RingCentral has expanded RingCX with tools for supervising, assessing and forecasting capacity across AI and human agents.
The additions bring those functions into a shared dashboard, extending capabilities such as live monitoring, quality scoring, journey analytics and staffing forecasts to AI agents, including RingCentral AI Receptionist (AIR) and AIR Pro.
Jim Dvorkin, senior vice president of customer experience products at RingCentral, said:
Jim Dvorkin, senior vice president of customer experience products at RingCentral
“AI agents are becoming part of the everyday customer engagement workforce, and managing them alongside human agents presents a tremendous opportunity to improve contact center operations. With RingCX, leaders see every customer conversation in one place, whether an AI agent or a human agent is handling it. They can step in sooner, hold quality to one standard, and plan staffing for the whole workforce, so more customers get their issue resolved in one go, with no need to call back.”
RingCentral’s new AI capabilities enable organizations to do the following:
Seamlessly transfer between AI and human agents in both directions while preserving context.
Surface AI agent interactions in the same live view as human agents, so supervisors can catch issues and intervene in real time, regardless of whether the interaction is handled by an AI or human agent.
Score every AI agent interaction against the same rubric used for human agents, providing quality and compliance leaders with one complete, sentiment-scored view of the customer regardless of who handled the conversation.
Track the complete AI-to-human journey, providing consistent insights into the performance of AI agents and human agents.
Forecast staffing needs across AI and human agent capacity together, so schedules reflect the whole workforce.
The company is also introducing AI Onboarding for RingCX. Administrators can describe their preferred configurations in natural language, after which RingCentral AI creates a configuration plan, executes it through RingCX APIs and tests routing in a simulation before go-live.
RingCX is available for mobile, allowing agents to receive and handle routed voice calls through the RingCentral mobile app. The platform’s Microsoft Teams integration brings contact center capabilities into Teams.
