RingCentral has introduced new Customer Journey Analytics capabilities to Australian users of its RingCX contact centre platform, aiming to improve visibility across unified communications and contact centre environments.
The Customer Journey Analytics feature has been made generally available for all Australian users of RingCentral's RingCX, the company's cloud-native contact centre platform. The tool provides organisations with a view of the entire customer call journey, regardless of whether a customer interaction occurs in a unified communications or contact centre context.
According to the company, this launch is intended to address a longstanding challenge within contact centres: fragmented customer experiences arising from disconnected systems and incomplete data when customer calls move between different parts of the organisation.
Jim Dvorkin, Senior Vice President of Customer Experience Products at RingCentral, stated, "The contact centre industry has been solving problems in isolation for too long. What we're delivering is complete customer intelligence – comprehensive analytics that capture every voice conversation detail. When you can see the full customer journey AND have AI actively improving every interaction in real-time, that's when breakthrough customer experiences happen."
RingCentral says its new approach provides a unified platform, maintaining continuity and context as customer conversations move between multiple touchpoints. This is intended to allow more effective collaboration between front-line agents and back-office specialists and to offer a solid data foundation for further AI-driven capabilities.
Bridging communication gaps
Unlike traditional solutions, which often lose valuable detail as customer interactions transit between contact centre and unified communications tools, RingCentral's analytics track the whole journey, whether a call originates in RingCX or is transferred to RingEX specialists. This means that metrics and insights remain intact for each segment, and customer context is not lost.
RingCentral asserts that the combination of journey analytics and artificial intelligence offers organisations immediate business impact. The company is rolling out several AI-driven features in Australia in beta, including AI Agent Assist, AI Interaction Analytics, and Agent Screen Recording.
AI Agent Assist acts as a co-pilot, surfacing relevant information for agents in real time and drawing on the complete history of a customer's interactions. Natalie Bolfeta, Office Operations Manager at ClaimSolution, commented on the technology's performance at her organisation: "AI Agent and Supervisor Assist have been a game-changer for our customer service team. By cutting call handling times from 10 minutes to just 5 minutes, our agents have been able to double their daily call volume, going from 20 to 40 calls per day. On top of that, we've increased our first contact resolution rates by 35%. With these features, we're getting faster resolutions and delivering better overall experiences."
AI analytics and supervision
Beyond AI Agent Assist, AI Interaction Analytics is available in beta and analyses the entirety of customer interactions to provide sentiment analysis as well as predictive customer satisfaction (CSAT) scores. This enables early identification and intervention for possible customer dissatisfaction.
Another beta feature, Agent Screen Recording, is designed to offer supervisors deeper insights into agent workflows during calls. Bobbie Pierson, Vice President, Communications Services at LifeLink Foundation, remarked on the potential benefits: "We're excited about Agent Screen Recording because it finally gives our supervisors the complete picture. Understanding not just what our agents say, but how they work through complex cases will transform our coaching approach. This level of insight will help us deliver even better support to the communities we serve."
Integrated approach
RingCentral links these analytics and AI features as part of an integrated intelligence platform. This ecosystem includes AI Quality Management, adopted by more than half of RingCX customers since its 2024 launch, which enables continuous monitoring and improvement by providing automatic coaching recommendations based on analysis of thousands of interactions.
"What we're seeing is a complete reimagining of the contact centre," noted Lou Reinemann, Research Director, AI-Enabled Sales, Customer Services and Contact Centre Strategies at IDC. "The ability to understand and visualise the entire customer experience – from initial contact through multiple touchpoints and transfers – is where the real value lies from a customer perspective. RingCentral isn't just adding features; they're creating an intelligent ecosystem where every component amplifies the others. This is what the future of customer experience looks like."
RingCentral's RingCX platform is marketed towards customers ranging from small businesses to global enterprises, and is available through a number of service provider partners, including BT, Vodafone, and Zayo. For AT&T customers, RingCX currently remains in a controlled availability phase and is anticipated to become generally available in the third quarter of 2025.
For Australian users, Customer Journey Analytics is available to RingCX customers at no extra cost, while AI Agent Assist, AI Interaction Analytics, and Agent Screen Recording are all offered in beta.
