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RingCentral Breaks Down UCaaS-CCaaS Silos with New Customer Journey Analytics Launched at CCW Las Vegas ‘25

via Business Wire

Connects the entire customer call journey—no more lost context between systems

AI Agent Assist goes GA delivering measurable impact: half the call time, double the productivity

RingCentral, Inc. (NYSE:RNG), a global leader in AI-powered business communications, today launched new Customer Journey Analytics at CCW Las Vegas ‘25, providing a complete view of the entire customer call journey across both Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) environments—addressing a critical gap in understanding the overall customer experience. In addition, RingCentral announced the general availability of AI Agent Assist, with early adopters reporting game-changing results. With its combination of analytics and AI innovations for RingCX™, RingCentral is redefining how businesses engage with customers through a fully connected, AI-driven experience.

Delivering Complete Customer Intelligence

"The contact center industry has been solving problems in isolation for too long," said Jim Dvorkin, SVP of Customer Experience Products at RingCentral. "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's approach addresses a critical industry challenge: fragmented customer experiences caused by disconnected systems and incomplete data. By combining journey analytics with AI-powered capabilities, organizations gain both the visibility to understand what's happening and the intelligence to act on those insights instantly.

Closing the UCaaS-CCaaS Gap

RingCentral's new Customer Journey Analytics provides the essential foundation for AI-driven customer experiences. Unlike traditional solutions that lose critical context when calls move between systems, RingCentral's unified platform maintains conversation continuity across multiple touchpoints throughout the interaction.

When customer interactions originate in RingCX and transfer to RingEX™ specialists—or vice versa—organizations receive detailed metrics and insights for each segment of the conversation. This comprehensive visibility enables intelligent routing, strengthens collaboration between front-line agents and back-office experts, and ensures no customer context is ever lost. This complete journey visibility becomes the data foundation that powers RingCentral's AI capabilities, enabling more precise and impactful AI-driven improvements.

AI That Transforms Insights into Action

Building on this analytical foundation, RingCentral's comprehensive AI suite transforms customer intelligence into immediate business impact:

AI Agent Assist (Now Generally Available): This intelligent co-pilot instantly surfaces relevant information from across the organization's knowledge base, giving agents answers the moment they need them, informed by the complete customer interaction history.

"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," said Natalie Bolfeta, Office Operations Manager at ClaimSolution Inc. "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 Interaction Analytics (Beta): This capability analyzes 100% of customer interactions—enhanced by a complete view of customer interactions—to provide sentiment analysis and predictive CSAT scores. Organizations can identify and address satisfaction issues before they escalate, turning potential detractors into promoters across the entire customer journey.

Agent Screen Recording (Beta): Combined with journey analytics and AI-powered insights, supervisors gain unprecedented visibility into agent workflows and customer context, enabling precision coaching that directly impacts performance.

"We're excited about Agent Screen Recording because it finally gives our supervisors the complete picture," said Bobbie Pierson, Vice President, Communications Services at LifeLink Foundation, Inc. "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."

The Multiplier Effect: Integrated Intelligence Drives Continuous Improvement

The transformative power emerges when Customer Journey Analytics and AI capabilities work together as an integrated intelligence platform. AI Quality Management—already adopted by over 50% of RingCX customers since its 2024 launch—creates a continuous improvement loop enhanced by complete journey visibility.

The system identifies patterns across thousands of interactions spanning the entire customer journey, automatically generates coaching recommendations based on comprehensive context, and measures the impact of training initiatives in real-time. This integrated approach enables organizations to elevate customer satisfaction by ensuring agents receive precise, actionable guidance informed by complete customer sentiment data from every touchpoint and conversation.

"What we're seeing is a complete reimagining of the contact center," noted Lou Reinemann, Research Director, AI-Enabled Sales, Customer Services and Contact Center Strategies at IDC. "The ability to understand and visualize 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."

Built for Businesses of All Sizes

RingCX scales from small businesses to global enterprises, with availability through several of RingCentral's global service provider partners, including AT&T, BT, MCM, Vodafone, and Zayo. For AT&T customers, RingCX is in controlled availability and will be made generally available in Q3'25.

Upcoming Events to Check Out RingCX

Experience these capabilities firsthand at CCW Las Vegas, Booth #502. Don't miss these must-attend sessions:

  • "Transforming Customer Experiences with AI: Insights from The Doctor" - June 11, 12:00PM
  • "Revolutionizing Operations with AI: Why the Right CCaaS Partner is Critical" - June 11, 2:45PM

Join RingCentral's upcoming "AI Real Talk" webinar focused on "Powering Proactive Customer Service with AI" on June 30th. Register here.

Product Availability

  • Customer Journey Analytics: Generally available to RingCX customers at no additional charge
  • AI Agent Assist: Generally available
  • AI Interaction Analytics: Beta
  • Agent Screen Recording: Beta

For additional information, please visit ringcentral.com/ringcx.

About RingCentral

RingCentral is a leading provider of trusted AI business communications, contact center, conversational intelligence, 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 hundreds of thousands of customers and millions of users worldwide. Visit ringcentral.com to learn more.

©2025 RingCentral, Inc. All rights reserved. RingCentral, RingCX, RingEX, and the RingCentral logo are trademarks of RingCentral, Inc.

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