RingCentral launches AI-powered contact centre RingCX in Australia

RingCentral has rolled out its artificial intelligence (AI)-powered contact centre, RingCX, in Australia. Described as an AI-first, the contact centre as a service solution comes with omnichannel and pre-built integration capabilities designed for businesses of all sizes. The product was first introduced in the US and Canada in November of 2023 and is now utilised by more than 160 customers worldwide, with multiple language support including US and UK English, French, Italian, Spanish, and German.

The product was launched at RingCentral's Product Connect events held in Melbourne and Sydney, where attendees were provided updates on RingCentral's product roadmap alongside their recently released AI technologies. RingCX integrates well with RingCentral Contact Centre, an OEM-based solution generally aimed at complex use-cases and larger deployments.

The company claims that RingCX "fills a gap" in Australia's market for a comprehensive contact centre solution with the omnichannel capabilities required by all sizes of businesses to enhance their customer experiences. According to Ben Swanson, Regional Vice President Partner Sales at 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."

One of the early adaptors of RingCX in Australia is independently-owned unified communications consultancy, TelcoDataCloud. The company is utilising RingCX to coordinate its RingEX unified communications solution and its integration with HubSpot CRM. Asa Grund, Director at TelcoDataCloud, shared, "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. We are also using RingSenseAI for transcriptions, coaching, and analysis."

According to RingCentral, their latest solution provides real-time guidance for agents and automated scoring and monitoring for supervisors. The product is designed to be straightforward for customers, agents, and supervisors and can be launched in a few days. RingCX also offers an all-inclusive, predictably priced package, and boasts 20+ digital channels, voice, video, AI summaries, and a low cost of ownership.

RingCX additionally offers integrations with five leading CRMs, including Salesforce, Hubspot, ServiceNow, Zendesk, and Microsoft Dynamics 365, which are all currently available in beta. RingCentral intends to roll out numerous additional integrations in the second half of 2024. The service also has open APIs that facilitate collaborations with partners such as Google Dialogflow, Cognigy, Yellow.ai, Balto, and Calabrio with pre-built integrations now available in RingCentral's App Gallery. RingCentral aims to expand these partnerships and grow the ecosystem of pre-built integrations with RingCX.