentral made a significant announcement regarding its flagship solution, now rebranded as RingEX. This revamped platform integrates transformative AI, known as RingSense, throughout its suite of services, transforming interactions across phone calls, messaging, meetings, and SMS. With RingEX powered by RingSense AI, every employee, from customer service to sales and marketing, gains access to personalized and contextually-aware interactions, enhancing productivity and efficiency in everyday tasks.
“AI brings a shift from unifying communication modes and functionality to merging employee and customer experiences, and it’s exciting. Building on our battle-tested, mission critical platform, we are delivering AI that is purpose-built for specific use cases to drive tangible value – from enhancing everyday productivity to driving interaction efficiencies. RingSense AI unlocks data-rich conversations across phone calls, messaging, video meetings, and contact center interactions to deliver actionable insights that inform more intelligent workflows,” said Vlad Shmunis, Founder, Chairman, and CEO, RingCentral.
RingSense AI for RingEX
The enhancements brought by RingSense AI are multifaceted. It encompasses real-time note-taking during phone conversations, AI-generated summaries and insights, unread message recaps for missed team messages, AI-powered message writing and translation, as well as generative AI search capabilities across various communication channels.
These features redefine the communication experience, offering users valuable insights, automating tasks, and facilitating seamless collaboration.
Streamlining collaboration across teams
RingSense AI's integration with RingEX simplifies communication and adds depth to collaboration across teams. Beyond RingEX, RingCentral incorporates RingSense AI into specific solutions tailored to distinct use cases, such as RingCX for contact centers, RingSense for Sales for sales teams, and RingCentral Events for marketing teams managing virtual, hybrid, and in-person events. This collaborative intelligence allows organizations to gain deeper insights into customer relationships, enhance agent performance, and streamline event management processes.
The solution is currently undergoing a preview release for selected customers, with more details on pricing and features expected in the coming months.
Expanding its global footprint
Since its initial launch in the US and Canada in November 2023, RingCX has expanded its global availability to the UK, EU (including France and Germany). It is now launching in Australia, offering support for multiple languages. With over 160 customers worldwide, including Fortune 1,000 firms and international health organizations, RingCX's rapid adoption is attributed to its rich omnichannel capabilities, easy deployment, and continuous enhancement of over 1,000 features.
In addition, RingCentral has integrated RingCX with leading CRMs such as Salesforce, Hubspot, ServiceNow, Zendesk, and Microsoft Dynamics 365, with additional integrations planned for the second half of 2024. This integrated approach aims to provide agents with a seamless omnichannel experience, facilitating access to customer data and enhancing both customer satisfaction and agent efficiency.
RingCX also boasts open APIs, fostering a growing ecosystem of partners and pre-built integrations, aligning with RingCentral's commitment to expanding partnerships and enhancing the overall customer experience.
“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. 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,” said Jim Dvorkin, Senior Vice President, Customer Engagement at RingCentral.
Elsewhere, RingCentral has introduced a unified patient care solution designed for healthcare organizations worldwide.
