RingCentral Launches RingCX in Australia

Announcement posted by RingCentral 30 Apr 2024

AI-first Contact Centre built by RingCentral, with native integration to RingCentral’s flagship RingEX unified communications platform

RingCentral, Inc. (NYSE: RNG), a leading provider of AI-driven cloud business communications, contact centre, video, and hybrid event solutions, announced its native, AI-powered contact centre, RingCX™, is now available in Australia. RingCX is launching to partners at RingCentral's Product Connect events in Melbourne and Sydney, where attendees will be given an update on RingCentral's product roadmap and newly released cutting-edge AI technologies.

RingCX offers:

AI-powered: Leveraging the latest advances in generative AI, RingCX helps customers and contact centre employees before, during, and after interactions with real-time guidance for agents, and automated scoring and monitoring for supervisors.
Rich omnichannel: Seamlessly brings together voice, video and 20+ digital channels so agents can easily engage with customers in their channel of choice, with full context to the customer journey and interaction history.
Simple to use: Easy for customers, agents, and supervisors. Provides an immersive agent experience for agents across the tools they use every day.
Easy to deploy: Deploy in a matter of days, not weeks or months. Tools and templates that accelerate time to deploy.
Best Value: RingCX includes voice, video, 20+ digital channels, AI summaries. All at predictable cost and with the lowest cost of ownership, priced per agent.
Complements RingCentral Contact Centre: RingCX is a strong complement to RingCentral Contact Centre™, an OEM-based solution, which is generally aimed at more complex use cases and larger deployments.

Initially launched in the US and Canada in November 2023, RingCX now has more than 160 customers globally and supports multiple languages, including US and UK English, French, Italian, Spanish, and German.

"RingCX fills a gap in the Australian market for an accessible, all-inclusive contact centre solution that has the omnichannel capabilities businesses of all sizes need to power smarter customer experiences," said Ben Swanson, Regional Vice President Partner Sales, RingCentral. "RingCX complements our core unified communications platform perfectly, and scales with the business both in capacity and features. Australian organisations see great advantages in a tightly integrated unified communications and contact centre platform from one supplier, and RingCX allows us to continue to meet that need."

An early Australian adopter of RingCX is independent unified communications consultancy TelcoDataCloud, who is using RingCX to integrate with its RingEX unified communications solution and with HubSpot CRM.

"We have a geographically dispersed contact centre team, so RingCX is ideal as a centralised system with omnichannel and AI capabilities to reduce management overheads," said Asa Grund, Director, TelcoDataCloud. "We are also using RingSense™ AI for transcriptions, coaching, and analysis. That allows us to identify sales best practice and replicate those techniques across the team. This data is automatically stored against that customer record in HubSpot, which helps with the sequencing of our outbound campaigns, gives us actionable data into the future, and ensures the continuity of engagement with each customer."

Integrated Experiences

RingCX is integrated 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.

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.

In addition, 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.

To learn more about RingCX, please visit https://www.ringcentral.com/au/en/ringcx.html.

About RingCentral

RingCentral is a leading provider of AI-driven cloud business communications, contact centre, video and hybrid event solutions. RingCentral empowers businesses with conversation intelligence, and unlocks rich customer and employee interactions to provide insights and improved business outcomes. With decades of expertise in reliable and secure cloud communications, RingCentral has earned the trust of millions of customers and thousands of partners worldwide. Visit ringcentral.com to learn more.