RingCentral has been around since the 1990s and now offers two related (yet separate) contact center packages. The MVP communications platform is designed for messaging, video and phone inquiries, while the CX platform incorporates a mobile app. Both packages support hundreds of third-party integrations.
In testing, we liked RingCentral’s simple, user-friendly interface. We also liked the presence of dedicated desktop and mobile apps for all four main operating systems. RingCentral also includes some welcome features that are missing from competitor platforms, such as call spam filtering and automated call whispers for agents, as well as a supervisor console with live monitoring.
Key aspects of RingCentral include an AutoDiscovery utility, which monitors communications to identify keywords and phrases, linking them together into a word cloud-style grid to see what common themes emerge as customers contact agents. RingCentral also includes sentiment analysis and agent training through customizable templates so you can optimize how your agents interact with customers.
RingCentral recently introduced RingCX, a cutting-edge AI-enabled contact center that improves contact center processes by providing agents with insights into customer behavior, automated summaries of interactions and comprehensive analyses after calls. It boasts a user-friendly interface with an array of features and offers quick deployment capabilities, improving the customer experience and enhancing employee productivity.
As a complementary solution to the RingCentral Contact Center, RingCX seamlessly integrates with key applications like Salesforce, Zendesk and Google DialogFlow, among others. This ensures increased scalability and flexibility, so businesses can easily refine and expand their contact center operations.
Businesses can also tap into RingSense AI, an AI-driven system that automatically records important information during conversations. The system is designed to streamline business communications by delivering insights throughout the interaction and after it has ended. It integrates seamlessly with RingCentral’s existing offerings and features an AI search tool that enables users to explore conversation histories to locate specific details. The system also includes AI “co-author” and translator tools that help you craft and translate messages across multiple languages for a global audience.